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Evergreen Profit – Whitelabel WordPress
6 minutes | 4 years ago
Level Up Your Service With A Quality Support Desk
Nobody likes being treated like a robot or a number in a ticket system. We all like a more personalized customer service, especially when we are buying something important. So how do you reconcile this with the need to keep things organized while managing a project and a team at the same time? Justin Meadows answers this question plus a few easy tips you can use to improve the quality of service you give your clients. That’s what we are going to discuss in today’s episode of Hassle-Free Websites. In the video: 00:44 – What design by committee is 00:42 – Why use a support desk? 01:43 – How to make the support desk experience awesome 02:15 – The advantages of using Helpscout 02:50 – Clear your inbox with a white label support desk 03:35 – Transitioning to a support desk 04:30 – Make sure to quickly respond to clients Download Support Desk PDF Training Why Use A Support Desk Managing a project can be a nightmare. Emails can get lost, giving updates to everyone involved can be a cumbersome affair what with the massive CC’ing backwards and forwards. And with all the documents and files you need to organize plus a whole team you need to manage, taking control of a project can get downright hellish. It can be easier though if you use a support desk. Keeps all communication in one place A support desk allows you to keep all communications in one place. All your team members can see the thread of the conversation so they stay informed without you having to email them or conduct meetings each time there’s a new update. Someone can take over for you You don’t have to worry about the project if you get sick or if one of your team members goes on leave. Someone else can step in and take over the project exactly where it is left off. There’s no need to explain where the project is at. With a support desk, everything is documented and can be reviewed at anytime. Streamlines work more efficiently A support desk allows you to keep information organized and centralized. Manual processes are eliminated and workflow becomes more streamlined. This way, your life becomes easier and you get to be more productive with your time. Making Support Desk Experience Awesome Now that we’ve established the benefits of using a support desk, let’s talk about how you can even make it more awesome for your clients. You’re human. Talk like one. The first thing you have to keep in mind is this: don’t be a robot. When responding to clients, you need to sound like a real person. Be friendly and relaxed. Otherwise, you won’t sound human. And nobody likes doing business with a machine. Avoid using canned responses and ticket numbers. Use Helpscout Helpscout is a great tool to use to achieve this personalized approach in handling support desk. While it helps keep things organized by allowing you to merge several different emails from clients in one thread and other basic things you need, it also creates a more personalized email for customers. This way, your customers won’t feel they are just a number. Helpscout keeps things simple and systematic without compromising that personal touch clients are looking for. Be Real. Don’t Be A Robot.Click To Tweet Clear Your Inbox With A White Label Support Desk But the easiest way to manage the projects and ongoing support you are handling is to use a white label support desk. How does a white label support desk work? It’s like this: When your clients email support at your domain, the emails go through our support desk. We can then reply to them directly. Because we’ll be acting as your support team, you won’t have to worry about every little detail of every little thing—we’ll be taking care of all of them for you. In fact, we make sure each email is responded to within one hour. Clients don’t like to wait, so we make sure they get a response even if it’s simply to acknowledge that we have received their email and that we’ll get back to them shortly. We check each ticket and sort out the ones that are urgent. Of course, we will let you know about the things that require your attention. But overall, a white label support desk frees up your time so you can focus more on your business and other things that matter to you. Use a white label support desk to clear your inbox.Click To Tweet Other Practical Tips Ideally, it’s best to use a support desk in a project as early as possible. Reply to clients from the support desk instead of using your personal email. You can do this by first forwarding their email to support and then replying to them from there. Aside from a smooth transition, you will also be able to save a lot more information about the project because you have used support desk since the initial contact with the client. If you’re in the middle of a project and want to move clients to a support desk email, encourage them by explaining how the switch can be beneficial for both of you. Make sure they get a quick response when they do email you that way. Maintain a fast response on the support desk.Click To Tweet Liking the show? Subscribe on YouTube Or iTunes Or Stitcher In Other News: The post Level Up Your Service With A Quality Support Desk appeared first on Evergreen Profit - Whitelabel Wordpress.
8 minutes | 4 years ago
Defeat Design By Committee. Set Rules.
