Karen@KarenCommins.com

Karen Commins

Award Winning

Atlanta Audiobook Share-rator™

Marketing

1 “Oh s***” can wipe out 1000 “Attaboys!”

The title of this article is a saying I heard early in my IRS career. Sorry if it offends you, but it really gets to the heart of stellar customer service. No matter how many great and wonderful things you do for your clients, the thing they will remember most — and tell the most people about — is the thing that got screwed up.

As Drew and I continue to repair and renovate our house, I’m finding no shortage of contractor stories to share with you that illustrate this principle. By observing other business operators, we can determine how to better service our clients in our voice-over businesses….and hopefully avoid some of those “Oh s****” moments.

Today, I actually have 2 contractor stories. First, I have an example of fantastic customer service from start to finish.

We decided to install some recessed lighting in Drew’s man cave. Drew called his friend Tommy Dunaway, an electrician who owns a business named Tommy’s Lighting and Electric. Tommy came out to discuss options and give us an estimate. When he came back to install the lights, he exceeded our expectations because:

1) He arrived exactly on time, which is a rarity for service provider at one’s home. Punctuality is key in voiceover as well. When I started my voiceover business, I assumed that all voiceover talent were punctual. Over the years, I’ve been surprised to read about people who didn’t show up or were late to sessions, didn’t return phone calls, etc.

2) He suggested features we hadn’t considered, like a dimmer for the recessed lights and a remote control for the ceiling fan. I do the same thing with my clients. For instance, if I was hired to narrate a marketing video for a trade show, I’ll also let the client know that they may want to use the same voice on their phone system, e-learning modules, and web site to enhance and solidify their brand. It may seem like a self-serving piece of advice, but it’s really about helping my clients achieve consistency in all of their communications.

3) He finished the job in LESS time than he estimated, so our bill was less than expected. He told me he always builds in enough time in the estimate to troubleshoot any problems — a tactic that voice talent would do well to emulate.

4) He cleaned up after the job was finished. (Remember this point because I’m coming back to it in the next story!)

Tommy told me that his business is mostly through repeat business and referrals. In my voiceover business, I always want to make it easy for my clients to refer me. With his terrific attention to detail and exemplary customer service, it’s truly a pleasure to refer Tommy to other people.

My second story is about my new roof. We learned about Everdry Roofing because someone there follows Drew on Twitter, which just goes to show you the growing importance of social networking in attracting clients.

I thought Everdry was going to be a second success story of stellar customer service. After all, they showed up when promised, explained shingle options, worked with our insurance company on our claim, and did a great job of cleaning up the nails and other debris from the yard.

They were providing exceptional customer service — that is, until the “Oh s***” moment.

In the picture below, your eyes are not drawn to my new roof, with its lovely architectural shingles and new ridge vent. No, instead you see the massive steel container stretching over half of my driveway. In fact, Everdry’s sign in my yard points directly to it.

The “Oh s***” moment from the roof installation has lasted all weekend.

 
The roofers were here Thursday and part of Friday. I wasn’t at all happy about the container staying overnight on Thursday since it blocks the garage. The project manager assured me at 6pm Thursday that the container would be removed Friday. Today is Sunday, and the container is still here. I haven’t heard from Everdry about their plans to remove it.

If Drew and I had 2 cars like every other household in Atlanta, one of those cars would be trapped in the garage or parked on the street all weekend. As it is, we have to cautiously back out over our grass to clear the side of the container.

To make matters worse, the smell of 23-year-old shingles removed from the roof and the other materials in the container is akin to the putrid stench of animals killed in the road. Every time I walk out of my house, that nasty smell hits me in the face. We’re still having 90-degree days, so you can just imagine how the smell grows as the day progresses.

As a voiceover talent, I always think of how to provide the best level of service to exceed my clients’ expectations. I certainly don’t want them to incur any inconvenience as a result of my actions!

