June 12, 2017
We’ve been in business at Return Path for almost 18 years now. We’ve seen a number of competitors come and go across a bunch of different related businesses that we’ve been in. One of the things I’ve noticed and never quite understood is that many of our competitors expend a lot of time and energy publicly trash talking us in the market. Sometimes this takes the form of calling us or our products out by name in a presentation at a conference; other times it takes the form of a blog post; other times it’s just in sales calls. It’s weird. You don’t see that all that often in other industries, even when people take aim at market leaders.
During the normal course of business, one of sales reps might engage in selling against specific competitors — often times, they have to when asked specific questions by specific prospects — but one thing you’ll never see us do is publicly trash talk a single competitor by name as a company. I’m sure there are a couple people at Return Path who would like us to have “sharper elbows” when it comes to this, but it’s just not who we are. Our culture is definitely one that values kindness and a softer approach. But good business sense also tells me that it’s just not smart for four reasons:
- We’re very focused and disciplined in our outbound communications — and there’s only so much air time you get as a company in your industry, even among your customers — on thought leadership, on showcasing the value of our data and our solutions, and on doing anything we can do to make our customers more successful. Pieces like my colleague Dennis Dayman’s recent blog post on the evolution of the data-driven economy, or my colleague Guy Hanson’s amazingly accurate prediction of the UK’s “unpredictable” election results both represent the kind of writing that we think is productive to promote our company
- We’re fiercely protective of our brand (both our employer brand and our market-facing brand), and we’ve built a brand based on trust, reputation, longevity, and being helpful, in a business that depends on reputation and trust as its lifeblood — as I think about all the data we handle for clients and strategic partners, and all the trust mailbox providers place in us around our Certification program. Clients and partners will only place trust in — and will ultimately only associate themselves with — good people. To quote my long time friend and Board member Fred Wilson (who himself is quoting a long time friend and former colleague Bliss McCrum), if you lie down with dogs, you come up with fleas. If we suddenly turned into the kind of company that talked trash about competition, I bet we’d find that we had diminished our brand and our reputation among the people who matter most to us. Our simple messaging and positioning showcases our people, our expertise, and our detailed knowledge of how email marketing works, with a collective 2,000 years of industry experience across our team
- Trash talking your competition can unwittingly expose your own weaknesses. Think about Donald Trump’s memorable line from one of the debates against Hillary Clinton – “I’m not the puppet, you’re the puppet” – when talking about Russia. That hasn’t turned out so well for him. It’s actually a routine tactic of Trump, beyond that one example. Accuse someone else of something to focus attention away from your own issues or weaknesses. Don’t like the fact that your inauguration crowd was demonstrably smaller than your predecessor’s? Just lie about it, and accuse the media of creating Fake News while you’re at it. Disappointed that you lost the popular vote? Accuse the other side of harvesting millions of illegal votes, even though it doesn’t matter since you won the electoral college! Think about all these examples, regardless of your politics. All of them draw attention to Trump’s weaknesses, even as he’s lashing out at others (and even if you think he’s right). We don’t need to lash out at others because we have so much confidence in our company, our products, and our services. We are an innovative, happy, stable, profitable, and growing vendor in our space, and that’s where our attention goes
- Publicly trash talking your competition just gives your competition extra air time. As PT Barnum famously said, “You can say anything you want about me, just make sure you spell my name right!”
Don’t get me wrong. Competition is healthy. It makes businesses stronger and can serve as a good focal point for them to rally. It can even be healthy sometimes to demonize a competitor *internally* to serve as that rallying cry. But I am not a fan of doing that *externally.* I think it makes you look weak and just gives your competitor free advertising.