January 26, 2011 45 Comments

Your Places

Market Street San Francisco

Often times, people are appalled at the parts of their city that I spend my time in. For instance, in San Francisco, I spend my time in and around Market Street and Union Square. Great, if you’re a tourist, but San Francisco types don’t really want that to represent all that they offer. When I visit New York, it’s Times Square. I love it there. I go there every time I visit New York.

But places, your places, are best defined by experiences and people and familiar elements that you want to share with people, should they choose to visit. When I went to New Orleans, Tom Martin showed me the typical Cafe Du Monde beignet experience, but he showed me some of the other neighborhoods that he loved. What makes me love Pittsburgh has everything to do with Justin Kownacki, including our visits to Bellevue to Affogato, the coffee shop that was the set of his wildly successful web series. Being there felt like being on the SET of a big show (it was-and is- a big show to me).

What does it mean to think about “your places” in the real world, and then what does that mean to reimagine “your places” on the web.

Your Places are a Recipe

When I take people to my small town, I take them by the “yellow place,” my coffee (and ice cream) shop, run by a sweet woman from Italy, who makes great coffee, and who treats my guests very well. If you come to lunch at the Barking Dog or the Ale House, you’ll get a level of service that will leave you impressed and will make me proud for taking you there. And it’s a recipe or a formula:

Ambiance + (Unique) Touch + Personal Service = Memorable (Place). A + T + P = M

Right? That’s why you take me to the places you take me when I visit. Sometimes, it’s one element more than another. When I visited Birmingham, Alabama, I fell in love with the place, but that’s because Merrill Stewart took me around and connected me to amazing people. The “personal service” part was what really hooked me more than the rest of the equation. When I go to somewhere like Cafe Du Monde, it’s more about the unique touch, I guess.

Your Places on the Web

When we try to show someone around Twitter, invariably, the crowd we want to show off is somewhere else. We’ll see a stream of comments about Justin Bieber and sushi when we’re trying to show off all this serendipitous business value. When I want to show off my own website, sometimes it’s on a day when I’ve pitched some product or service, so it’s not like you’re all excited to read about my brilliant insights, because it’s me selling something.

But go beyond that. How does your place on the web (and your other places) stack up with the recipe?

Ambiance + (Unique) Touch + Personal (Service) = Memorable (Place).

Your site design might contribute to ambiance, but then, so does the sense of whether people comment, the sense of whether you’re beating them over the head with things to buy versus sharing information and ideas, and much more. Your uniqueness matters. Are you “yet another product review blog” or are you “A Cowboy’s Wife?” Are you responding to your commenters and other contacts, or are you a quiet monolith?

What Will You Do To Make Your Places More Wonderful?

When I stop by Small Biz Survival, I’m stopping by a place that has a warm feeling, a great voice, and information that matters to me. It’s as personable as a little airport breakfast diner by an airport near Norman, Oklahoma. When I read 300 Words a Day, it’s my opportunity to read a far more accessible version of religion, and it’s one of my places I like to show off. I love when people visit my places.

What will you do to make your places more memorable, online and off? What do you think adds to your places? Why will people choose your online and offline favorites as their places?

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  • http://twitter.com/webby2001 Tom Webster

    I really like this, Chris, and as I review those “M” places from my travels, it strikes me that there is also a not-to-be-underestimated “R.” I remember several years ago I was working across the UK on a big media brand launch in a number of cities. On my last stop, Newcastle, I hit the wall – and the folks at the Malmaison hotel there basically picked me up, dusted me off, and made me feel human again. I ended up staying an extra two days, and spent loads of extra cash there as “therapy.” They may or may not have the best “ATP” in Newcastle, but the difference for me was I was _R_eceptive. Your receptivity to an experience has a lot to do with how you process it, and is the missing ingredient that can either elevate it to Memorable when the other three elements are wanting, or can cause you to miss a memorable experience that has “A”, “T” and “P” in spades.

    Now, studying receptivity – and how you can influence it – there’s a science :)

    • http://chrisbrogan.com Chris Brogan

      Holy crap. That’s a huge “turned on its head” kind of response, Tom. My head might have just popped.

      • http://twitter.com/webby2001 Tom Webster

        Boom.

        • http://www.parmfarm.com Amy

          yes! I agree with Tom as well – receptivity or, in terms of blogging ‘Resonate’…I mean that is what you want – your message, your A,T and P to resonate with your community…because what might resonate with one group…might not necessarily resonate with another. Just like the menu at a restaurant…etc. etc.

          Thanks Chris…and Tom… I just love the thought-provoking stuff. (i’m receptive to it! it resonates with me!!)