For instance, it may seem like a small thing, but the manner in which you name and transmit your recordings to your agents and clients can be either an “Oh s***” or an “Attagirl!” moment:

  • If they have given you a file naming convention, use it.
  • If not, be very descriptive with your file names so that the purpose or script for each file is immediately evident.
  • If you have to revise a file, add a revision number to the file name so that you don’t inadvertently write over an existing file. Sometimes, the client may decide the original file was best after all or wants to make some other change to it.
  • Compress multiple files into a zip file so that the client only has to download one file.

By being organized and forward-thinking, you can rack up the “Attaboys!” and “Attagirls!” in providing stellar service to your voiceover clients. If you have other examples of stellar service, please leave a comment on the blog!
 

4 Customer service tips from a tree service

A recent episode with the Chipper LLC Tree Service painfully reminded me of 4 important customer service principles that should be embodied by every business, including your voiceover business. First, though, I’ve give you a brief synopsis of the situation.

BEFORE: Two well-established Bradford pear trees with full foliage
rose high above the roofline on the left side of my house.

 
One of the Bradford pear trees in my front yard had a dead branch that needed to be removed, so we called a tree company based on their positive reviews we saw online. We decided that we’d also like to have the highest limbs of the trees trimmed down; they had never been pruned, were extremely tall, and overhung the roof. These trees are 15-20 years old and very well-established, but the limbs can become brittle and break in an Atlanta snowstorm.

The estimator came out last month. After Drew discussed our expectations of the work to be performed, the estimator wrote this information on the ticket:

Trim + top out + Remove debris
2 Bradfords in front — just top out a little higher than gutters
Remove 2 Bradford saplings in front

In our minds, this description meant that the overall height would be reduced in line with the  top of the roofline (i.e., “just top out a little higher than the gutters”) and some limbs trimmed to give each tree a smaller shape, just as we had requested. We were completely horrified to discover that the crew who came back the next week to perform the work butchered our stately trees down to leafless sticks!

AFTER: I still have 2 Bradford pear trees on the left side of my house,
only with no limbs or leaves to provide shade in this sultry Atlanta summer.

 
Naturally, we were quite upset that A) our beautiful trees were demolished, and B) the work was not done to our specifications. The trees not only look terrible, but we’re concerned that they may have incurred irreparable damage and would need to be removed. Since the work was performed on one of the hottest, 95-degree July days, the trees could have endured a shock from which they may not recover.

We called the owner of the tree service to ask for the remedy of removal of our trees at no additional cost to us. As calmly as possible, I explained that the “trimming” was far more extensive and destructive than we ever imagined it could be. We had never planned or wanted to remove the trees, but now we thought we would be forced into that action.

In addition, the trees were now an eyesore to us and all residents in the 200+ houses in our subdivision since all of them must pass my house every time they enter or leave. Finally, I stated that we have a very active neighborhood email list in which homeowners are constantly requesting referrals for various services.

Here comes the part where voice talent and other business owners can learn how NOT to run your business!

The owner said he had told his estimator countless times that the estimator needed to explain to a customer how Bradford pears would look when they are ‘topped out”. In fact, he continued, they had a page on their web site that showed customers what to expect, not that anyone had pointed it out to us. When I finally saw that page, I learned that the phrase “top out” has a very special connotation to the tree cutter holding the chainsaw — cut off everything! We learned too late that “topping out” is actually a last-resort measure to save trees before you remove them.

Okay, BUT….we never intended for our trees to be “topped out”! How were we supposed to know the common phrase meant something very specific to them? Obviously, if the owner has had this conversation more than once with the estimator, the company has an existing communications problem.

He flatly stated it would cost an additional $300 for them to come back out and remove the trees. The call quickly turned ugly, making my attempts to find an acceptable compromise futile. The guy completely insulted me with his terrible attitude. He was arrogant, angry, and abusive; I should have hung up on him.

He rudely demanded that Drew “needed to own up, be a man, admit that he lied [to me], and call the estimator a liar.” If Drew did all of those things, they would come back for $200. It would a loss to him if he had to send a crew back to my house without pay. He then made a comment about not wanting to take the customer’s word over that of his estimator!

Say WHAT??!!!

My problem with the trees is unresolved, but I wanted to tell you this story today so you’ll keep these 4 tips in mind as you solve problems for your voiceover clients.

