Customer service is essential in every business because customers can make or break your business. In this episode, Justin and Michelle talk about customer service: the tools you use, the processes, how to do it, how to take care of angry customers and all that good stuff.
Ticketing system: kayako, zendesk – it allows you to have a paper trail, look back into the ticket history
we have someone from the Philippines that works during our night time which is where all the bulk of support tickets come through.
If your support person doesn’t know the answer to a question, make him/her create a ‘propose reply’ – the absolute best response that she can think of given her current knowledge and then have her send it to you, look it over and make some adjustments if needed.
CUSTOMER SUPPORT SATISFACTION STATS FROM ZENDESK:
91% of people are satisfied with customer service provided via phone
81% of people are satisfied with customer service provided via twitter
74% of people are satisfied with customer service provided via Facebook
DEALING WITH ANGRY SUPPORT:
people that are least satisfied with their support are people who submitted that request around 5 or 6 pm. because they have to wait until around 10am the next day to get a response.
try to make them happy as quickly as you can and give them something for their inconvenience.
a more human response instead of a flat, robotic response often diffuses the situation and creates more positive response
the angrier they are, the more they actually love your product. When you get in the way of making them happy, they’ll turn out to be your best customers
When they have a complain:
>agree with them and acknowledge the problem
>tell them how you’re going to fix the problem
>offer them something valuable (peace offering) that would make them happy
>ask them if there is something else you can do for them
NEWS / TOOLS
Pinterest introduces place pins - what it does is you make a place board and it adds a map that you can link your existing pins to. A great resource for local business or travel planning
Coin - great for people with too many credit and debit cards. This card puts all of the information from your credit cards and debit cards into one card
In this episode, Justin and Michelle talk about what to do if they had to start all over again …No List, No Website, No Contacts, No Authority.
If you were just starting out today with no list, no website, no contacts, no authority in the marketplace but I needed to make money quickly, it would be good to take advantage of arbitrage. And that would be the arbitrage between the skill sets in developing countries and here. Post your services on wherever people are looking to hire people and then develop a team overseas who could execute that.
The service or software business would be the safest route today if you’re starting from scratch
If you build the biggest fan page in your market and you don’t have to sell, people who do have something to sell will contact you and pay you for advertising their products/services
NEWS / TOOLS
Mobility WOD (start at Episode 1!) - there are great exercises on this site that are basic and can be easily followed.
FB retargeting - FB is releasing their own retargeting – what it does is they will give you a code to put in your website and you will be able to retarget people, build a custom audience on your website, and run custom campaigns for them right through Facebook.
Whenever you put your stuff out there, people are going to give you feedback. In this episode, Justin and Michelle talk about how to cleverly respond to trolls, haters, and critics, and how to move past it.
You just have to take it in strides. Don’t let it get to you, because some people are just literally playing a game on the internet about what buttons they can push to try ad get a reaction – so don’t play their game.
The criticism that can be most hurtful can be the kind of stuff that does have a little grain of truth to it.
Try to use humor to weasel out of situations. Attacking will just encourage them to attack even more.
If it’s really bad, you can just delete them or block them – you have total control of it.
NEWS / TOOLS
AutrePress – It creates social media images for appropriate sizes for every medium.
Friendbuy.com – a tool that allows you to embed on your thank you page, software, app an affiliate program.
Controversy gets a lot of buzz from both sides of the fence – it will get you negative or positive feedback but both get people talking about you. In this episode, Justin and Michelle talk about some case studies about using controversy in marketing and giving some tips on its best practice.
Controversy can be viral. However that one viral hit will not build a brand.
It is possible though to build a sustainable brand when it’s based on controversy – if you can keep it going
Use controversy in a way that will not go over the line.
You have to let people know what you stand for and against
NEWS / TOOLS
Tailwind App – a Pinterest analytics tool that shows you a much deeper look at what’s going on with your your pins
Bitstrips - tool that you can use to create cartoon avatars
In this episode, Justin and Michelle discuss the question they dread most…. How do you track the ROI of your Social Media? If you’re asking that question – this is a MUST hear episode because they explain how you’re going about social media all wrong.
Social media is meant for networking – not as an advertising platform
The internet is the biggest Wal-Mart in the universe. Social media gives business owners a chance to explain why their product is better that the other
Many people are scared to click on ads on Facebook especially if they look too good to be true because most of the time they are scams
I have a fan page because I have products and content that I want people to consume.
Make your posts entertaining and interesting so that people will consume it.
It is possible to track the ROI of a certain post on social media
NEWS / TOOLS
Fuzedapp – connects your Wistia / GoToWebinar with your Infusionsoft / OfficeAutoPilot account.
Chaunna is BACK for part 2 of Business Systems. Last time she stopped in she shared some in depth systems that have helped her systemize and grow her business. (It’s still one of our most shared and downloaded episodes). Today, she’s taking it a step further to answer some of the questions that came in.
1. WHERE DO I START?
Start with the tasks you don’t want to do anymore…
Remember: systems are never finished – the continually evolve with the new technologies, business and service changes, etc.
Make sure that the least skilled person in your organization can do the job with the use of checklists
B. WHAT’S IN A CHECKLIST?
Objective: what does this task get done?
Purpose: Why do we do this task?
Time Required: Multiply your time by 3 when you’re creating a checklist for someone else
Tools Needed: All you need to complete the task.
Procedure: Include tips in order to achieve the task. It can be written, or a step by step video recording
Once you’re finished ask yourself, “How will I grade this checklist?”
C. SMART GOALS – (Specific, Measurable, Attainable, Reliable, Time-oriented)
D. BENEFITS OF CREATING CHECKLISTS
You can show investors/clients how your track record of success.
You can look back and see the growth you have accomplished over time. (and the goals you’ve achieved)
YOU can eventually remove yourself from doing the work and start managing your business.
In this episode, Justin and Michelle talk about buying and selling websites. They share their experiences, successes, and pitfalls.
Where you can buy websites:
digital point forum
How To Prevent Getting Ripped Off
Never transfer the domain name until you’ve been fully paid
Look at the seller’s history on forums
Search for a sentence on that site to see if the same site exists elsewhere
Create a video walk-through
Dig into details and ask tough questions to the seller
-Why is this person selling the website?
-How is this website going to play over a year from now?
-Is the software/industry gonna change?
-How much work is going to be on this website?
SEO is changing. What we called SEO a few years ago would be way different from what “works” today. In this episode, Justin and Michelle talk about the death, the re-death, the revival, and the death SEO …again.
I won’t do SEO the old way (that is, targeting keywords). But instead, focus on content marketing plan, the positions my company is in authority around my topic
Today, focus on traffic that I’m getting from Google and focus on getting viral posts
Focusing on questions creates valuable content, resulting to more traffic from Google
Paying for ads to generate traffic works theses days (Facebook, Linkedin, Twitter)
Building your social profile and distributing content through your social profile is a good idea
You will not be able to use the SEO old work flow anymore (keywords, linkbuilding, etc)
Keyword analytics will not be availalble anymore, unless you’re doing paid ads