          Amy

  • http://www.likeabra.com Camille Rose

    Great post Chris. I really appreciate you sharing the formula. I like that it breaks down the value of “place” into tangible qualities. I use a similar formula when building a business, however I use adjectives that pointedly draw out the experience I wish to deliver across all mediums. I’m also anal about “Consistency,” so that’s part of my formula as well. People return to places because the experience meets their expectations each and every time (ideally). If the coffee/ice cream shop you’re so fond of changes hands, there’s a very good chance you’ll stop going. The experience won’t be the same. The new owner may decide to paint the walls an obnoxious lime green. The new espresso machine may spit out bitter cappuccinos. And most importantly, the familiar face of the little Italian lady who always treated you so well is gone. Lucky for you there’s a Starbucks just down the street.

  • http://jamsmooth.com Jamsmooth

    I like this metaphor for my “web properties.” As I’ve looked at what gets the most response on my site, it’s the posts where I’ve written about what I think and added that personal touch.

  • Pingback: Tweets that mention Your Places -- Topsy.com

  • http://www.margieclayman.com Marjorie Clayman

    Without a doubt, I would take people new to Twitter off to the different communities that have developed around chats – that’s how I met a good portion of my wonderful community. I mean, probably (literally) 60% of my connections have resulted from #blogchat. I’ve gotten to interact with Beth Harte during #IMCChat, Marsha Collier during #custserv, and heck, I’ve gotten to meet super awesome people like @HeidiCohen, @KnowledgeBishop, @PProthe, and @LisaPetrilli just from participating in those communities. Oh, and can I mention the chat my friend @pushingsocial & I started called #tweetdiner? That’s all about creating a digital place.

    As for the blogging end of things, I view everybody’s blog as their own little town or home (it seems creepy to view them as homes, but hey). I love the community that is developing around my blog – I serve the coffee and people bring stuff to talk about. I go to different blogs to see what my peeps are up to, and I’ve met a lot of great people via those blog communities as well. I met Jason Sokol via Suzanne’s community, and Rufus and Susie and Judy from yours, among others.

    So, I guess, she who is verbose all of the time feels that maybe it’s not really about the places for me. I go wherever awesome people are. That’s the place for me.

    I will work on an equation, but I’m pretty sure it’ll be Online Place = Awesome People Squared.

    • http://www.kherize5.com Suzanne Vara

      I do not see it as creepy. IRL we are to bring people around our town/city so virtually we bring them starting at our website. Makes the site design have a bit more of an importance. When we think of bringing people around we show them places that we like IRL and as you and Chris have pointed out, virtually we bring them to other people’s blogs, websites, etc and also introduce them on Twitter, FB, LI, etc. It brings to light, brightly I might add, how we are hanging around on our profiles. When people come and visit us what are they seeing? A decent blend of the business and the personal side? I think that is important to show both. I like thinking of this as people coming to my place/house/website as I can be a really great host once people come on over.

      • http://www.margieclayman.com Marjorie Clayman

        Yeah, it just felt weird saying that we’re all inviting various people into our homes :)

        As for a great host, I guess I have to agree with that…though you have yet to make me cookies :) In fact, that’s true for the both of ya. You guys are VERY stingy on the virtual baked goods.

        • http://raulcolon.net Raul Colon

          Suzanne and Marjorie,

          You guys are more than welcome to visit the Island and I will make sure Lucy will take care of you guys with real baked goods. :)

          • http://www.margieclayman.com Marjorie Clayman

            That sounds REALLY good right about now :)

          • http://raulcolon.net Raul Colon

            Get away from the cold… LOL.. The invitation is open!

          • http://www.kherize5.com Suzanne Vara

            Well it is 65 here so not too cold. Though an island is right up my alley. Margie, you asking me and Chris to bake you cookies? Um … good chuckle over that one. I make some mean good cookies. They are so good that they do not last more than a day or 2.

          • http://raulcolon.net Raul Colon

            Here it is getting colder than usual going to the high 60′s

          • http://raulcolon.net Raul Colon

            Get away from the cold… LOL.. The invitation is open!