1. Communicate clearly and agree on expectations at the outset of the project.
 
The tree service owner had encountered my exact situation so many times that he had a web page devoted to the subject. The estimator should have shown that page to Drew and asked, ‘is this the level of work you expect?”.

By the same token, I want to ensure that the client and I both are using the same terms and have the same idea for the kind of audio that the client will receive. On those rare times when someone asks me for “raw” audio, they still want audio that is edited so that it is free of mistakes and re-takes.

As another example, I have had clients asking for 8 kHz, 8-bit mono files for their telephone systems. Before sending the final recordings to them, I prepare them at the project outset by giving them a sample of that kind of file. They need to know that it won’t sound like a CD; it may not even sound good due to the hisses and buzzes that are inherent in such low resolution files.

2. Only take an irreversible action with your client’s full understanding and consent.
 
The tree company crew chief had a second chance to show Drew the web page before they ever made the first cut. He also could have checked in with Drew periodically as the work progressed to ensure that they trimmed the trees to match our vision.

In voiceover, you have to protect the raw audio that you have recorded. If you delete a section and then save the file, that section could be gone forever depending on your software.

One reason that I like Pro Tools is because of its non-destructive editing features. It actually creates a new file with every change, and effects are not applied to the original file. I could change or remove the compression or any other effect, bounce the file again, and have a new file as output — all while keeping the original recording intact. If your software doesn’t offer this functionality, it’s a good idea to save your original recording to a different name before you do any editing.

3. Expect that you won’t make money on every transaction.
 
While the overall goal of a business is to make a profit, you shouldn’t expect to make money on every single transaction. The goal of each transaction is to pursue cement a harmonious relationship.

The tree service owner didn’t want to come back to fix the mess his crew made unless we paid for it. He caused a problem for me, so I shouldn’t have to pay more for him resolve it. He should realize that he is actually going to lose a lot of money based on my negative reviews of his company to anyone who will listen!

In contrast, I offer unlimited free re-recordings if I have made an error in pronunciation or inflection if my client notifies me of the errors within a week of receiving the audio. I also outline my policy about charges for script revisions before accepting the project. However, in many cases, the client only needs something simple, like a sentence changed. Whenever possible, I am happy to quickly record and send these kinds of small changes at no charge.

4. Do whatever it takes to ensure your client’s satisfaction.
 
This one seems like a no-brainer, but as evidenced by my conversation with the tree service owner, some people just don’t get it!

It’s my mission to exceed my clients’ expectations! If I ever encountered a situation where a voiceover client was as upset with me as I was with the tree service owner, I would have offered to re-record their project at no cost. I even would be willing to refund part or all of the money if I could not meet the client expectations. I also would refer another voice talent in order to keep the client’s project on schedule.

When your communications with your client overflow with respect, honesty, and integrity, you won’t even have to think about providing quality customer service — you will BE the definition of it!

Edited 9/12/10 to include name and link of tree service in response to questions about it
 

So you want to get into voiceovers?

First, let me say that I’m a voice talent who only markets myself. I don’t teach, mentor, coach, or hire other voice talent. Since I am a firm believer in the mindset that it is better to give than receive, I write this blog specifically to answer questions and help others achieve their dream of working as a voiceover talent.

This article contains numerous links to my other articles to give you an organized pathway through the blog and structured approach to investigating and planning your career. I encourage you to read all of the articles in the archives.

Career Overview

Many people become interested in voiceover because they’ve been told they have a nice voice. Most people have nice-enough voices; it’s what you DO with it that matters.

Declaring your intention is the first step toward changing your reality, so I applaud you for realizing what you want in life and having the courage to go after it! Like any other dream, success in voice-over requires continuous, deliberate action. I described how I got started on this post in my blog.

A voice-over artist needs to be able to be transparent when interpreting the author’s words and intent of any script so that you are the best service provider to the client. I think anyone who “evaluates your voice” would tell you that you have potential and then would be more than willing to take your money. A voice talent must be able to create their own characters rather than mimic someone else.