Have you ever experienced a project spiral out of your control? It’s like watching a car crash in slow motion. All you can do is sit and take it. That’s how design by committee usually ends. It turns into a big mess for everyone involved. You’re actually doing your client a favor if you maintain control of the project by setting rules and strictly following it. That’s what we are going to discuss in today’s episode of Hassle-Free Websites. In the video: 00:44 – What design by committee is 01:16 – The disadvantages of design by committee 01:51 – Why you need rules 03:36 – Rules on communication 04:13 – Payment terms 04:37 – Rules on tools and software 05:47 – Content submission 06:18 – Progress previews Download PDF Transcription Why Design By Committee Sucks It happens sometimes. You find yourself in a situation where you’re dealing with a client who might not be the final decision-maker for the website. Or even if he is, he has one or several business partners who help him make decisions. It’s also common for a client to bring in advice from someone else—his mother, wife, husband, brother, friend. This is design by committee and you want to avoid it as much as possible. That’s because all these extra people feel they need to add input for the website just because your client is involving them. Yet, these people do not have all the context and background information to give educated advice. When this happens, trouble begins: it increases the number of revisions needed to make the project, it delays the decision-making and the project moves away from what was originally planned. Too many chefs spoil the broth.Click To Tweet How To Avoid Design By Committee And Keep The Project Running Smoothly To keep the project from falling apart, avoid design by committee at all cost. Instead, deal with only one person—and that person should be the final decision-maker for the website. Make this clear to your client from the very beginning either through your initial proposal, the brief, an FAQ section on your website or in conversations you have with the client. 1. Set general rules. It’s important to set rules which you and your clients should follow throughout the project. It can be tempting to bend your rules to get a client go over the line. But you’ll find being strict in following these rules are beneficial not just for you, but also for your client. Rules allow you to do your best work. It gives you the freedom to do things in a way that’s comfortable for you. It fuels creativity and helps deliver the best results for the client. If you find a client actively trying to get around your rules, then it’s time to reevaluate if you are really willing to have them as a client. Setting rules can be hard if you are just starting out because then you won’t know what sort of rules to set in the first place. Most of the time, these rules come from trial and error. You do things the wrong way and then you learn what rules to put in place so you don’t find yourself in the same situation. Have strict rules. For your client’s sake.Click To Tweet 2. Lay parameters around communication. You might want to consider setting up rules and boundaries on your communication with your client. For example, you might want to tell clients you won’t be available on weekends, but can only be called on business days and only during business hours. Also inform your clients how to best communicate with you, how you want instructions to be relayed and how feedback should be provided. What we do in our company is communicate via email for projects. This allows us to keep all correspondence in one thread. Instructions relayed over the phone can’t be kept as a reference so we don’t allow clients to do it over the phone. 3. Think about your payment terms. Another rule to consider is your payment terms. If they have the budget for the project, then there are very few reasons why a client can’t pay you in advance. However, it also makes sense to go 50-50. Do what works for you. Just make sure the client understands when payments need to be made and how they should be made. 4. Consider your tools and software. You should also regulate the tools and software you use. For instance, we have rules in selecting plugins and there are some plugins we don’t use at all. We don’t buy marketplace themes and customize them. We always work with proven theme frameworks. We also don’t work with other platforms except WordPress. This is because we believe it’s important to be an expert in one area instead of spreading yourself thin over several platforms. It’s also important to leave complete control of the asset to the client. So when it comes to domains, what we do is guide the client through the process of purchasing instead of us purchasing it in their behalf. For software licenses, unless we have a developer license, we make sure it is purchased in the client’s name. This way, the client is directly notified for any renewals or ongoing billing and will avoid complications later down the track. 5. Content submission Content affects both the design and development of the website. Without it, the completion of the project can get pushed back. Ideally, it is best if you can have the content upfront. But sometimes, getting content from clients is like pulling teeth. It can be really hard to do. To help you with this, check out this app. It will make content collection a lot of easier for you. 6. Content submission Your client might want to know where you’re at with the development. They will ask to see the progress of the website. Most clients don’t quite understand the development process so what often happens is they end up adding more feedback and make little changes here and there. These “minor” changes can balloon up and make the project hard to manage. To avoid this, don’t show the client anything until it’s pretty much ready to go live and has gone through QA and bug testing. You can use this initial list if you don’t know how to begin setting your own set of rules. There are certainly other variations and additional rules you can add to this list. Whatever they are, what’s important is for you to let your clients know what they are right from the start. Make Your Rules Clear Upfront.Click To Tweet Liking the show? Subscribe on YouTube Or iTunes Or Stitcher In Other News: The post Defeat Design By Committee. Set Rules. appeared first on Evergreen Profit - Whitelabel Wordpress.
