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In this podcast Sam & Josh was invited in the The Marketing Innovation Show’s first episode of the year with Host Andrei Tiu. They talked about subjects such as the changes that have happened in 2020 in terms of business processes, trends in sales & marketing automation for 2021, as well as designing a future-proof business infrastructure for this year and a touch on multi-channel attribution and how to implement this correctly in both sales & marketing.
Andrei: Hello everybody, this is Andrei and you are on The Marketing Innovation Podcast Show. Our special guest for today is Sam Ovett, who is a co-founder of mobile pocket office and is leading the way in helping new and established businesses, augment the human and technological resources to leverage growth and streamlined productivity.
And today, as we are just kicking off 2021 new year, uh, we’ll look at how to best automate business and marketing processes this year in order to have your business or your department, uh, bring better results. And the rocket basically through the year. So Sam, how are you? How’s everything going? Very happy to have you on.
Sam: Doing good. Doing good. Can’t complain, thankfully. And you know, even though the pandemic is raging right now, I am, uh, I am doing good and everybody wants to get online still. So that is keeping us very busy. Nice.
Andrei: You also have the weather to go with it. I see the skis in the background.
Sam: The skis are right here, eight miles from the nearest ski area.
So we keep a very busy outside along the way. And so it’s a nice way to break up being on the computer with going outside and playing, you know, so we’re very, we’re like 8,500 feet for a. What would that be in meters for the non, for the metric list?
Andrei: Uh, I’m not very good with, uh, transitions either, but it’s pretty high.
Sam: It is really hot. Two meters. I’m going to Google it real quick. It’s 2,590 meters.
Andrei: Oh, that’s cold
Sam: and high, but it’s beautiful. We’re up here in the mountains in just about Boulder, Colorado in the
Andrei: United. Nice, nice, nice. Super. So, um, I think to, you know, build a report and get you, uh, get people to know you’re reading let’s.
Um, tell us, tell us a bit about you, tell us a bit what you do with the, you know, with a company, with your father, with, uh, you know, the projects that are run at this point in time. Uh let’s let’s hear.
Sam: Yeah. So I think I’ll, I’ll share my background for a bit because I think it’s interesting and it’s a little different.
I went to school for environmental sciences. And then after that started, uh, into the world of the outdoors and ended up guiding and, uh, being a professional athlete in the outdoor world as a whitewater. And funnily enough, whatever I realized in that, as you’re a professional athlete, that primary yeah.
Aspect of it, what you realize is as a professional athlete, one of the primary things you are when you work for, when you’re sponsored by different companies, is you’re part of the marketing team. You may have physical talents, but really their physical talents that you’re videoing or posting about or sharing what you’re doing.
And you really are a part of the marketing team. And so there’s a couple of things that came out of that, that I pulled over into the business world when I made my transition a little while ago now. And, uh, I think that’s a little bit unusual, but I think people can relate to that from the physical things they do.
And if they also look at that, and then that brought me into the world of realizing, wow, there’s so much that could be audited. From the marketing side, because the hard work in marketing is done in getting people interested. Would you agree? Like that’s a creative work. That’s what the athletes are doing.
That’s the stuff that’s, you know, you’re thinking, what can I do to get people interested in my company? Right? No matter what your company is, you’ve got to get people interested that largely can’t be automated super well. And we talk a lot about automation in our company, mobile pocket office, because we, our whole focus is to help people be human, where it counts and otherwise automate right free up time for your resources to scale all those wonderful things that we talked about.
We talked about automation, but somebody’s got to do that marketing work to get the interest going. And then once you have that lead, it’s a matter of what do you do with it? So that’s the background. That’s where I came from at it. And also the other thing we found out that I think is interesting because I was participating in these very high risk activities, right.
Where I could die or get very seriously injured or drunk. I was paddling off of large waterfalls and down steep river beds. Um, and what’s interesting about that is if you take that and if people think about what are the things that I do, right, do I do anything outdoors? It’s kind of a higher risk activity, right?
Take those lessons and apply them to business because you wouldn’t go jump into something that was super scary or super big for you without stepping up incrementally. And it’s the same thing we do when we think about business with people. When people want to make changes in automation, don’t make massive change all at once.
Take it step by step, do little pieces, and then track the effectiveness so that you don’t take your business along the way, because a lot of people are going from a fully manual business, almost entirely to automating pieces of it, but you gotta be careful, right? You gotta do it step by step, because if you don’t and you automate everything, you may realize, wow, those human touches that we just automated.
Had a significant impact on bringing new business or referral business.
Andrei: I mean, and also if you were to expand this, uh, there was a saying, which I don’t remember exactly, but I’m just gonna say the idea of it, which was, um, to do with automating the right or the wrong things. So you have to really be able to choose what you automate because you can automate and amplify the right thing or the wrong thing.
And you don’t want that. So definitely getting it into small steps and choosing wisely, I think is very, very important. When you look at revamping,
Sam: at the risk too, right? What’s the risk to your business if it goes wrong. And so if you assess it and you go, what’s the risk. If it goes wrong, the risk is low and you want to try it, go ahead.
If the risk is high, try it in a smaller segment of your business with a certain segment of prospects and customers. And then if it goes well, apply it to the rest of the day. And so take that experience of judging risk that people do in the rest of their lives and apply it to business. I think it’s a really good way to roll new, exciting process and automation out, especially when it comes to following up with all that hard work you’ve done on the marketing and getting those leads and that interest in your business to happen.
Now you got to get them into customers, right? And you got to fulfill the promise and then hopefully if you do it right, you’ll get referrals and I can get to it. We have a framework that people can use that we work with folks that I can share, but that’s a bit of the background it’s it’s different. So I like to share it because it also means that, you know, we work with businesses across all different industries and help them become very successful in what they do and give them the ability to scale and, uh, track their effectiveness of their marketing.
What I think is really interesting there is that, you know, you don’t have to come from a traditional business background. You’ll learn it along the way. If you’re interested, you know, you’ll pick it up, you got to do the work, you got to figure it out. But I just like to share that anybody can come from any background in this stuff and really pick it up if you’re, if you’re motivated to figure it out.
Andrei: Sounds good. So, um, actually before diving straight into it, how what’s your rap on 2020? Like, uh, what did you just think has really happened in terms of businesses? Uh, you know, using technology, uh, automating stuff, uh, you know, online
Sam: things. So I think a couple of things that popped up for me in 2020, obviously it’s been really challenging for businesses.
Who’ve been regulated out of business. Right? Hey, you got to shut it down. That’s tough, right? That’s a challenge where you can’t open your store. There are alternatives though. And for the businesses that are adapting quickly, the technology is more readily available than ever to adapt. Because I think the one thing we all realize is, wow, if we can’t be in person, right?
Cause like, let’s just be like the, you know, there’s a pandemic, it’s real, it’s affected the world and shut down a lot of businesses in the traditional way they operated. However, there are a lot of opportunities to adapt, but you have to be quick about it and you have to, um, make that transition to stay with it.
What we realized in 2020 is that many businesses that didn’t think they could be online are now online. They do, they generate revenue digitally. They do something or they’ve adapted their process to become digital. And so what I think is really exciting. From this, obviously there’s a lot of pain, but what’s really exciting is it’s, it’s brought so much of the world online because they had to, and it’s forced people to get online that otherwise weren’t.
So now the number of people who are familiar with using the internet and doing business digitally and are comfortable with that has gone up enormously, which also means your, your customer base has gone up enormously of the prospects and people who are comfortable working with you. People aren’t afraid of it anymore.
They don’t have a choice. It’s the new way of operating. So there’s another piece there. And the other piece is that you can automate stuff. You can create, uh, revenue streams, digitally, uh, and even, even like a brick and mortar company that like, for example, a restaurant, you know, think about the, to go order experiences and how much those have improved.
If you just think about that single focus that right way better now than it ever was. It’s way easier because it’s innovation was forced, you know, and everybody had to adopt it. The other aspect of it that I think is really important to recognize is people still crave human interaction. And I think that’s the biggest lesson of 2020 is that automation digital stuff can totally change the way that you get revenue, right.