    • http://www.dogwalkblog.com/ Rufus Dogg

      Thanks for the mention! It’s no secret I hang around Cafe Brogan to bump into some smart people. It’s been interesting. I’m still working on my formula as well… (Snark+Coy)*Impertinence=Get Away with Stuff Humans Can’t Say Out Loud might be a bit too honest… or not :-)

      • http://www.margieclayman.com Marjorie Clayman

        Cafe Brogan…hmm. Well there you go, Chris. A new venture for ya :)

        I would say the coy definitely works for you, Rufus, but I haven’t seen you be all that snarky. Not that I’m inviting that, mind you…:)

  • http://www.mykta.com Layne

    Hi Chris,
    That was actually something that really blew up in my head to incorporate into my website over the past week. Last week I focused on creating a layout that I hope made people feel welcome, as well as encouraged them to find interesting information. Yesterday, I wanted to find a way to get better feedback as to whether my readership found the site and content engaging, resourceful, and relevant. So I incorporated a poll on the right-hand sidebar and a “Thumbs Up – Thumbs Down” at the top of each article. This way a reader can offer their opinion in a sort of anonymous way, because these tools don’t require additional information like the comment box.

    Creating an expectional experience is something everyone can do whether it be business or just a social interaction.

    Thank you for sharing!
    -Layne

    • http://chrisbrogan.com Chris Brogan

      I love it, Layne. What have you seen in the way of responses? Have you looked at stats or analytics stuff?

  • Kradr2

    Ambiance + (Unique) Touch + Personal (Service) = Memorable (Place). … If I were to illustrate this in terms of importance, I wouldn’t use personal service, I would say personality and it would dominate the illustration. You can have an ordinary place and nothing that remarkable about it and have personality save the day. You can have ambiance, but you can get that in allot of places. You can have a memorable place but you can get that other places. What really counts is how the people feel. They will forget most of the details or better they will fade out, but feelings really anchor and set in longer.

  • DJ Edgerton

    I love the insight Chris. It seems more and more those singular human behaviors that seem so common in the real world are becoming directly relevant in the virtual one, and those who adopt them…or transfer them successfully see immediate fruit. This is literally virtual evolution in action.

    • http://chrisbrogan.com Chris Brogan

      You understand experience. You totally understand the whole picture. You’re a nurturer. It makes utter sense to me that you’d go for this one, DJ. Glad you commented.

  • http://cookieandkate.com Cookieandkate

    So true, Chris. I used to work in a restaurant and our manager always emphasized the importance of ambience and personal service.

    The diner near the Norman airport is called Ozzie’s. Is that the one you’re referring to? Thanks for the shout-out to my hometown!

    • http://chrisbrogan.com Chris Brogan

      That’s the one. I love it. : ) Thank @BeckyMcCray for turning me on to it.

    • http://chrisbrogan.com Chris Brogan

      That’s the one. I love it. : ) Thank @BeckyMcCray for turning me on to it.

      • http://cookieandkate.com Kate

        I knew it! What’s not to love about an all-you-can-eat, cash only diner?

  • http://raulcolon.net Raul Colon

    I thing I will add

    Ambiance + (Unique) Touch + Personal (Service) = Memorable (Place).

    To my secondary words other than my 2011 3 words.

    I agree with you every time someone visits Puerto Rico I want them to get my perspective. The reason why I have decided to live here and not anywhere else.

    I think if we can transfer that to our online efforts then we can really start giving value to our communities.

    Being a great host like You are Chris where I have been able to meet great people who I have interacted with Online as Suzanne, Margie, Tom Webster, and the list goes on.

    Thanks for opening the doors to your place and keeping the community going.

    • http://chrisbrogan.com Chris Brogan

      And where do you take them? What are your places in Puerto Rico?

      • http://raulcolon.net Raul Colon

        Well I try to take them away from the San Juan Metro Area… But if you are ever on the Island you need to separate at least 1/2 so I can give you the historical and non-tourist tour.

        Ponce – is my hometown I try to take you the center of the city at my favorite restaurant Archipielago (on twitter @archipielagopr) where you have a great view of the city.

        Guanica – There is a bioluminescent bay where micro-organisms at night emit light when you touch the water it is a unique experience best appreciated when their is New Moon. Guanica also has an island nicknamed Gilligans Island is a small slot of land about 8 minute boat ride and it seems like paradise One of my favorite places.

        Cabo Rojo – Great beaches (Boqueron and Combate) and the best Puerto Rican Fresh Seafood restaurants in the Joyudas areas. The center of the town has one my favorite Plaza’s where tradition still stands and people meet up on weekends to enjoy music and authentic puertorican treats.

        Rincon – Beautiful place to retire one of my favorite views on the Island. If you come during this season you get to see beautiful whales and a lot of nature trying to keep warm in the caribbean waters.

        Rio Grande – El Yunque Rainforest is something that its a unique experience every time you visit it a lot to see.

        Old San Juan – Although it is in the Metro Area its full of history from the first establishments and buildings built on this side of the hemisphere. To a variety of restaurants with fusioning many international plates with the Puerto Rican touch.

