Fleecing our community: the social problem

Black sheep-1

I’ve been thinking about credibility nonstop lately. But it’s a topic I’m nervous to broach, because I know my opinions are unpopular in certain circles.

Then I read The Economist’s article on affinity fraud and decided to get off the sidelines.

Here’s the article. Basically, it’s about scams “in which the perpetrator uses personal contacts to swindle a specific group.” Of late, Bernie Madoff is the most famous example, but the article leads with a story about Ephren Taylor.

Taylor is a pastor/investor. His schtick was visiting churches and pitching parishioners, telling them he chose investments with God’s guidance. People who entrusted their money with Taylor were guaranteed 20 percent (apparently God’s track record is merely above average).

It sounds ridiculous, right? How did Taylor ever manage to convince people that God doled out investment advice?

Social approval.

First, Taylor spoke at mega churches. This put him in a position of undeniable authority before the parishioners, who already placed deep trust with their pastors.

Second, Taylor was sanctioned by the media. He appeared on legit news organizations like CNN and NPR.

In online parlance, Taylor had authority and social proof in spades.

“An essential element of Mr. Taylor’s approach was to make those he targeted want to invest in him personally, says Cathy Lerman, a lawyer representing some of the victims. “He was a master of creating a marketing presence. He would say: ‘If you want to check me out, just Google me.’” He had no problem convincing them that he was an ordained minister, even though he had no formal seminary training, according to court documents. (emphasis mine)

How did Taylor spend his social capital?

“Divine inspiration, alas, has given way to legal tribulation. For many investors, the 20 percent guaranteed returns proved illusory. Mr Taylor (whereabouts unknown) stands accused of fraud in a number of lawsuits.”

Gee, I love me some fraud.

It’s tempting to poke fun at the parishioners who believed God would watch over their investments.

And yet…

The techniques used by Taylor are best practices in marketing.

Guest blogging is the online equivalent of speaking from the pulpit. Anyone looking to become an expert in their field should appear on media channels.

These techniques are not inherently bad (except the lying bit). Indeed, I am pro guest posting, and my business is all about getting covered by the media.

There is nothing inherently wrong with marketing. The evil dwells within the mind of the fraudster.

Unfortunately for the trusting, honest and well-intentioned majority, social authority is easy to manufacture.

Anyone can buy Twitter followers, Facebook likes or blog subscribers. A skilled publicist knows how to create irresistible media angles for even the shadiest of characters.

No, I’m not naming names. My suspicions are gut reactions, the hair-on-edge feelings you get when your body is telling you danger is near. No proof = no throwing aspersions. I promise you this: I never write about or promote people that put me on edge.

So the question is…

How do we protect ourselves?

Study the psychology of marketing. This is a good idea, anyway. Whether you’re running a business, working for someone else or simply trying to get your kid to eat his peas, it’s good stuff to know. A few good books are Influence, How to Win Friends and Influence People and Scientific Advertising. Fair warning: after you read these books, you will see sales techniques everywhere. It’s a little frightening at first.

Ask yourself, Why am I giving my money to this person? I do this all the time. I’m happy to turn my money over to someone when there’s a clear benefit. But sometimes, when I dig deep, I realize that one of the following factors is at work: I like so-and-so and want to support them, everyone’s doing it and I don’t want to miss out, or I think Oh, I should learn that! when it never was on my radar previously. These are all huge red flags that maybe the product or course isn’t right for me.

Define a clear objective before you purchase. When I work with clients, I am obsessed with defining the project’s deliverables. Not, we’ll consult on your media strategy, but I’ll give you a customized Media Blueprint that will provide pitches, editorial profiles and contact information for 10-15 media outlets. Then I’ll teach you how to pitch them.

This is good for the client — and for me. You know exactly what you’re getting, and if it’s not a right fit, you can walk away. This has happened, by the way, when a potential client needed something I couldn’t or wouldn’t give them, and that’s as it should be.

Be wary of too-good-to-be-true claims. Is anyone making 20 percent returns? In what time frame? Can I talk to a client who can share with me their actual performance? An itty bit of skepticism is healthy.