It can secure your place in business to make it so you’re stable, no matter if you can open your doors or not physically, but people are still hungry for the human touch. Right. And we don’t necessarily that touch doesn’t have to be physical in person, but the more we can do to create a personalized.
Lovely great human experience, where we are showing that we care about that customer that came to us, that human, that came to us and chose to spend their money with us and use our services or buy our products. I’m talking to you in general. Now that is where you can win over the competition because now everybody’s online.
I mean, not everybody, but like the majority of businesses are online in businesses. We didn’t think we’d be online. It’s the experience that makes the difference. So if you can use technology and automation to create a better experience, not only for you internally to make business easier, but for the person doing business with you and make it more human and like show sincerely that you care more about that customer.
You’re going to keep winning that business. And people are going to keep referring business to you. And that I think is what we learned in 2020 is that there was this massive push for automation. Right. And it was like, we were getting humans out of the equation. But what we realized is like, we, we need to be around other people.
We need to feel the energy that comes from people caring about other humans. Then if you can automate that into your process, then you win.
Andrei: Yeah. I think it’s, uh, it’s really about finding that sweet spot. Isn’t it of, okay, this is everything that we can automate, and this is why it’s going to be good for us.
And then it’s, uh, hold on a second. Uh, maybe 70% down the line, actually, we need to deliver that personalized ad or that personal email or that nice follow up in order for, to facilitate the next steps in the direction that we want to
Sam: really. Yeah. All right. I’ll give you a really cool example, right? Uh, there’s a company that we did a recently a webinar with about this called ignite post and the founder’s name is RN.
You should interview him. He’s cool guy. And, uh, he started a service that allows you to send handwritten taking notes. I have one here at my desk cause I, oh,
Andrei: yes. I heard about one of these ones in the UK as well.
Sam: It looks like this, you know, there’s a couple out there for sure. It comes like this. It looks so totally handwritten my name on it.
And then you can put your logo here. It’s not a pitch for it. I just have to have it in my deck because my desk, cause we did that and this is what the letter looks like, but here’s the thing. Right? Can, does that look handwritten to you?
Andrei: Yep, it does.
Sam: It’s completely automated. So you’re taking the value of the, and people will have different opinions on this and it’s controversial, which is fine, but you’re taking the value of creating a handwritten letter, which shows that you care.
And this doesn’t mean you carry less, but it just allows you to do it at scale and touch all of your customers consistently. So if you work that in to the automation, to where it goes out to the right point in the customer journey, imagine if every time someone bought you sent them a thank you note, and it was handwritten and you had the option of typing in what you wanted it to send.
And then it automatically sent, like, you didn’t have to write it, stamp it, go to the mailbox, do all that work. It just went. And then you followed up and said, how are you liking me? The thing that you just bought. Right. Well, two weeks, three weeks, four weeks later automated. So that’s where we talked about when we say like, keep the human touch, but.
Well, that’s a beautiful thing. Yeah. Yeah. That’s a cool
Andrei: example. It is. Uh, actually, uh, I was trying to remember where I heard about this first and it was a B2B tech company and they used to do this. They weren’t doing this post purchase. I think they were doing this just before closing the deal and they, I think they were, yeah,
I can go a bunch of ways. Right? Like you can insert it into the process. Yeah. Yeah.
Andrei: I think it was something like, uh, sending these, uh, letters and then the letters were containing also a code for free coffee from another partner. Uh, you know, yeah. It just, and I mean, he was, um, phrased in a way that he was like, oh yeah, I know we’re going to be working together.
So this is just a coffee that we’d have together right now, signing the deal kind of thing. Uh, but yeah, it was cool. And I’m happy that you brought this up because I think, uh, you know, mainly now, since we don’t meet that much anymore, uh, things like these are probably not. Not happening very often. So you’d get a lot of,
Sam: I mean, think about like, when was the last time you got a handwritten, thank you note, like just like stop for a second, whether it was a birthday card or something, not just from a company, but when was the last time you got a handwritten note from someone?
Do you remember
Andrei: it? Unless it was like a close person to me. Uh, I got one from a company, uh, that was a business partner at that time and we are still in very good relations.
Sam: Um, and how did it make you feel when you got that
Andrei: one? Well, it was unexpected. It was a Christmas, actually a note and it was last year.
Uh, and he was from Bart who was on the podcast, uh, in our first episodes together. So yeah, that was cool. That was, and you remember
Sam: it right now? Think too, like, for example, not that you shouldn’t send email, right. Email is a very powerful marketing tool, like and conversion tool. It’s awesome. But. Can you remember the last email you got from the same person?
Andrei: well it was to do with work. I mean, he was certainly something around that, but yeah, there’s a fair point here. So definitely.
Sam: So it’s like the power of the experience is, is more impactful when we can do those things that are physical and human, but if you can automate them, then they happen. Like they’d happen perfectly in the process.
And that’s the cool part.
Andrei: So let’s, uh, try to and look them because I’m, I’m excited to have a, you know, like a dialogue here, um, because you have the sort of processes background, and I know that you guys have a lot of, uh, projects have on helping businesses, better their processes around automating sales and marketing and things like this.
Um, we also have a. Projects that focus mostly on marketing. But then when, when it’s about to say, like, we don’t work with sales teams directly, but I know that you guys do so, um, it’d be really interesting for the people tuning in today, uh, as they are just going back into work and maybe they are having that all hands meetings, trying to try to improve the way that they work together as teams, as well, as, you know, as, uh, colleagues through the year.
Um, what would be some common cases that you think are easy to optimize and then maybe automating a certain percentage like, oh, take a medium-sized business. Let’s say in, it can be tech, it can be SAS, it can be services. Um, and just let us go for some of the maybe case studies or scenarios that you encounter on a more frequent basis.
And let’s see how we can inspire people that are listening to us right now, uh, to instigate some changes in their organizations as well. So
Sam: I think that I love that, that way looking at it. And I’ll give you actually, well, there’s some case studies and I give you a framework that people can go and do right now with their companies to actually do this.
Because the main thing we look for is where are the disconnects? Right? So if marketing is doing all this work, I’m gonna put it in context and I’m going to apply the framework, but marketing’s doing all this work to go out and detract. And hopefully they’re getting, they’re also like capturing those leads and send then at that point, that’s usually where it starts to break down.
Right. There’s a focus on going out. If you have Morgan department get an interest, but then when the lead comes in your database, whatever you’re using, right. You could be using Ontraport, HubSpot, Infusionsoft, like, whatever it MailChimp, like whatever you’re using to get that person’s information on your website, right.
Digitally, somehow it’s what do you do at that point? Does it just sit in your database? Does it go through a process and then get scored and handed off to the sales team at the right time, with information that’s valuable to them that they can act on. And so it’s looking for where those disconnects happen and then it’s kind of doing that all the way through.
So if we take a step back, I’m going to get people a framework. To do this and I’ll give some examples of where, how, how we’ve done it before people. So people can start to think, okay, this is how I would do it for myself. The first thing you have to do in every decision, five pieces, no matter what industry you’re in, it’s applicable everywhere.
If they attract business, you have to convert that business to leads and sales. Then you’ve got to fulfill whatever you promised with the sale. Otherwise it’s a quick way to go out of business. And then you’ve got a trust after you’ve fulfilled it. That’s where most people stop. The next is you delight a customer.
This is what good companies do, right. And they give you upsells. They can get more out of a product or service, or they give you some training or they share complimentary things or they ask you. You know, creative ways that you’re using their product or service that they share with other people, people that are using it.
So like you got to delight the customer and then most people, this happens if their cust, if their product or service is good, it just happens, but it could be better. And that rate that it happens that could be higher referrals. So attract, convert, fulfilled the light refer. Those are the five pillars. If you will, that you got to optimize.