Read, Read, Read…..then Read Some More

You can’t be successful in voiceover if you don’t like to read. Therefore, I refer you to the wealth of information I have written on my web site and blog, especially this entry titled A plan to break into voice-over.

Note that it includes a link to my recommended reading list. I always recommend that people start first with a book to get a broad overview of the industry. I continue to read voice-over books even though I’ve been working in this industry for over 12 years.

I also read a lot of blogs from my fellow voice talent. I’ve listed several I like on the lower right panel on my blog under the Links heading, but a quick search on-line will show you plenty more. The Vox Daily blog from Voices.com is one of the best in the business. I also listed numerous on-line voice-over forums that you can join.

Take Classes and Develop Skills

As I explain in this post about mentors, people often ask me to be their mentor when they really need a teacher. If you decide to take a class, this post has 10 questions you should ask a prospective voice-over teacher. When researching teachers, beware of 5 techniques of the “information marketer”.

You can research coaches online, starting with the Coaches Directory maintained by VoiceActorWebsites.com.

The Edge Studio Career Center contains practice scripts, podcasts with experts, and helpful tools like a word calculator and rate card.

Create a Demo

Voice-over is a business that is built on self-promotion and marketing. As with any business, you can expect it to have start-up costs. Before you can market yourself, you need to have a demo. Separate demos are needed for each target market (commercials, narrations, games, audiobooks, etc.). Before spending time and money to make a demo, you need appropriate training.
A good coach will tell help you select material for your demo that matches your voice and your style. You don’t want to be in a rush to make a demo because:
1) You only have 1 chance to make a first impression
2) You need to be able to instantly perform like the person on your demo.
3) Your demo is competing with those of professionals who have been working for decades.

Establish Your Home Studio

Although you will want to record auditions from home, I wouldn’t rush out to buy equipment immediately. I would first buy a digital voice recorder for daily practice. It’s important to read everything ALOUD and practice every chance you can! I have used and can recommend the Olympus WS-300M (only records in WMA format), the Olympus WS-801 (records in MP3 or WMA formats) or the Zoom H4N (professional audio equipment which records in MP3 or WAV). I like the Olympus recorders for practice because they are small, lightweight, only use 1 battery, and plug directly into the USB port of my computer.

Then, after you have developed some skills and are ready to market yourself, you can set up a home recording system. Pat Fraley outlines an economical setup in his The Gypsy’s Guide to Professional Home Recording Workbook and Companion CD. You may also want to read Harlan Hogan and Jeffrey Fisher’s excellent book The Voice Actor’s Guide to Home Recording.

Market Yourself

Once you’ve taken classes, created a demo, and established your home studio, you’re ready to develop a marketing plan. The books and resources listed in this post will help you start marketing yourself.

Also, I know that it seems like voice-over is not work, but you should realize that it takes a lot of work to generate jobs and a steady client base!

A voice-over actor must market herself and perform auditions continuously in order to get attention and jobs from others. To gain experience, you can:

  • Sign up with an on-line casting service (called a pay-to-play, or P2P, site within the industry) site like Voice123.com or Voices.com  (create your own recordings contains more information about these sites.)
  • Perform voiceover for presentations (e-learning, marketing, etc.) on your day job for no additional pay
  • Volunteer to read for the blind
  • Contact production companies and radio stations
  • Network with professional associations

You also can create your own recordings. Practicing in this manner has a lot of value in terms of artistry, improvement and self-esteem. These recordings may or may not be used for promotion or payment.

You’ll find many more ideas for marketing yourself and your business in my blog archives.

Only after you gain some professional experience will you be ready to look for an agent. At that point, you will want to read the article Trying to get a voiceover agent?

Final Advice

No one can tell you the exact path you must follow, but just know that the dictionary is the only place where SUCCESS comes before WORK! 🙂

However, taking continual steps on your dream — whatever you decide to do — will bring fulfillment to your life! In any case, you must be the one to put forth action to MAKE THINGS HAPPEN!

As I don’t get paid to write and dispense so much helpful advice, I’d be grateful for a donation to my PayPal tip jar.

