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A
few months ago, I was on a call with a tour operator who was frustrated
with their bookings. Traffic was decent, enquiries were inconsistent,
and sales felt unpredictable. They had already decided what the solution
was before the call even started.
“We just need to run ads properly.”
It’s
a common starting point. Ads feel like action. They feel measurable.
They feel like the lever you pull when things aren’t moving fast enough.
And to be fair, in the right situation, ads can absolutely work.
But this wasn’t the right situation.
As
we talked through the business, it became clear that the issue wasn’t
visibility. People were already finding them. The issue was what
happened next. The positioning was vague, the messaging tried to appeal
to too many types of customers, and the experience itself, while good,
wasn’t being framed in a way that made it feel distinct or memorable.
In simple terms, they didn’t have a traffic problem. They had a clarity problem.
If
we had turned on ads at that point, we would have done exactly what
they wanted. We would have driven more people to the website. More
clicks. More eyeballs. More activity.
But we wouldn’t have solved the underlying issue.
We
would have sent more people into a system that wasn’t converting
properly. And when that happens, two things usually follow. First, the
cost per booking rises because you’re paying to attract people who don’t
quite understand what makes you different. Second, the business starts
to believe that ads “don’t work,” when in reality they were just
amplifying a weak foundation.
That’s why I told them not to spend on ads.
Not
because ads are bad, but because ads are a multiplier. They don’t fix
problems, they scale whatever is already there. If your positioning is
strong, ads can accelerate growth. If your positioning is unclear, ads
accelerate confusion.
Instead, we focused on tightening the fundamentals.
We
worked on who the experience was really for, not who they hoped it
might appeal to. We simplified the messaging so it spoke directly to
that audience. We restructured parts of the website so that within a few
seconds, a visitor could understand what made this experience different
and whether it was right for them. We looked at the journey from first
impression to booking and removed points of friction and doubt.
None
of this is as exciting as launching a campaign. It doesn’t give you
instant numbers to look at. It feels slower, and in some cases, it feels
like you’re not “doing marketing” at all.
But this is the work that makes everything else effective.
Once
those pieces are in place, ads become far more predictable. You’re no
longer guessing who you’re trying to attract. You’re not relying on
volume to compensate for weak messaging. You’re amplifying something
that already resonates.
There’s
a tendency in business to reach for tactics when things feel uncertain.
Ads, SEO, social media, email campaigns. All of these have their place.
But if the foundations aren’t clear, they become expensive ways to
learn the same lesson over and over again.
The question isn’t “should I run ads?”
The
better question is, “if I send more people to this, will it work
better, or will I just see the same problems at a larger scale?”
If
it’s the latter, the smartest move is not to push harder. It’s to step
back, fix what’s underneath, and then use ads for what they’re best at.
Acceleration, not rescue.
Cheers
Chris
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