So that’s your, that’s your big picture systems that run a business. Then you’ve got to go in and look at those and go, what are the processes within those? What do we do to make this happen? This is where you can start to identify the disconnects or the opportunities. So the first thing that you do is, and this is really easy thing to do, but it’s also kind of hard because you have to have everybody do it.
You give everybody just a spreadsheet and you say, okay, for the next two or three days, write down everything you do every about every 15 minutes, check in, have you done something different? Have you done an action? So if you’re marketing, what are you doing? Right. Like publishing ads, running ads. Are you setting something up?
Are you making a UTM? If you’re converting, what are the different pieces that you’re doing to convert? Even if it’s some of it’s automated. Usually we have some kind of thank you, email on there. Welcome. When somebody opts in automatically, if you don’t have that, then you’re starting base level. But a lot of people have that at a minimum.
And then to fulfill what are all the processes that go into fulfilling? Do you delight your customers? If you do, what do you do? Right. Even if it’s not. Even if you just have to write down the things you do and you’ll start to see you have patterns of process and then refer, when you do ask for referrals or get referrals, what do you do?
What’s the process? So once you have those over two or three days is a good starting point. Now you have an idea of the different busy work, the tasks that make up your business.
Andrei: Okay guys. So we just had a little tech glitch, but, uh, actually have we have two. So, uh, you remember Sam here who was what you mean? Just me to go. Uh, and now he made us all a surprise and he brought on his business partner, but also, uh, not only business partner, but father as well because Sam and Josh were together.
They run the company together and they are father and son. Uh, so Josh, hello, nice to meet you.
Sam: It’s like, it’s like that all idea of like bring your child to work day, but it’s the reverse it’s like bring your parents to work day. And so, you know, Josh is a ball of energy and super fun and he’s, and he’s he tell stories like nobody out there, that’s kind of, you know, why we brought him on because he can relate these case studies of what we’ve done for people better than anybody.
I know. So I think that’ll provide a lot of context for how people can dive in and like grab onto this and do it themselves and start down the processes.
Andrei: Sweet. Let’s kick them then. So basically, uh, somewhere with acidemia go Josh, where we’d have, you know, me that go, sorry. Uh, was, uh, looking at the, um, daily activity of you, your team, et cetera, like of a person, and then, um, mapping trying to work out the processes.
So some I’ll pass it back over to you and then we can expand from this and Josh feel free to interrupt us.
Josh: Nope. We’re not afraid. We’re not afraid to talk and
Sam: know to pick up where we left off is is the idea that basically that, you know, you have these five areas of your business. So you’re focusing on you attract convert, fulfilled, delight, and refer, and you have to look at those how they work together. And then independently, the systems that are involved inside of each of one of those, and then the processes that make up the systems.
And then from there, you figure it. Based on what I’ve learned. And remember, we talked about that personal activity log going in and making note of what you actually do to run the business, the busy work of business that brings you to the step of what can I actually automate, which is where I like to actually Josh, to pick up and talk about some of the examples of where we’ve done this with people, because here’s the deal that is all well and good to discuss it in that way, but it’s pretty high level and it doesn’t feel any Josh dogs are here too.
It’s like extra special. And, uh, and so I’m sure my dog would come in at some point. And so, you know, we live in a world where everybody’s working from home and you got all the beautiful animals and it’s wonderful. And so that said one of, um, one of the things that I think is important is that understand in context how this can work for you and what you actually do with it.
So Josh, why don’t you pick up? I think one of the most recent examples, that’s, that’s I feel like it’s really applicable to a lot of businesses. Is the case with Como consulting, an educational firm that does consult, like they help children with their education. So it’s kind of like tutoring, but they have a process and they have a lot of volume and they were limited in their ability to scale.
So drafting, once you take it from there and that’s the key.
Josh: So just to kind of give you a little background with it, I got a call and said, Hey, we heard you’re an expert at this. And I said, thank you. And you know, how can I help? So I ate a little thing. I said, okay, what’s the thing. Uh, I get all these inquiries that come in, right marketing.
And then it was her advertising and promotion is working and now it’s working too well. So she was getting 20 to 30 emails a day from her. Yeah. Lead magnet through an email, come in with all the details. No, like not the different questions that people filled out. Cause it was in that part of the funnel.
Uh, you know, she did a, she’s doing it, you know, advertising too, a webinar to an appointment, pretty standard consulting world. And somebody is doing services or as opposed to products and it’s going gangbusters. She teaches children. Guess what? In this time of the, or in children need lots of help. So there they do something.
There’s this really cool culture coaching. So just as well, you know, I have this problem. I want the data to go into my database, my CRM system. So I don’t have to copy and paste all these. Imagine copying basing 20 to 30 bits of data into one by one every kind of week games and then your database. So that when you actually then had the call with the person, you know, all that’s right in front of you, it’s pretty straightforward and simple, but it was a copy and paste.
Um, and then it was like, uh, then I need to send them a contract and then I need to enroll them in all these different pieces of my process, you know, different systems like edgy, you know, Thinkific and, uh, their project management system and a few others. So let’s just sum that up in real one quick thing and is she had, uh, take a lead, but the system then take that, you know, put, uh, then have the appointment.
And then once they bought, you know, take money, do contracts and get them on inserted. Well, she was shy about 90 hours a week of being illegal. Right?
Totally. So our first, our first step was okay, let’s make your lead go from your web. W like when they go to get an appointment that you asked them, these questions, that’s straightened the database and all that sounds pretty straightforward, but that wasn’t happening. So now I eliminated all that copy in baseball and that was gone.
And then we set up the processes to automatically enroll them and everything else after they paid money. And she was taking money in one system and then putting the, putting the information in another. So I said, why don’t we take, why don’t we do this? Get the information, have the appointment take, you know, take money online while you’re on the phone with him.
And then, um, check off the box that says enroll and that sends them what contract, which they sign. And it comes back emergency information or out science development of four different different systems assigns all the work to the primary person. Who’s responsible for that, who she’s assigning that to camp out and sets up everything in less than 30 seconds to that little process I just described took 40 hours of work every week off her plate.
Andrei: That’s a very good,
Josh: I mean, and
Sam: Josh, let’s talk about the alternative, right? Let’s say she didn’t do this. If she didn’t figure out automation, what was her alternative to scale to grow actually to grow.
Josh: Throw more people at it, which means throw more money at it, throw more training at it. You know, management is not wrong with anything with the people part, but all of these tasks and they were literally tasks or something that was a or B or done or not.
It wasn’t anything that you have. I interact as a human with somebody just had to do it. It would just, you know, to onboard a new client and all these steps was roughly 30 to 45 minutes after the sales call. If you’re doing six of those a day, you know, your day is shot.
Andrei: So, uh, just to, to get into the details of how or what you guys used to implement this process, because I think it’s, uh, you know, it’s optimization that can be done for many companies in general, like the sales element of, you know, like getting the inbound lead and getting it into the CRM and then onboarding it and follow up following up and et cetera.
Uh, it’s a process that usually for everybody takes some time and use automated maybe more or less. So in this case, it wasn’t automated at all. Uh, what, uh, what were the exact steps, or maybe if you can share some tools that he used in order to implement this automation, maybe some people on the show can actually look at them and see if they’re a fit for the businesses, or try to get inspired of how they could work around their internal processes.
Josh: So the most important thing. Okay. The tool, there are plenty of tools. We’ll talk about the various tools. So we pulled tools that we need anywhere to create whatever is needed to do. Um, but let’s, let’s talk about the bigger patient. Okay. We, I come from a manufacturing background and this thing called lean manufacturing is a process called Kaizen.
It’s a Japanese process. It’s very, well-known in manufacturing. We apply that in the software. Okay, guys then means continuous improvement. You’re always looking for a way to make things better. Software always changed. Things, get faster, easier, better, whatever your processes change, they get better, bigger, more complex, but you always have to look at your continuous improvement.