Best wishes for your success in all of your pursuits!

 

7 voiceover lessons from my surfing instructor

VOICE2010, the international conference for voiceover talent held in Los Angeles, has ended, and the participants have gone home. I appreciated reading blog updates from other voice talent all the more since I wasn’t there. My travel budget this spring was spent instead on a trip with Drew to Hawaii. However, I was reminded of 7 great lessons that apply to a voice-over career, all courtesy of my surfing instructor.

SURFING? As in the water sport known for “hanging 10”? If you’re wondering what my surfing instructor could possibly teach about voiceover, read on!

Voiceover talent and recent surfing student Karen Commins 
offers the universal greetings of surfers.

 
Drew and I went to Honolulu to celebrate his birthday. We make it a point to travel each year for one of our birthdays, and it was his turn to pick the destination this year. He picked Hawaii so he could later say that he had a surfing lesson on Waikiki Beach on his birthday. 🙂

Drew found our instructor Erik Lillmars at DCX Surfing School by doing a Google search for surfing lessons on Oahu. Since Drew is also a photographer, he liked the fact that Erik’s site included photography services. In fact, Drew selected this particular instructor because photography was listed.

Two things are important from this part of the story:

1. Get your own web site, preferably with your own domain. Also, make sure that search engines can you based on your geographic area. People often prefer to deal with someone locally. While it’s a global economy, I want to be the voice actor of choice for anyone in the Atlanta area!

2. If you offer extra services outside of voice-over (copywriting, audio editing, marketing consultation, etc.) or have some specialized subject knowledge, be sure to include that information on your site. Lots of people are voice talent. Your value-added services or subject expertise may be the reason you are hired.

Erik taught the lesson in his office on Koa Avenue, a block off of Waikiki Beach. He talked to us a long time before ever getting to the actual mechanics of the lesson. Some of his topics centered around Zen and meditation; he indicated the best surfers practice meditation to quiet their minds and visualize their success.

Erik also repeatedly told us to relax. If you’re aren’t relaxed on a surfboard, you’ll be unsteady on the board and could fall off the side before you ever get to a wave. (Trust me on this one.) If you actually get to the point of being ready to ride a wave, tension in your body could cause you to lose your balance and injure yourself in falling off the surfboard.

3. Relax. If you aren’t relaxed in front of a microphone, your throat muscles will constrict, and the tension will be heard in your voice and on the recording. What’s worse, people can hear that tension and will want to shy away from your work. You may not think you could get injured doing voiceover work, but the long-term effects of strained vocal cords can lead to damage.

Most surfing instructors probably show you something about standing up on the surfboard using the actual board while on the beach. In our lesson, though, Erik spread a mat on the floor of his office and showed us the moves there.

The surfers you’ve seen on TV make it look so easy; they get to a standing position as if by magic. (If you want the magic formula to make your voiceover work look easy, skip ahead to lesson number 6.) Erik stressed safety and showed us how to get to our knees, put one foot in front of you, and finally rise to a standing position while turning to a sideways stance for balance. He had us practice this move several times in the office. Erik showed us how to dip down while twisting our body to maintain balance.

Birthday boy Drew Commins demonstrates the first step in standing up on a surfboard:
raise up from lying flat to balancing on your knees.
 
4) Stand up in stages. Just because you have done something briefly in a class setting doesn’t necessarily make you ready and qualified to perform the actual work. I especially worry about those aspiring voice talent who take a 2-hour group class and then jump into making a demo. It’s akin to the same level of preparation and expertise you have after practicing a move 3 times on a floor mat and then thinking you can surf in deep water.

Drew and I had to carry a 9-foot surfboards under each of our arms when walking from the office to the beach, which was maybe a fifth of a mile. After toting that load in the Hawaii heat, I was TIRED by the time we got to the spot on the beach!

Once we finally got in the water and on our surfboards, I felt very shaky on the hard, wood surfboard. As I started paddling out to the waves, my neck hurt immensely, and I kept feeling like I would fall off the board. Erik encouraged me to get off the board and float in the water rather than risking injury. I told Erik that it was more important for him to spend his time with Drew, and I would be happy just hanging out in the water for the duration of the lesson.