8 minutes | 4 years ago
Create A Killer Proposal The Easy Way
Today here on Hassle-Free Websites, we will pick apart ideas on how you can write proposals that are not just creative but on-point. Our host, Justin Meadows, will guide you through easy and simple steps that will inspire you to write that killer, high-conversion-rate proposal. In the video: 00:46 – Focus on the broad ideas, not the technical details. 01:18 – Understand the business needs of your client by asking the right questions. 02:06 – SPIN Selling 02:49 – Sections to include in the proposal. 06:35 – Create a template for future use. Download Website Proposal PDF Training 1. Avoid technical details It’s a trap most people who write proposals fall into. In their eagerness to show clients the things they are going to do and how they are going to solve their client’s problems, they include all those technical, jargon-filled details into the proposal. Speak in plain English.Click To Tweet That’s a big mistake. Those technical details are best covered in a brief which you will submit to the client only after they have paid the deposit. The cost of creating this brief should be included in the overall cost of the project. What the proposal should cover are the broad strokes when it comes to deliverables: identifying the client’s needs and repeating it back to them in their language to show you understand what they want to happen. 2. Understand what your client needs Before you even start thinking of writing the proposal and what to charge them, first you have to think: what does my client really need? Take the time to talk to your clients to uncover the answer. Ask them the right questions. Think of yourself as a doctor. Doctors ask their patients if they are feeling any pain in their bodies, when it started and other questions. All these will help him find out the true affliction of the patient. Ask the right questions.Click To Tweet It’s the same thing when talking with clients. Ask them what they think is the problem. Probe deeper by follow it up with other questions that will help you get into the heart of the matter. Only in finding the right “diagnosis” will you be able to accurately prescribe an appropriate solution for them. 3. Follow the SPIN Selling Framework A great framework for this kind of selling is called SPIN (Situation-Problem-Implication-Need). It helps land projects by assessing the current situation of the client, the problems they are experiencing in their current situation, the consequences of those problems to their business in the long term and the solution they need to solve the problem. Let’s put it in a different way. You are not just selling your client a website; you are selling them a solution. You are helping them move from their current situation into a better situation. Don’t sell a website. Sell a solution.Click To Tweet Check out the book by Neil Rackham to know more about it. 4. Sections To Include In Your Proposal Now that we’ve discussed the overall substance that makes a great proposal, let’s complete its effectiveness by including these sections in it: Overview – This is the most read section of the proposal aside from the price, so make sure you get it right. Skim over the current situation of the client, the problems they are facing and the implications of these problems. Then, accurately describe in broad terms the solution you are offering them. Write it in the same language the client used during your interview so they’ll feel the overview is directly speaking to them. Process – The process is the organized action plan or workflow of the project. It explains to the client the outline plan of the work involved, what things they can expect from you, what you expect from them. Basically, it is your opportunity to explain to the client how things are going to work and how you need them to work with you. Timeline – Don’t set hard deadlines when writing the timeline. Instead, enumerate each step or phase of the project. Then, indicate what is expected of you and the client for each phase before going through the broad timeframe of how long it will take to finish each phase. Briefly explain that if any of the steps are delayed, then the whole project will also be delayed. Scope – This section talks about what you will do for your client. Cover only the chunks of what they will be getting in broad terms. Features and Benefits – It’s always a good idea to balance features with benefits your client will get from it. For this section, it’s best to create a template for the features and the corresponding benefits you provide for clients all the time. Then, simply add or remove a feature / benefit so that it’s applicable for a particular client. Case Studies – Case studies will demonstrate how you have helped past clients in a similar situation solve their problems and achieve their business goals. FAQs – The FAQ section will cover other questions and details your client might be interested to know. Investment/Pricing – After reading the overview, clients typically skip to the price section to find out how much your service will cost. List down the things you will do to meet their needs and fix each of their problems before adding how much it will cost. This way, the things included in your price are clearly defined. Getting Started – Make sure to clearly state in simple terms what they need to do next to get started on the project. Also make sure that that step is as easy as possible for them to do. Place the Getting Started section directly under the pricing section. Legal Terms And Conditions – Payment, delivery terms and legal conditions of your proposal are defined under this section. Keep it short but to the point so it’s easy to read. Otherwise, the client will need more time to go through it properly and ultimately delay the agreement. 5. Other Actionable Tips When interviewing your client, it’s useful to record your interview so you can play it back to yourself later while you are writing the proposal. After writing the proposal, create a template so you don’t have to write the whole thing every single time. Simply edit the proposal to make it relevant for the particular client you are working with. Some great places to find some proposal templates to get you started are BetterProposals.io and WP Elevation Liking the show? Subscribe on YouTube Or iTunes Or Stitcher In Other News: The post Create A Killer Proposal The Easy Way appeared first on Evergreen Profit - Whitelabel Wordpress.