And then the second thing that the terminology in Japanese is called Poka-yoke. Okay. And this, this one’s very important. Figure out where it breaks, so it doesn’t break anymore. Okay. So the idea here is, and I’ll use this comment is if I hand you a bag of chocolates, right? Let’s say in the NIMS and you put it in your pocket and what we never sealed, the chocolate said, you know, you were sitting down, the chocolates rolled out, whatever that’s hot.
Now you got a pocket, right.
Prevent that say, okay, how do I fix that? A Ziploc bag? You know, at least the chocolates will stay on the bag. If they melt, they don’t get in your, you know, on your clothes and your keys and all that stuff. So thinking about what happens in the process that can muck it up. Cause then. If your process gets mucked up, you have rework, you know, people, people don’t like, uh, the, uh, the experience they had it.
Wasn’t good. Um, you know, and then if you can’t do it right the first time, what are you gonna find time to do it again? It’s just so busy. So the idea here is, is, you know, always be looking at your processes, right? And, um, there’s a couple of tools. These are tools to think about what is, if you hire somebody new is the greatest opportunity to figure out what screwed up in your organization.
Why? Because you got to teach that person exactly what to do. Step-by-step and this is most of them, please don’t go after it. You tell them everything you need. Do they sometimes go about why do you do that when you can just, why do you walk around that table and go over there and do this when you can just walk straight that way?
And the usual statement is, cause that’s the way we’ve always done it. They don’t take the time. You’re so busy. You don’t take the time to look at. Each little step, you gotta break it down a section. You can’t do this as a big monster. You can’t eat the whore, eat the elephant all at one time, one piece at a time.
So you look at a piece of that process and you improve it. Okay. Make sure that you, and sometimes you might not know what you could improve with. That’s why you hire people like us sometimes to say, okay, what could be done or what are you doing now? What’s available. So you need sometimes an outside input.
If otherwise you’re kind of breathing your own exhaust, you know, you don’t know what you don’t know. So you kind of do it the same way. So some of the simple tools that we use, okay. One is called diagrams.net. Okay. It’s a diagramming program is free. So you can go out and experimented with it, but you actually make a diagram.
And, um, you know,
this is going to be on video when we do this, this is going to be, um, I’m just saying is we can show you. Yeah, when it’s published, there’s going to be a video when it’s published.
Andrei: Uh, it’s also going to be a video. So we have a YouTube, Spotify, iTunes, apple infrastructure. So
Josh: what if you happen to be looking at this as a video?
Um, SAML I’ll have Sam co-op diagrams. Yeah. So you can see what it is and what one looks like. So in the grand scheme of things, right. Um, some of our customers, when they described, when I say, you know, describe your process to me and write it down and maybe, you know, on a piece of paper or whatever. And sometimes I get something that looks more like a flea, flicker, football, um, you know, lions and owls and all that stuff.
And I’m going, okay, walk me through it. And this is an example of. Uh, is this happens to be a online university accredited university, and this has all the processes that they run people through to enroll and go through courses. Then the university, this all used to be manual step-by-step. They had a team now it all happens automatically.
And the other team about five people were freed up to do a lot of other things,
Sam: just the enrollment aspect of the process. These are different pieces of it. And for those who aren’t watching this, we’re just looking at diagrams online of actual process that we built for people. So that to represent very clearly what the, what the, what is the outcome of this stuff actually look like?
How do you do it? And it’s really, you think about like a pinball machine. You go, this happens, then this happens and this happens, and this happens, then this happens and you document all of it so that, you know, really clearly what’s going on. Go ahead, Josh. But
Josh: there’s one problem with the pinball machine.
Yeah, we haven’t the same way twice. Okay. And in business, you want consistent processes that happen the same way every time, because you have a consistent outcome. All right. And I use this phrase on people cringe. When you press the lever, you expect that the flush, if that process doesn’t happen, nobody’s happy.
Right? When we talk about a process is making sure that when you fix one part of the process, okay, you also then think about, okay, this part’s working really good. Now look downstream. Cause now you’ve caused a problem for the person who’s now has to catch what you’ve done. So, you know, if I, in this case, like with CA with Como, we increased the process by almost 10 fold.
Now we didn’t. I knew where the next part was because the comment people say is, well, you’re already two steps ahead of me. He says, yeah, I know when we fixed this one where that’s going now, who’s responsible for it. Cause that’s my neck, you know, that’s the next person to say, I got too much now, what do I do?
Okay. How do we automate that? So there a cause and effect when you improve things, okay. It’s like putting, you have a big diameter pipe going in, no small one. If you increase the pressure and it may not be good, or if it’s not good, it’s going to leak and things are going to know all the good work you did here is going to fall on the floor over here.
So, um, you know, the idea that those tools are, uh, and one simple tool that we use, it’s, it’s really crazy, simple, um, through the Kaizen process. And, uh, we send people this on Amazon is literally a roll of brown paper. Okay. Tape on your walls. So you don’t mess up your wall. And then a bunch of multi-colored sticky notes and each of the sticky notes have a different color for cause they mean something different.
Like the beginning of a process, the end of a process, you know, a transition from a process, or this is an action. So we actually have a document and the link to, you know, you buy it on Amazon. I don’t, I’m not a reseller of it, but you know, you buy a box of sticky notes, a certain colors, and then you have these and then you can actually then line them up and work as a team.
Yeah, there you go. There each one has each one has a different meeting, so everybody’s on the same page. Nope. Um, and that way you can let you stick them up and then make a process that, um, people could follow them, you know? Cause the sticky notes you can move around and then you’re just writing, writing on them or, you know, then drawing a line and says, okay, this does this, the second.
Sam: Okay. So here’s what happens is let me jump in for a adjust. What happens is in manufacturing, when people do this process, where is it? Where is where it originated from? You can see it. It’s just such a visual process. Right? You can see the steps in manufacturing. It’s, it’s physical, it’s real. And you can tell, and you have to physically move something.
A lot of times when you get into the digital world, there’s a lot that happens that we forget about. We don’t think about right. I go, oh yeah, we get some leads. Well, there’s actually a lot that goes on in getting some leads. Right? Oh, then we follow up with them. Okay. Well manually, do you have to export some data out of one system that you use to capture them and then put them in another to follow up?
Is it done? All the time. And then when they buy, is there more manual work that has to be done. Right. And if that was in a manufacturing, we had to lead, you had to pick up the person that you just attracted and move them into the next bucket. And then, you know, okay, now you’re going to sit in front of this other salesperson and they’re going to talk to you about this thing, this video, you know, okay, now we’re going to put you in front of the product people, and they’re going to talk to you about a video, right?
That would be very real. It would be very visual. But what happens is it’s not, it’s, it’s a email that shows up on your computer, right? They’d sent out of a system that’s triggered by an automation that was connected to hopefully a form that you didn’t have to export and then import it into somewhere else.
And along the way, you hopefully know where these people are coming from. Right. So, and we’re leaders. So that’s the idea going with that? I just want to put it in context cause like, why do you do this in this way is because you’re trying to make a digital thing physical so that you can really get a handle on what’s going on.
Josh: And I’ll give you the, kind of the follow through. So the Como, we freed up the time to do it for her to do more stuff. Right. And so a call that we had just a week ago was okay. I ramped up my marketing, I’m getting more leads and I have too many leaves to talk to. And that’s a good problem, right? Yeah.
Okay. Well now what I said, well, tell me about why there, you know, tell me about them. She says, well, then I will qualify. I said, okay. Okay. So your advertising and marketing and the whole process is driving you now twice as many leads as you had before, which is awesome. But, you know, Hey, I spent the con complaint was I spent my whole Saturday following up with people and none of them will qualify.
Okay. And, you know, she was thinking of how we do this and, you know, okay. We won’t take as many, we’ll have less. I mean, her schedule is full. I said, why don’t we, why don’t we do this? Why don’t we filter out those who are, and do some, do some more qualification than you already do. And, um, you know, sometimes you want to, you know, sometimes you want to tell, ask somebody in this case is, you know, are you a good prospect?