        Overall it also depends on what time of year you come.

        So when are you visiting bring the kids you already have a tour guide!!!

    • http://chrisbrogan.com Chris Brogan

      And where do you take them? What are your places in Puerto Rico?

  • http://matthewm.org Matt Medeiros

    Ah nice!

    Been wondering when we were going to get the deep insightful Chris posts again! I’m redesigning and refocusing my blog to make it my own “place” soon. I love the theoretical of this idea – great stuff!

    FYI my place right now – home prepping to dig out of MORE snow…

    • http://www.twitter.com/joshchandler Josh Chandler

      Matt,

      I personally believe that whilst your blog is “your place”, it is also a place for your community.

      If you create content that you want to read, without thinking about the needs of your community, you aren’t welcoming them in.

      Also, if you don’t reach out and comment on other blogs, you aren’t welcoming that community into find out more about you.

  • Cheryl Dolan

    Love your small town places Chris! Go there often – perhaps we shall meet there one of these days . . .

  • Cheryl Dolan

    Love your small town places Chris! Go there often – perhaps we shall meet there one of these days . . .

  • http://www.simplyzesty.com Niall

    I was reading a survey last week that said there are about 12 sites or apps that you pretty much use as defualt as an average internet user. Sure there are others that you did in to but there are alays about 10-12 main ones. Amazing there are so few “places” when the web has 100s millions sites!

  • http://www.simplyzesty.com Niall

    I was reading a survey last week that said there are about 12 sites or apps that you pretty much use as defualt as an average internet user. Sure there are others that you did in to but there are alays about 10-12 main ones. Amazing there are so few “places” when the web has 100s millions sites!

    • http://www.twitter.com/joshchandler Josh Chandler

      Niall,

      We all have our preferences. It really depends on what we want out of the experience.

      For instance, do we want an RSS reader app which spots interesting social trends such as My6Sense, or are we happy with a standard web based RSS reader like Google Reader?

      Each person uses the internet in their own unique way. :)

    • http://www.twitter.com/joshchandler Josh Chandler

      Niall,

      We all have our preferences. It really depends on what we want out of the experience.

      For instance, do we want an RSS reader app which spots interesting social trends such as My6Sense, or are we happy with a standard web based RSS reader like Google Reader?

      Each person uses the internet in their own unique way. :)

  • http://twitter.com/lushbeads Lush Beads

    Retail businesses who are trying to compete price-wise with Internet sites all need to have this formula burned into their brains. THIS is how you compete. Give people a reason, beyond your product, to come to your shop and spend their money. In my shop, it is my excellent ability to match colors, my fun and engaging personality, and my enthusiasm for the craft and the materials I sell. All of these things, plus being in a cool old mill building with 200+ other artists, makes people come back again and again.

    • http://chrisbrogan.com Chris Brogan

      Exactly. You’re living it right now. : )

  • http://markharai.com Mark Harai

    I love this post Chris… lost for words at the moment – but deep in thought.

    That’s what I appreciate about you the most – you really get me thinking.

    Thanks for that : )

  • http://www.graphicdesignboss.com GraphicDesignBoss

    Lovely post Chris. I think places say so much about who we are as people.

    From a business perspective, as a graphic designer with 20 years experience, I’ve learnt that the places I put myself in a work or social context can actually provide great opportunities for new business.

    Usually you are in places because you are there with people you like. The place + the person helps define your experience, and in my case as a graphic design business owner – it can also define your bottom line.

    I’ve just moved into another place – on the web and started a blog to help other graphic designers who are thinking about making the leap and going into business for themselves. My last post was even about getting in the right places. funny how people can think alike for completely different reasons!

  • http://twitter.com/joeslaughter Joe Slaughter

    Thanks Chris. Liked the formula for great places. I’ve still got to find a place to replace the “now torn down” Preston Ctr. Metro Diner in Dallas. When I walked in, the waitress would say, “Do you want your regular?” Or, if you wanted something not on the menu, she would get it for you. Thanks for mentioning my birthplace, Birmingham, AL. Some great people there.

  • http://hannahsharvest.com Hannah Marcotti

    I found this late, so resonating with me. I have so much gratitude for the virtual places that have allowed me to go from a Stay at home mom to a woman running a business from her home. I find myself link hopping sometimes to these amazing online places where I just want to stay and get cozy in.

    In Rhode Island, I don’t get out much, but Julien’s is an amazing down to earth place with a rockin bloody mary and they make sure everything is safely gluten-free, they give you a taste of what the real Providence is.