7 minutes | 4 years ago
How To Deliver An Awesome Customer Experience
Referral business is gold. It is the easiest and cheapest way to grow your website design business. In today’s episode, Justin Meadows explains how you can engineer your customer experience to surprise and delight your customers to build a steady flow of referral and repeat business. In the video: 00:40 – What makes customer experience so important 01:13 – Referral Business is gold! 02:10 – How to provide the awesome experience 03:41 – Map out the process 04:28 – Build Buffers into your timeline 04:49 – Design the process to delight 05:20 – Add extra value to your service 05:38 – Celebrate success with the client 05:49 – Follow up after the project Download PDF Transcription 1. Keep in touch with your client throughout the project Communication is crucial in business. When a client pays the deposit, it’s important they hear from you, they know what’s going to happen and when things will happen. This way, they won’t be left in the dark, wondering what’s going on. Engineer your service to surprise and delight.Click To Tweet Regularly keeping in touch prevents them from feeling anxious about their marketing investment. So guide them through, be their Yoda and trusted adviser. Be friendly and reassuring. The golden rule is to not wait for them to ask for updates; give it to them without being asked. 2. Create a realistic timeline to deliver (plus some padding time) The next step is to deliver the site and to deliver it on time. To create a realistic timeline, visualize the whole project and the process flow. Identify the key touch points of each process and think of steps (and remove unnecessary ones) that will improve it. Map it all out on a whiteboard. Then, use your project management software or calendar to set triggers or reminders for each of the steps. This will serve as your guide as to what and when things will take place. Most importantly, build buffers into your timeline. As James Schramko explained to me, you can either design your process to delight or to disappoint. For example, the developer tells you he can finish a particular job in two weeks, tell your client it will be finished in 17-19 days instead. Build buffers into your timeline.Click To Tweet This way, if something goes wrong, you won’t disappoint your client with a delayed delivery—you’ll still be on time. BUT, if everything goes as planned, then you’ll surprise and delight your client by delivering earlier than expected. Design to delight, not disappoint. 3. Provide extra value to your service If you want to build brand awareness and loyalty, give a little extra value to your service. It doesn’t have to be something big. It could be a printable PDF of a free source or a free guide which they might find useful. The purpose is to give your clients something they weren’t expecting and that they find valuable. The result is repeat customer, loyalty, and word-of-mouth referrals When your client is happy with his experience in buying a website from you, two things happen: 1. The next time they need help with their website, they will surely come back to you. That is customer loyalty in the making. 2. They will likely tell their friends and the people they know in their business network how awesome you are and will send more clients your way. Referral business is gold!Click To Tweet Before you know it, your reputation and market base will slowly grow. What’s more, referred and repeat customers are the best kinds of clients to have because they already know you are credible and can be trusted in delivering an amazing job. It will also make the price of your service less significant because they know they will get more value for their money. Zendesk highlight the importance of customer buying experience here. Find out more about how to sell awesome websites in this article. Liking the show? Subscribe on YouTube Or iTunes Or Stitcher In Other News: The post How To Deliver An Awesome Customer Experience appeared first on Evergreen Profit - Whitelabel Wordpress.
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