Tell me some of these crazy questions. So we designed the set of questions, says, you know, what do you feel? You know, one to 10, what do you feel about this, this and this. And depending on the logic, it’s either you get to make an appointment, or I appreciate your opportunity, but I don’t think we’d be a good match.
Right. And, you know, cut down the flow so that you’re talking about talking to the right people. We had this problem having with another customer, who’s a tech business, they were getting 500 leads a week. It was amazing. But they only had three people in the sport
Josh: Oops. You know, so, and they, and the funny part is they were doing no advertising.
This was word of mouth and just, you know, marketplaces and people were inquiring. So, you know, the capitalizes, you know, the people, they couldn’t keep up with it a lot fell through. They were talking about it on people. I said, why don’t we ask them a few questions before they make an appointment or an appointment?
Well, the 500, those 500 leads went down to like 300. We all right. And the 300 we, because we qualified them. Some people go right to a dental. You don’t hear just go and get yourself a demo. Some people like, okay, you need to talk to us. And some people was like, no, we need to make an appointment to read those larger accounts.
So we really qualified. But over a period of 90 days, they had more sales than they had ever had in the con compared to the last two years combined, because now they were talking to the right people because they said, you know, if you just, if we just layer advertising on top of this, your problem’s not going to get better.
All right. And then, you know, you take it. The next step is as well. Their, their support people weren’t salespeople, they were good implementation. And not if somebody wanted to buy it was good. And, uh, so, you know, the missing piece was they didn’t have a sales team. They didn’t need one. They’ve been business 10 years to have 10,000 plus customers.
They didn’t, haven’t had a Salesforce and this is why, why do I need to one? Right. So I said, you know, you do address the questions that these people have. Well, why don’t we do a webinar, an automated webinar. So that way, you know, people can watch have a sales presentation, answer all the questions and have one on every single different product.
They had 44 different products. So, you know, it was complex depending on, they were a connector type thing. So they connected a to B and depends on which was one of each side. There was a different methodology, different reasons you’d use it. So we created a webinar which then had, you know, all the commonly asked questions that were done through there.
And then they either got bought the right away. Or they, if they were qualified, they made an appointment. No, the call was, this was, uh, January of this year. They doubled what they did in the last 90 days in a month. And we found out that they were getting, they were getting 40 hours of people a week watching women on.
That’s a full time salesperson. You didn’t have to, but you only had, you know, we had built at once and it plays Manny and guess what? It’s still running. So now I have, you know, they got smart because instead of having their support team and having more employees and more, you know, there’s nothing wrong with having employees, but the human work counts always automate and their cases let let’s, let’s
Sam: actually bring that up after this story at the end of this, because I’m going to talk about that.
Sure. Yeah. Any more to add on that one.
Josh: Um, but the idea here is we took the, we, we identified the problem using that and pokey yoke type thing is where’s the problem. And then we had to think about how would we go about fixing it, you know, and you know, their comment was originally a webinar who wouldn’t go to a webinar.
You don’t have a salesperson. You know, you tried doing a group meeting and you get 50 people sign up and 10 people show up. And then we’re disappointed in that. I said, people are interested now, let them decide. It’ll help them qualify. And it takes it off your back. So, you know, that that success caused other problems.
So you know, that pipe keeps going, okay, now we’ve got too many of these now, what did we do with them? It also means we had to go back into their processes and get them fixed. So there was a lot we did, but you know what, where, you know, we look at how do we generate more revenue? You know, how do you get more leads in more prospects in?
Sam: you got that. And how do you do it with less human resources to make it happen and use technology to handle the busy work of it?
Josh: Here’s the philosophy, the best business model. There is the one that doesn’t need. Okay. And the only business, well, you own the business as well. And the other, or the other processes.
You also own the business, you know, can you take a six week vacation with no problem and not worry about it? You know, there’s automation involved and D and proper processes to follow. It makes it easier. I did it this year. I took a six weeks vacation. I disappeared. People ask me,
I want to vacation. I said, I’m not, no I’m taking care of digital holiday.
Andrei: So before going into, into the, uh, subject that you wanted, uh, you wanted to dive in, uh, I want to go back a bit into, because I want to be, uh, I want people to, uh, be able to touch on some actionable bits for their teams or their processes or their businesses.
So, uh, for, for example, from our discussion so far, uh, we know that one of the places where we can automate more things are in this lead capturing, and then following up or filtering or scoring. So things that we discussed until now, and this goes into aligning marketing with sales as well. So it’s a very good point.
It’s a, you know, it’s somewhere where everybody, or almost everybody can do a better job at, uh, you know, filtering these automatically now. What are some tools that you found useful apart from diagram? Oh, sorry. I have it written down here. So yeah, diagrams on that.
Sam: I’ll tell you what I, and I think we intentionally stay out of talking about tools.
We, and here’s why, and I’m going to, I’m going to flip the script on what you just asked for a reason. People get caught up in their tools and they don’t think about their process. Tools are great. The main thing you need to do is figure out what do you need the tool to do now? What tools should you get, figure out what you need the tool to do, and then reach out to whatever the software is that you’re using and find out if it does what you need specifically, very clearly understand the specs that you need that to do to pull off the function of automation.
But don’t get caught up in the tools because tools are tools it’s like when you. It’s like, it’s like if I were building a house and we’re pretty, pretty adamant about this, and you’re like, what tool do you use to build that house? And I’m like, I got a toolbox, you know? And it’s like, I got a bunch of different types of drills and like they all drill.
The main thing is that the battery stays charged long enough and that it works to go in. If it accomplishes that function and I can put the, I can put the screws in the wood and build, start, you know, do that function of building the house. So the thing is, does the drill work, does the tool that you’re getting work?
Does it work reliably? Does it have a good support team? If it goes wrong? That’s how we look at tools outside of that. Josh, you can add to it, your thoughts, but we’re, we’re pretty like very much it’s, it’s just tools. People go to this tool that too, and it’s like, look, there’s a lot of cool tools out there, but if, and the other thing.
People get in. I’m giving you a little bit of monologue on, on my, you know, gone is my tool rant, but this is, uh, people get all caught up in their tools and then they have way too many tools and half the tools they have have overlapped in the other. And now their data is in all these other tools because they’re buying tools like it’s going out of style and then I’ll drive it.
So I’m trying that I’m trying this I’m trying to, and then before you know it, you’ve got this mess of tools and you still don’t have your process fixed or dialed or automated. So that’s my
Josh: thinking. No, when you start a project with technology on it, what do you got? And here’s a good example. What
Sam: are something people can do?
And they should do write down everything that
Josh: you use. Okay. You know, we make it in a Google sheet or Excel sheet, whatever you use piece of paper. We had one client that had 96 different software online tools that they were using to run their business.
Sam: You know what, that’s actually not uncommon when you actually look at all the tools, not just one core tool, but all the tools you use to run a business.
Literally, if you took one away, you, you would lose a function of what you do.
Josh: So in this case, when we were setting done, there was so much overlap. We were able to eliminate down to 36 tools. Okay. And there was one tool and I use this as example and they told me, you know, we get, uh, we get, in this case, it was 500 new leads every month.
This is an awesome tool. It was like, really? I want to know about that. You know, somebody else that we work with in my view, a good tool. And I said, let’s look at that. I’m curious guy. I don’t want to generate leads, you know, especially when a lead is worth 1500 bucks a piece to them. That’s like, you know, that’s cool.
Um, we went to the tool and then we looked at the, this month and notice we look back, we look, we went four months back and then there was the 500. And I said, so what happened from the last quarter? I don’t know, said you pay for a credit card, right? What would check there? See if it’s not expired. And he looked at it and went you’re right.
It’s not working, but they didn’t tell me, or I didn’t see the email. You know, I said, let’s see 500 leads, your conversion rate at fit. It’s just a thousand dollars. Right? Your conversion rate is 30% of those. So, you know, that’s 15,045 grand over the last 90 days you’re missing. It’s not in your cash register.
