When the going gets tough, the reaction of many small business owners is to pull back on their marketing and public relations efforts. It’s a quick, easy way to save money.

It can also be a deadly decision. What happens when the economy picks up and customers start spending money again? Will your business even be on their radar screens?

Rather than pulling back, small businesses should pick up their marketing pace when things are slow. But instead of spending gobs of money trying to court news customers, why not concentrate on the one’s you already have?

Aftrer all, you’ve probably already spent considerably time and money wooing them in the first place. You’ve already overcome the toughest hurdle: you’ve gotten them to give you a try. They’ve liked what they saw and they bought.

Now, you want to keep them coming back. Again and again and again.

How do you do it? The easiest way is with great customer service. Anticipate their needs. Solve their problems. Smile a lot and tell them how much your appreciate their business.

Try a customer rewards program. Send your loyal customers a special offer, a discount, a two-for-one deal. Make them feel important as your customer.

Another possibility is a referral program. Give your customer an incentive to introduce friends or family members to your product or service. You win two ways: you thank your loyal customers in a worthwhile, tangible way, and you open your market to new potential customers who are, in a way, pre-qualified by way of endorsement.

How about former customers? Ones who bought from you in the past but, for one reason or another, stopped. Try to bring them back with a special offer designed especially for former clients.

Slow times can be scary for small business owners. But imagine how you’ll feel when things pick up and you’re left behind.

Popularity: 22% [?]

Weird week of Stumbling. Almost every worthwhile stop had to do with Search Engine Optimization and Social Bookmarking. If that’s what’s hot, then that’s what we need to know about, right?.

Enjoy!

1. Social bookmarking continues to be a huge opportunity for marketing and PR professionals. Figuring out how to make the best use of these tools can be quite a challenge. With more than 50 sites to choose from, where should you concentrate your efforts? Buzz Gain offers its choice of the top 10 Social Bookmarking sites to focus on. WorkConnexions answers key questions about social and business media while you can figure out how to convince your old fogey boss that social media is the way to go at ReadWriteWeb.
2. Making sure your website or blog is optimized for search engines is an ongoing process. At “Thou Shalt Blog,” check out 15 SEO Tools for Beginners that will help you stay on top. The Big Oak blog offers a way to check a webpage’s SEO quality.
3. We’ve all been faced with the frustration of trying to email large files. Even Gmail’s generous 20MB attachment limit is sometimes not big enough. Life Hack Magazine analyzes seven ways to send huge files. All are free; some have paid premium services that eliminate ads or increase upload speeds.
4. Nothing subtle about this one. Derek Halpern, author of Prevential, a blog about “Success, Money and Business,” offers 15 tips on how to become incredible. I especially like no. 9 on his list: Use Fear Constructively. Do you know what drives me to wake up everyday and improve myself? I fear mediocrity. I fear being average and I do everything in my power to avoid it. Incredible people will not settle for less than incredible.
5. Finally, just for fun, here’s a site that tracks the history of truth in cigarette advertising. Amazing what they got away with back in the day.

Popularity: 33% [?]

Over at theprlawyer.com, author Gina Rubel weighs in on the use of canned quotes by reporters. She references a blog post by Michael Doyle, a reporter for the Washington bureau of McClatchy Newspapers, in which he says reporters welcomes quotes they can cut from a news release and paste into their stories. “It’s E-Harmony,” he says.

Wow! Unless good journalism has changed in the last few years — come to think of it, maybe it has — most respectable reporters would be loathe to use canned quotes in a story of any substance. At the very least, they would want confirmation from that source that the quote was accurate. And using a prepared quote doesn’t allow for any follow up questions that curious reporters might have.

Anyway, if you are preparing a press release and hope that the reporter will use canned quotes, here a few guidelines:

1. Cut the fluff. Self-serving platitudes are the first thing to go. In newsroom, they’re called “throw-away quotes.” If they somehow make it into a story, they are the first to get cut.
2. Make it interesting. Don’t quote your CEO as saying the company has been around for 20 years or that sales are up 20 percent. Have him say something insightful, controversial or memorable.
3. Write the way he speaks. Some quotes from CEOs sound stiff and rehearsed. Try to make it sound like he actually said it.
4. Anticipate follow-ups. Think like a reporter. What else might be asked? Stay on message but provide answers to additional questions.
5. Offer to arrange an interview. Let the media know your source is available for questions. Providing quotes and then denying access to the source throw up a red flag.
6. Prepare your source.. If the media does call, go through a mock interview with your source. Ask the same tough questions the media will ask. Be confrontational, if necessary.

Popularity: 24% [?]

Back in July, I asked the question “Are Newspapers Becoming Irrelevant in Public Relations Campaigns?” My theory was that with newspapers cutting editorial staff and fewer people subscribing, perhaps expending much effort trying to cultivate reporters and editors might be a waste of time.

Well, I’ve changed my mind. It’s not that newspapers have made some remarkable comeback; on the contrary, some of the bigger chains are on the verge of financial meltdown because they have or soon will default on debt payments. More cuts could be forthcoming.

Rather than a challenge, I’ve come to view the slow demise of newspapers as an opportunity. With editorial staffs cut to the bone, editors and reporters are more desperate than ever for good story ideas. I’ve always felt that one of the most important roles a PR person can fill is to make life easier for journalists. The more you can do to provide background and access to sources, the better chance you will have of seeing your story in print.

A well-written press release that follows AP style and isn’t too company oriented is still a powerful tool. The major dailies will continue to develop their own stories, and the small community weeklies will print every word, assuming you follow basic guidelines. But I’ve noticed that some regional dailies — with declining but still significant readership — have become much more receptive to running press releases with minor adjustments. Photos, too, are more acceptable than they once were.

Of course, this is not to say newspapers still carry the influence they did, say, 15 or 20 years ago. You still need to include the Internet, with its myriad of social media outlets, in your PR mix.

Popularity: 26% [?]

This week’s Stumbling took me on an interesting journey, with stops focusing on Twitter, blog themes, website tweaks, logo designs, and ad slogans.

I’ve been trying to convince myself to learn the ins and out of Twitter. To be honest,
I just don’t get it yet. 140-character Tweets? How much can you accomplish with that? I know a lot of people swear by Twitter as a social marketing tool and it has a huge following. If you’re like me and want to know more about this fascinating phenomenon, chekc out “Why I Like Twitter and Others Don’t” over at Internet Marketing with Josh Spaulding.

If you blog, finding the right look can be an ongoing challenge. Fortunately, WordPress has a huge inventory of themes to choose from. In case nothing there appeals to you, the folks at Listropolis have put together “35 Free Premium Wordpress Themes You Probably Missed.”And if they don’t do it for you, visit Smashing Magazine’s 100 Excellent Free WordPress Themes

Although it might be a bit on the technical side, SEO Hosting’s “50 Simple Tips for Improving Your Website” provides some discussion points with your IT professional. If nothing else, it can make you sound like an expert when you ask questions.

Where do you start in designing or re-designing your logo? So many factors have to be taken into consideration, since it will become a huge part of your identity. Graphic designer Tanner Christiansen offers “45 Rules for Creating a Great Logo Design.”

Imagine boiling down a company or product brand into three or four memorable words. That’s exactly what slogan writers do for a living, and their hard work is often overlooked. Not at Ad Slogans, where the staff has put together a Hall of Fame for slogans.

Popularity: 31% [?]