During the office part of the lesson, our instructor also told us that he had studied the pattern of the waves. Using a traffic analogy, he said that the incoming and outgoing surfers should be in separate lanes. We were impressed that Erik had created a chart that showed us how to use a particular balcony of a hotel and a structure near Diamond Head as a visual guide to our proper lane.

Like the sun over the Hawaiian beach, Erik’s research was golden. Waikiki Beach is the world’s most famous beach and probably has the greatest concentration of surfers at any given moment. Since Erik had spent hours and hours in studying the patterns and rhythms of the ocean, he knew the best position in the water to catch the wave. He also knew the best place to be if you wanted to hang out in the outgoing surfing “lane” while staying safely out of the way of dozens of incoming surfers. I greatly appreciated that insight since that’s where I was while Eric was working with Drew.

Aloha! Drew was a natural surfer, standing up several times during his only surf lesson.
Diamond Head is in the background.

 
As Drew was riding a wave toward the beach, Erik came back to me. He commented several times about inexperienced surfers who were going out to a spot where no one else was. He said the waves didn’t break in those locations, so the stray surfers were wasting their time.

5) Know where the waves are. Once you have decided to pursue a voice-over career, you need to analyze your strengths and gifts to know where your voice fits in the market. With that information, you can define a target market and niche within that market. You then need to study the habits of your target market in order to position yourself and gain work.

Drew made several attempts to ride a wave using the techniques Erik showed us in the office. As you can see in the above picture, Drew was successful in standing up and riding the waves several times! His hang time might not have been very long, but it was great he could stand up and surf!

As soon as the surfers fall off the board, what do they do? They paddle back out and wait for the next wave!

6) Practice! In any creative endeavor, whether it’s surfing or voiceover, you have to practice if you ever expect to improve your skills and advance to the next level. Erik was an awesome surfing coach who helped us achieve our goals for the lesson. Consistent practice on your own and lessons under the direction of a good voiceover coach will do the same for your career.

While the surfers are indeed practicing their skills each time they ride a wave, they also do it for another reason — the sheer joy of the experience. In fact, Erik told us in his office that he had previously worked in the music industry with Neil Diamond but decided to give up that hectic lifestyle to pursue his true calling and passion to teach others about surfing.

7) Do it for the joy, not the money. I often see newspaper articles about introductory voiceover classes that leave the reader with the impression that anyone can take the class and quickly start making megabucks just by “talking”. Just know that if it were that easy, everybody would be doing it. The best and most monetarily successful voiceover talent are those who have the passion and true calling for the work. Even professionals with years of experience continue to practice and improve their skills. Since the vast majority of your time in voiceover may be spent in gaining work rather than actually performing it, you will definitely want to feel as much joy as possible!

I’m sure many people are already planning their trips to VOICE2011. As for me, I’m already planning my birthday trip next year! If you can think of a cool idea for me or have thoughts about my surfing story, I hope you’ll leave some comments on the blog.
 

3Cs? Make that *4Cs* of Branding Illustrated by Barry Manilow

Success leaves clues.

Yesterday, I analyzed Barry Manilow as a brand to offer clues to voice talent about marketing your personal brand to your clients. He has defined his core product, offers consistent results, and embraces constant improvement.

Today, I realized I forgot the last and most defining C in the branding process. As you can hear toward the end of this clip (1:07), Barry Manilow has a secret weapon that has made him a legend in the music industry and which savvy voiceover folks will want to adopt.

Barry Manilow performs with his back-up singers (Keely Vasquez, foreground)
at Paris Las Vegas, 3/21/10

The 4th C of Branding — Create Your Own Stuff

Every day, I see questions on various voice-over boards like:

  • How do I get an agent? (I wrote a little about agents on this page.)
  • Should I join one of the voiceover casting — commonly referred to as pay-to-play (P2P) — sites, and if so, which one is better? (If you’re interested, my answer to that question is here.)
  • Who actually wins all these auditions? (You do have more on your marketing plan than waiting for auditions, don’t you? If you need help in creating a marketing plan, check out this post. Also, this post contains 25+ marketing and publicity ideas to attract clients to you. You’ll find other marketing articles in the archives.)