So to speak, I said, how much does the tool? This is a hundred bucks a month. I said, I haven’t paid for it annually and make sure it’s on your calendar in the future. That hundred dollars that, that $1,200 just cost you 45,000. You missed the renewal or somehow it stopped. And nobody called up and said, Hey dude, you know, you know, you want to keep this going.
So I wouldn’t blame. So to speak the software company, that’s selling it that says they don’t have a process that says, Hey, you know, they lost the customer pain, you know, uh, in that case, but the customer wants a really big benefit. So that’s when processes break. I mean, you got too many and, or in some cases when you have all these tools, um, I look at it this way.
If you want to dig a hole in your backyard, you can use a spoon, a shovel, a backhoe just depends on how big the hole needs to be and how quick you want it done. Right. No a back-haul dig that hole in one school. No, it might take you two, two days to dig that thing with a shovel with rocks and everything else and a smell.
And it might take you six months. So it depends on how quick you need to move that whole. How what’s the urgency. Um, when people come to come to us and say, I have an opportunity and I need something to do this yesterday, one of our customers came to us, said I did a big presentation in front of 5,000 people.
And everybody wanted me to, everybody wanted to buy, was willing to pay for me to put it up there, but I want to put it up there for 30 days and have it disappear and they can pay access. I can’t figure out how to do that. I said, uh, okay, how much has access? Just curious, 185 bucks to see this series of videos that are all that cheap presentation is okay.
Give me 30 mins. I said, it’s just how much it costs me nothing. No. When she sent me a temp, she sent me, she said, I’m sending you a holiday tip. She said $500. I was like, I was like, thank you. You know, we’ll celebrate, you know, you know, go out to dinner or whatever, we’ll have a fun time, but because we knew what needed to be done and I didn’t buy any tools.
I use the tools we already had and just kind of figured it when the email, but for me was I tried doing this for a couple of hours. I couldn’t figure it out. Can you, can you, can you look at this one? Yeah, here it is. Cause we knew what to do and we knew which walls and how to configure them. So knowing what your tools, capabilities are, are as equally as important rather than going, let me go on the internet.
I need another thing. And then you go and say, oh, this solves that problem. And you’ve now just added more complexity when it breaks. Doesn’t get paid for it. Or, I mean, if your audience is business owners and marketing people, you know, if somebody leaves or it takes a vacation and nobody knows how to fix that tool, or, you know, how did that tool work?
And it stops, then the best people don’t even know it’s stopping anyhow. So there are many tools and, um, there are tools that we use, uh, we will be happy to have a list of them at the end or whatever, but I think that the, the biggest challenge that we see when we’re working with clients is, does take a step back and say, okay, let’s look at the process of what needs that actually happen and what can we, where can we remove errors, rework.
Okay. And speed up the process.
Sam: And Josh, do you have a saying that kind of encapsulates that whole idea where you take the focus away from tools and put it on the business?
Josh: Oh, be human word counts otherwise. Well,
Sam: there’s that one. There’s that one. The other one that you’ve used for, for even longer, you know, that you actually taught me.
It’s just like, look, we’re business people. First technology people second in that, in that order versus technology people, then business people. Because if you, if you try and solve, if you try and just find technology to solve business problems, that’s different than solving your business problem and then applying the technology to the problem to make it work.
Josh: So, you know, you need to find that and figure out your why before you do your house,
Sam: you know, you’re trying to solve a problem around revenue or something like that. You’re going to figure out what is it that you have to do or that you want to try and then apply the tool to get to your end point.
The tool is just a means to an end. It happens, that tools are amazing. Now they’re incredible. And there’s lots of different nuances to talk about. And I think that’s a wonderful thing. And I don’t mean to shut that conversation down, but I think for the marketer and the business person and the sales person and the people who are involved in this kind of automation work, you shouldn’t have any, a hard time going on Capterra or and looking up tools to solve your problem in that space.
What I would say we’d encourage people to do is make sure you don’t lose track of your data, keep your data in one spot and be able to track the effectiveness of what you’re doing very, very clearly, because the lack of effective tracking is an enormous problem in the automation world, who would say I made a change globally.
There’s a difference. I don’t know what actually caused that. So I don’t know what to work on, what to improve. Where’s my process. Could it be made better? Right. I read a bunch of ads and made more money. I spent money and I made more money. They match, well, guess what? We had a gentleman that we worked with, he’s got a hundred grand a year on advertising, Google ads, search ads.
He came out ahead every year. It was profitable. That’s cool. Right? We all would like everybody who runs ads would love to do that. Uh, but you know, in the dirty secret is that like, that’s not the case. And, uh, and uh, that the deal is that once we actually put tracking in place, in addition to automation for that project, but once we put tracking in place to find out what ads were doing the work, right?
Because what, when we talk about marketing, you got to find out what’s doing the work. And when you, when you ask yourself what’s doing the work, the work is sales, closing, new business. So what ad originated the business that actually gave you money, not just leads, leads are great. Clicks are great. They can make you broke.
And so you need to be tracking that stuff and know which ones are driving sales. And we found that $20,000 of his hundred thousand drove all his revenue
Andrei: as it happens, the 80 20 rule. Right?
Sam: Yeah. And so this was like, you know, and I’m not kidding about that, that, that isn’t just like a blankets, you know, it wasn’t exactly 20, right.
It was like 20 whatever was the number, but on average, $20,000 of his revenue, he did, he, wasn’t a very creative advertiser. He just was a consistent advertiser and w 8,000 and that worked and it worked for him. It was an international, uh, international national movie company across the United States. And, um, so when we found that out, he was able to save $80,000 a year.
And put that, you know, at that point you can do whatever you want with it. The smart person, if they have more systems to scale the business, they say, well, the $20,000, that’s actually bringing customers and not just leads. Why don’t we take that other 80,000 and put it towards that. So now your business is growing, you’re tracking it, you see the effectiveness and you can see if that, as you, as you invest that, you know, if you tap out the market potential or whatever, but the key is know what’s happening because very few people there’s some they’re good, but people got, I got the data.
And what I ask people is can you make a decision? Like, can you make an actionable decision to improve your business, meaning generate more revenue or, or get whatever action you want, you know, get more conversions from leads. And if you can’t then you’re, you don’t have good data or you or your data’s not organized in a way that you can use it.
The key is that any of these systems. For automation, make sure you can look at it and go, what does this mean? And what action do I take with the data?
Josh: So there’s two, there’s two at two,
Sam: we’re going all over the place. You can kind of reel back in, or just
Josh: that case, you know, the, the original problem was, you know, I asked was, do you know what makes a sale?
So you can, we, we, and so you can track what we’re spending on. And the answer was, he couldn’t tell me. So I said, all right, let’s look at the data. The data doesn’t lie. So we took 10 years worth of data, right. And stuff that we had some tools. And I said, oh, Hey, Stu, did you know how, what can you do with a million dollars?
Could you buy a small island off the coast? But that he says, yeah. I said, well, over the last 10, 12 years you spent a million dollars and you can just kind of throw it out the window. You know, I said, would you like to know how to take that? And you know, if you knew you could only have to spend 200,000 instead of a million to get the same result, would you be interested?
He’s like, yeah. Uh, one of my dumb, I was like, no. Okay. Let’s look at the numbers. Um, and conversely, we have another scenario where people are advertising. Okay. Let’s just go down this pipe of technology, right. Multichannel attribution. Okay. In other words, you’re advertising on Google. Are you sending emails, Instagram and Facebook.
You know, people are seeing you all the time. Well, the comment is how do you know what started the sale and what closed the deal, the whole customer journey are you tracking? All of those pieces? An interesting scenario is one of our customers. They spent a couple of thousand dollars, six months earlier, and they said, you know, I’ve got campaigns suck.
We didn’t get much out of it. Literally it was not even a return or clicks. And then he’ll put some tools in. And I said, Hey, that campaign was interesting. Look at all those $200,000 of revenue that came in from that, that came in that had no attribution on it, but we tracked it back to that original campaign that came pain, started out with an ad.