Ask the uncomfortable questions. Not sure a service or product is right for you? Ask a tough question. I did that with Marianne Elliott before I took my first 30 days of yoga course. Her response was respectful, knowledgeable and directly answered my specific concern. Booyah!

  • Here’s something to watch out for: People write testimonials for their friends. That’s okay. We believe in our friends, and often they can help us! But sometimes these things are favors — the writer hasn’t actually read a guide or taken a course. A great question to ask is: Which of these testimonials were written by clients?
  • Find out how a person developed their skill set. Demand a specific answer. Do not accept: I’ve consulted with 100′s of small businesses on their social media strategy. Instead, listen for something like: I honed my craft working for clients like xx, who I achieved yy for. If someone is just starting out, it’s okay to take a leap of faith, but don’t let anyone get away with overstating their credentials.
  • Be wary of, Oh, I do that, too! style claims. Although I explicitly offer PR services, I also do some copywriting. I really enjoy it. But if a client asks me to consult on business development, I politely decline. Since I haven’t yet run my own successful business (although I hope I’m on the right track!), I feel it would be unethical to advise another in that capacity.People have skill sets that aren’t explicitly promoted on their websites or sales copy. But buyer, beware the business that claims expertise in everything.

As my old boss said, trust but verify.

This advice is more relevant than ever in an environment when media gives us all a platform — to use for good or the despicable.

What’s your take on this issue? Are you wary of the effects of social authority? How do you decide who you trust — and when do you walk away?

The Conversation (9 Comments)

  1. I think this post is brilliant and I’m glad you’ve shared it. Keep writing thoughtful and true, B. Keep going.
    Mari Huertas recently posted..there are two ways to look at money

     Reply
    • Brigitte wrote

      Thanks for all your support, Mari!

       
  2. I always thought that I didn’t care about testimonials, but I’ve now realized that I am very susceptible to social authority and peer influence when I’m buying things. I really don’t like feeling that I’m making a decision based on what my friends and respected colleagues are doing, but it happens. Once I’ve tried a person’s work, though, my decision to stay with it or not is mostly based on my personal experience of the results their giving me. In other words, I’ll try once on someone else’s word, but I’ll only stay if I’m getting what I want.

    Now I’ve been online long enough to have been burned a few times, so I’m trying to be more thoughtful and intuitive when I make choices about who to trust. (With online buying it’s so easy to be impulsive — much more so than with physical purchases — that I can see the difference in my level of cautiousness.)

    Thanks for wading into the issue, Brigitte. It’s a really important one.

     Reply
    • Brigitte wrote

      I’m sorry you’ve been burned, especially because I see you as such a thoughtful and warm person. :(

      Thank you for sharing your experience. It’s important to support one another.

       
  3. Mary wrote

    Don’t know why your take on this should be controversial, it is just common sense and not only relevant to the young starting out but also to the old being schmoozed for their life savings. Not only are we susceptible to “social authority”, we also think age alone brings wisdom and we know everything. “Can’t fool me.” we say, as we hand over the grocery money or maybe the whole retirement fund. But, you are talking here about more than being cautious of others. You are talking about being ethical in your own business practices. I applaud you for it.

     Reply
    • Brigitte wrote

      Thanks for adding this additional take, Mary — and the compliment to my business practices. :)

      My grandparents had to install caller ID finally, because they were fielding so many calls from telemarketers. They’re intelligent (and former business owners!), but telling the good offers from the outright scams was getting difficult.

      Regarding the controversial aspect, I’m worried about ruffling feathers, as there is a thin line between savvy marketing and subtle deception — one that I see a lot of people trying to navigate.

       
  4. Mary wrote

    Yes, I can see how that thin line would be difficult to walk while engaged in PR work. Ask Honda about their subtle fudging on gas mileage. And there are those who would argue
    that success is gauged by the effectiveness of the marketing
    campaign itself and not by whether the product lived up to the campaign.

     Reply
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