To me, the approaches above cause you to give away your power. I’m not saying you shouldn’t do them as part of your marketing mix. However, you’ll have far greater power to move your voiceover career in the direction you want it to go by casting yourself in your own projects.

Our friends who act on camera or in the theatre will write a play or show for the web, create the set, design costumes, get their friends to act with them, star in the show, direct it, and publicize their effort — all WITHOUT pay. Either we professional voiceover people aren’t creating our own stuff, or we’re not publicizing it too well.

I also think many people resist investing time in such projects when they aren’t being paid. Our society tends to attach monetary value to everything, which can make us feel that it’s not worth doing something simply for the pleasure of doing it. Creating our own work allows us to develop skills and make us more competitive for those paying jobs. You might consider your own project to be a specialized form of practice. In addition, we can use our own projects in our publicity efforts. If you keep working at it, who knows? Someone may even pay you someday for your creation.

What to Create?

I think the question could be answered by looking at what you like and the category of voice work that you want to obtain. Below are some ideas that may inspire you.

Promos? How about creating your own video with your voice as the promo? If you can’t create a video, perhaps you could work with the public access cable channel to develop one. You could post the finished product on your site and others like YouTube.

Audiobooks? How about recording short stories and books for the blind, reading at your library, or recording for Learning Ally?

Commercials? How about writing your own copy and setting it to music?

Video games? How about voicing some projects on one of the fan sites?

Podcasts? How about turning an organization’s newsletter into a podcast or Internet radio show?

Narrations? How about narrating feature stories from magazines? You could scan pictures or buy stock images and add them to PowerPoint or a video to create a finished presentation. As another idea, you could create audio or video podcasts based on scripts that you write.

I cannot express to you the power and importance of creating your own work in building your personal brand and attaining the level of success you want in voiceover. But — don’t take my word for it.

For years, actor/producer/director Bob Fraser has been advising actors to cast themselves and create their own work.

Author/producer/casting director Bonnie Gillespie is such a strong advocate of self-produced work that she includes someone’s self-produced work each week in her popular column The Actor’s Voice.

And now, you’ve heard it directly from Barry Manilow.

Success does leave clues, and 3 famous and highly successful people have all left the same one. Now that you have it, what are you going to do about it? I’d love to get your comments and see examples of your creations on this blog!

3 Cs of Branding Illustrated by Barry Manilow

Barry Manilow.

Paris.

Both are iconic brands that exude love and romance. Can you sum up your voice-over brand in a few short words?

Since 1993, I’ve traveled to over a dozen cities from London to Las Vegas just to see Barry Manilow in concert. I’ve seen him perform 51 times, including his newest show at the spectacular Paris Las Vegas during my recent trip to Las Vegas. The Paris Las Vegas resort is the perfect venue for Barry, and his new show includes images of Impressionists works found in Paris, France. The latest rendition of Barry’s show is truly an ideal marriage between 2 romantic brands.

Barry has been creating albums and performing in live concerts for over 35 years. After that last concert, I thought about 3 Cs related to Barry’s branding that may help you achieve similar longevity with your voiceover career.

Barry Manilow 3-21-10.jpg

Barry Manilow performing at the Paris Las Vegas, 3/21/10

 
People are always shocked when I say how many times I’ve gone to a Manilow concert. They ask me why I would go see the same performer so many times. They incredulously inquire, “Isn’t it the same show every time?”

Since I want to answer that question here by talking about his branding, I think it’s easier to understand branding when looking at products instead of people. If I said I had bought Tide detergent hundreds of times in my life, no one would find the revelation shocking. At best, they might be curious about the reason for my allegiance to that particular brand of detergent.

Core Product

Tide detergent is a carefully formulated product that will remove stains from clothes. It is a brand to distinguish it from other, similar-looking products that also remove stains from clothes.