Then I went to a couple of emails, but I said, you know what, why don’t you try running that again? But the difference is that if you put money in, you know, you’ll get it out. Because that’s how the process is. And we saw that what we saw that the seventh email after the retargeting and et cetera, actually close the deal, but in the tool and it said you made a sale and then there was no cost to it.
How did that happen? Let’s look at the customer journey and say, good luck. You know, you tried something, but there was a delayed reaction. And that just proved that just proves the fact that customers. Or sometimes,
Andrei: uh, I’m very much with you on this one. And it’s all something that we discussed with like every, every occasion with, uh, with our clients as well.
And, uh, everybody has been very positive about, you know, validating this, but indeed, uh, and we can also like Google analytics is the simplest way where you can look and see, uh, you know, see how many sessions average were, um, happening
Josh: per ever.
Sam: I’ll tell you there’s one that’ll problem. It’s good. But it misses one key thing.
The recurring sale.
Andrei: Yes, no. I’m
Sam: talking about cracking the attribution back to the recurring sale, which if you’re a smart business and most businesses can do this, there is an opportunity to create some kind of subscription or recurring sale in your business. That sale. You got to obviously know a couple of things.
How long do they stick around on average, once you get it going, right? What’s churn. What’s it costs you to get that in the door. And then how long does it take for you to make that money back and make it profitable relative to that advertising? Right? Basic stuff, hard to track, largely, you know, like we all talk about it.
Like it’s just so everybody knows their CAC and their lifetime value and their churn rate. They don’t is the reality. A lot of people don’t, they’re missing that data. They have a sense of it roughly anecdotally, but they’re largely can’t point to numbers on a screen and go, this is it. This is it. And being able to track back the re tie back the recurring revenue to where you can look at a dashboard and go that ad brought someone in four months ago, we’ve made this much money from that ad spend.
That’s a big deal.
Andrei: It is, uh, this is also, I mean, it’s very different from services or B2B to B2C. So I think the platforms are be different when you can go to yes.
Sam: Unless, I mean, how many services do you know that have retainers?
Andrei: Hm. Men? I mean, yeah.
Sam: Yeah. Would that be a recurring sale?
Andrei: Um, depends on how you put it, but if you, if you were to
Sam: add here, well, did you have to pay to get that money again through another advertisement or a new lead that’s recurring.
So yeah, track that back to the original source. I’m not beating up on you, but I’m saying there’s recurring revenue in this sense and people need to know where did that come from? What did I do to get it? If you don’t know. Then you’re blind
Andrei: basically. So to finish up, the idea was for services, you can, you can link back to your CRM and then you can track their, the customer lifetime value and you know, how long
Sam: it been.
But do you know exactly which ad that came from?
Andrei: Oh, yes. I mean,
Sam: well then yeah. And you help people do that. Right. And so do we, so like, if people don’t though in their business, it’s not an attack on you, but if people aren’t doing that in their business, they need to talk to you. It’s art. Do you know us?
Or they need to go figure it out themselves on the internet, how they do that. Because if you don’t know exactly what advertisement or content is driving these new sales, even if it’s combination, but there’s something that people started on. And then there’s something that closed the business. And there’s the in between.
What’s the mix. What’s the cocktail. If you don’t know what did it, then you’re blind to where your business comes from.
Josh: There’s there’s one thing it’s hard to do. There’s one thing that I’ve seen. And I had this happen, we worked with one of our customers. They did a television ad across multi markets across the United States.
And that ad went into a, you know, a, you know, automated, uh, phone system that would take your money or send you to a live operator. And they had internet advertising, driving leads. They had, uh, average, you know, they had, uh, what was happening was, is we had people doing Facebook, people doing search people, doing, um, um, TV ads, people doing radio ads.
And the interesting thing was we put together some tracks when we talk about technology, what’s the pipeline. Can you say, okay, you were the sales for the week. Every one of the different advertisers claimed that they made the sale. I said, how is that possible? Well, because when it is they all, because there was a touch to every one of those attributions, along the way, all claimed that close the sale.
But in some of the type of technology that we use, we can see which ones started, which one fallen up with it. And the funny part is I said, guys, Monday through Wednesday, you know, I can tell you who started the sale, which ad from which source they came in first from it’s a bit, I can tell you that on Thursday, Friday and Saturday, what closed the deal was the follow-up emails.
And some of them was the retargeting said, so you may have started the interest. You that’s the marketing part. What’s your spend. The biggest spend was hundreds of thousands of dollars in TV advertising. And then we’re trying to push, you know, couple hundred thousand dollars a week. Yeah. That’s a good revenue and said, most of your ads are not closed.
I’m not closing. I said, she’d be Facebook ads. And the Instagram is, are doing gangbusters, you know, but you know, the, the markets that you’re working with, you know, I said, you know, they thought they would, they took an ad out on a football channel and I was like, you spend a lot of money, but we got no sales from that.
No home shopping network and home. Well, you know, the, uh, the, uh, the, the home and garden TV, it made more sales than the football show, but it took three weeks for those sales to close. So, you know, but if you have data and you know that in the marketing game, if you have data, then you say, this is what happened and you can then repeat it.
But the idea here. All those sales, you know, when they ad ran and all that stuff, the automation drove all the things to the systems. No humans needed in most of the case, 20% or had to go to an operator. The other 80% of the sales happened automatically went into the sales system. Then you got to send over, you know, it was like, okay, we got all these sales, how do we ship them?
I said, well, what do you use? The ship new system let’s connect the pipes so that the sale one is done. It goes into shipping. And then the next comment I got was that it was obvious. I knew it was coming and they just weren’t interested in listening at front for, sorry. I said the accounting processes, how do I extract the data from the sales system can account for it?
I was like, well, why don’t we just put it into the accounting system, sales, shipping academy. So simple. And this was an old wine company been around. 30 years. And you know, their idea of integration was download upload. You know, I mean, they had factories, manufacturing product, but technology wise on the internet, they were, it was simply just an email.
You got an order. Type scenario.
Andrei: I think also very important. I mean, important for you guys. how many of you, I’m sure you do this already, but when you look at, for example, this case study, and some of you I know are running TV ads, radio ads together with online, or maybe even magazine ads and stuff like that in print or outdoor, uh, I think it’s gonna, I mean, this is the best time where you can look back at your marketing mix and your campaigns and everything that you have done for the quarter or for the half year, and try to map everything again to the customer journey and how, or what you want that ads to do.
We’ve, we’ve just done this with our clients and it was very useful so that they can track the right KPIs together with us together with the agencies that they work with. And then, uh, you know, if you’re on a TV ad, Certainly, that’s not going to be converting the same as a remarketing ad on Facebook, but that might trigger a search in Google that you want to be ranking for whether it’s online or like organically through SEO.
And then you have to make sure that the keywords that you are on, that you want to rank for you do, or if not, then run Google ads so that you can still be in the first results for like a degree of product or service or services. And then, you know, try to map everything according to the customer journey and see where like you basically work a process around the lead generation element of marketing.
And then as you guys were saying to, to try to automate as much as possible across the board so that you can scale that up when you have the recipe and it’s working.
Josh: So when you take that type of recipe that you’re talking about is, you know, let’s talk about that. I’ll talk about three types. Yeah.
Touchpoints. If somebody comes to your website, cause you drove an ad, right? You can retarget them with a message to come back. Right. Um, regardless, depending on what source you’re targeting and what platform. And then the next thing is they give up their email address and you’ve done a lead magnet, you know, uh, stop sending that same returning at change, the message of, you know, come take a taste, take a trial.
Sam: And the next step in the process and the customer journey, isn’t something we’ve really talked about, the idea of a customer journey relative to the rest of it. But anyway,
Josh: the next part would be is. Have taken that next step and given up though some information, they taken an action, right? So now they did a demo.