Many people don’t stop to think of an entertainer as a powerful form of brand promotion. Whether we’re talking about a legendary performer with decades of experience like Barry Manilow or the newest voice talent plugging in a microphone today, a voice-over talent is a unique brand just as Barry Manilow is. 

What kind of song is Barry known for? Love songs. True, he sings in a wide variety of musical genres — including jazz, pop, standards, rock, and even Latin (and I’m not just talking about Copacabana) — but he uses the same signature sound and stays true to his core product line of love songs in most cases.

As a voice talent, I also have worked in multiple genres — commercials, audiobooks, e-learning modules, games, and phone systems. Although I may employ a different attitude or change my vocal attributes to create a character voice, the vast majority of my work employs my signature sound. I usually stay true to my core product line of factual presentation. 

Just as clothes detergents look the same, and a singer’s catalog tends to sound the same, you will probably note some similarity among the types of scripts on which you excel. If you stop and determine where that similarity lies, you will have found your core product. When you know your core product, it’s easier to target a niche of people who want that product.

Consistent Results

Most people make all purchasing decisions out of habit or, ideally, affinity to a particular brand. We repeat our decisions when we are satisfied with the product and it provides predictable, consistent results. Fans of entertainers and sports teams repeatedly pay big bucks to see their idols perform. What’s more, they are only too happy to buy merchandise with their idol’s name and logo, etc.

When I buy Tide, I know that my clothes will be clean. When I buy a ticket to a Manilow concert, I know I will hear favorite songs and see a high-energy show for 2 hours. When a client books me for a voice-over job, they know they will receive a well-narrated, pristine recording of their script before their deadline. Since I market my brand as “A Vacation For Your Ears”, clients rightfully expect me to be bright, sunny, stress-free, and fun!

Constant Improvement 

Going back to my detergent analogy, if Tide had never made a change in the years that I had been buying it, I probably would have switched to another detergent. As it is, Tide has removed chemicals that irritated my skin, changed from powder to liquid, and created new packaging which encourages me to get refills. The basic product stayed the same, but improvements have been made based on customer feedback.

In the years that I’ve followed Barry, he also has improved. Sure, you know you’re going to hear certain songs and some of the same jokes from concert to concert. Mandy, Copacabana, and I Write The Songs are part of his core product line. The production and staging has changed with different tours and venues. Also, Barry has continued to produce new albums, so the music changes over time as well. He has said that he gets bored with the same show, and he knows his fans would, too. Therefore, he even changes elements of the show each night.

My clients have also benefitted from my constant improvement. I have upgraded studio components and continue to take classes to maintain and improve my performance.

When you define and stick with your core product, offer consistent results, and embrace constant improvement, you will find much success in your voice-over career over the years.

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Aside from these thoughts about branding, I’ve learned some extremely important life’s lessons from Barry which may help you live the life of your dreams, specifically:

  • Don’t take your critics’ words to heart; what do they know, anyway?
  • Forget about pleasing everybody; concentrate on playing to the people who like what you do.
  • Do what you love (in my case, voice-over) not for the money but because you can’t NOT do it. Barry has said: “You shouldn’t do it for the applause, the money or the ego satisfaction because it doesn’t work. You’ve got to do it because you’ve got to do it.”
  • Your job is just what you do, but it doesn’t change who you are.
  • You can give in, you can give out, but you don’t give up.
  • The better produced demo you make, the better chance you have.

One of my dearest dreams is to meet Barry and have a private, meaningful conversation with him. I want to tell him how much I have learned from him and enjoyed his music. According to this article, he’s planning to create an audio autobiography. I would certainly love to work with him in any capacity on that project, if only to be the narrator who introduces the book for him. I’m also open to singing or playing my harp with him during one of his shows!

At the end of his concerts, Barry often urges his audiences:

DO WHAT YOU LOVE!

He closed his autobiography with this passage, and I want to share it with you.

I believe that we are who we choose to be.
Nobody is going to come and save you. You’ve got to save yourself.
Nobody is going to give you anything. You’ve got to go out and fight for it.
Nobody knows what you want except you,
and nobody will be as sorry as you if you don’t get it.
So don’t give up your dreams.