Maybe they finished the demo you’re if you’re doing retargeting. So you know how to do Cole ads to that same person, you should now be helping them to say you should be buying. You know, this is a great thing. Um, I know that as an example, I use this as an example. If you buy something from Zendesk, they may have changed their policies from a year ago, but I noticed this, you buy something who was on desk, right.
And you’re going to be targeted for, you know, months, keep buying then. And they don’t want to sell you and say, Hey, you should try another service or should your first somebody. I already bought, why are you, why do I see your advertisement? You should know that I purchased already.
Andrei: Th that’s the data integration issue, like, you know, just the way that they manage everything through, um, by the way, are you guys using any CDP at the moment or well, helping your clients integrate CDPs what’s uh, do you have any recommendations or thoughts on these for, for our listeners, our customer data
Um, when you say CDP, there’s a lot of acronyms in this world by CDP familiar with that acronym,
Andrei: maybe I don’t live under a rock. No, no, no. I’m sure you, you know what I mean? Uh, so is the customer data platform, so where we can run omni-channel marketing from, so basically the single, they are very useful in order to get the single customer view and to be able to integrate your multiple data touchpoints from space, from all channels and to basically know which customer went through or so, which types of advertising from you, what was their journey with you, et cetera.
So you can dynamically
Sam: Yeah, for sure. Okay. Yeah. I’m familiar with what we’re talking about. Good Josh.
Josh: One of the, one of the tools we use that can attach to any of those front end systems is a tool called wicked reports. All right.
Sam: We’re talking about, yeah.
Josh: That is a multichannel attribution tool that will allow you to see your customer journey and also see the costs, you know, every metric that you want to see along multiple channels, and it can feed it also straight into multiple CRM systems.
Okay. Now, you know, it’s simple. I won’t say once you learn how to use it, green is good. Yellow is not so good. And when is, that’s terrible,
you know, when you set up your dashboard and say, okay, this is working and you can actually see your ROI and over what timeframe and where it’s coming from. And you know what actually started the deal. What closed the deal. Um, and how they went through the journey. So that is one of the tools we’re certified partners in that, uh, we actually came upon that kind of the backwards fashion and we help people understand their data.
But the idea is that data comes out of your, out of your CRM system for names and, and sales, and, you know, can be connected to the e-commerce stores and webinars and everything. So you can track everything. I can track the fact, you mentioned billboards and stuff like that. If you’re getting collecting billboards that a code is going into a system, we can send that information back to the, those reports and say, you know, it started from a billboard, then it wound up on a return to the ad and then it wound up from an email and then it, well not for sale, you know?
Um, what was the journey and you, and you see these cockamamie journeys that people take to get there. And so the idea is if it, if you can figure out where they start and what actually helps close the deal at what timeframe it is, you feel better about that happened. Integrate all kinds. You can track everything with a script that you put on there and it’s like, boom, they just, you see more information coming into your system.
Um, No, the challenges. And you think, you know that as people, not no need to learn how to drive that dashboard, what’s the data there. So those people who are experienced with it, they go, aha, those people who’ve never done it. Or if we go where I start,
Andrei: so now going back, like a beat back, but we might have already discussed what Sam wanted to say.
Um, but you said some, you said, uh, you want to say something and then I interrupted you so discussion. I want to go back to what you wanted to say then, because, uh, I think, I know you want to say
Sam: is the idea. Being human, where it counts and otherwise automating, obviously that’s our tagline here at mobile pocket office, but that’s not why I’m bringing, you know, we have it for a reason and it’s the same reason I want to bring it up is because I think one thing, and we talked about this very early on when we were in the podcast here was that I think the thing that we learned through the pandemic is that it’s still happening, but that we really learned is that, yeah, you can do most of your stuff online, but people are still hungry for human interaction.
They want that. They appreciate that. And now people are getting it less and less. And so the idea being that if you can integrate into your automation and design into your automation opportunities to remind you at the right time when to be human or automated. So it feels very human and it gets literally the same effect.
That’s a really good thing. And so there’s examples of that, um, that are really exciting of what you can do. Right. Did I already mentioned the thank you card stuff. Yeah. We spoke about this in the beginning. Yeah. So you spoke about that. It’s one example. The other example is, you know, if you, it, it is, it is not free to send a thank you card that costs money, right?
And it’s a cost that you have to factor into your, your total cost of acquisition. But one thing that doesn’t cost that much money, other than just having the EI platforms do it on is sending a video, a personal video to people, thanking them, welcoming them, whatever you want to do at different stages of the process.
Josh, you’ve probably got it up on your phone there. I do too. We use a particular tool to do it. And again, the tool is not important, important to us called bungee or Rogero there happened to be cool people. We like them, but yeah. Well, we can get you that link to for people, but definitely show people how it works, Josh real quick.
Cause I think this is cool. This is human. And not only is it cool and human it’s helped people generate a heck of a lot more revenue. Okay. And I’ll give you, I’ll give you some numbers while Josh is showing you how to do that by gets incredible.
Josh: So, um, it’s, it’s an app. Every time a certain type of lead comes in or a certain type of thing comes into our systems.
It creates right before it says, Hey, you have a new lead. And I know on this, where they came from, why they came from all the data that’s collected is putting it here. So I think, and push that person’s name. It says recording now. I ain’t gonna say, Hey Sam, I’m so glad you, uh, replied to our website information about doing automation and specifically X, Y, and Z.
I look forward to talking to you and I know you made an appointment and then we’re going to talk on Monday. See you then. Um, actually I didn’t record it. I had, I had to hit the little record button. Hey Sam, I’m glad you made an appointment with me. I’ll see you on Tuesday. Look forward to helping you with the automation.
Boom. I hit stop.
Actually. I didn’t record it. I
made an appointment on Tuesday looking forward to helping you with your automation. Boom, stop.
Sam: Okay, so let me give you an example.
Josh: And now Sam was going to get an alert that he’s got a message you can reply to me too.
Sam: So, let me, let me give you an example, right? Let’s say you have a, a product that’s a consumable like coffee, right?
And you have an e-commerce store, not a crazy idea. Right? I think people can relate to that. There is a company out there called, oh, Joe coffee. They use Bon juror 14 weeks. It went from $35,000 a month in revenue from subscriptions to 75,000 a month in revenue from subscriptions. And they found that okay, in their case, their subscription customers average 20% more revenue than non-subscription customers.
So that as strong incentive to, you know, improve the number of subscriptions, that’s mentor mentioned that it helps stabilize, you know, what you can expect each month in their case for the business. And the owner of the business took people into where they were roasting coffee. He was already there and he just recorded a video of them doing it saying, thank you, you know, wanted to show you around and thank you for your business.
And it was literally that simple in addition to educating them that they could actually do a subscription. And that was an option people didn’t know. And he just explained, Hey, if you want to do subscription, that’s an option. So that help people move from non-subscription customers to subscription customers.
And those numbers are again, $35,000 a month to $75,000 a month in subscription customers. I mean, if that doesn’t sell a tool like this and a little bit of time, it takes to be humid and investing in this, I gave up on you, right? Like, you know,
Josh: and another tool that we’re experimenting with, but here’s a, here’s
Sam: a, what, let me just one more thing in there, Josh.
Like the key piece is that, well, how do you know right? How you’ve got to send that at the right time, somebody purchases, they didn’t get a sunscreen. You want to convert them to a subscription, as soon as they make that purchase, you want to thank them and educate them on the subscription and make sure that it’s easy for them to take that action.
So you need automation to tell you when to do that. And that’s the, that’s the key. Then you are human, it sends it’s automated, they get it. And they can go take care of setting up a subscription. So that’s what we talk about when we say be human word counts, otherwise automate things like that. Cause they not just for fun, but because they grow your revenue and they make for better customers,
Josh: you know, that’s the front end of the sale back backend is, uh, you know, I don’t want anybody doesn’t love testimonials right by, uh, you know, written audio or video.
Right. And most people forget to ask. So we have a little system that we’re testing out right now, um, that during our process, when a purchase happens, All right. It says, we record a video and said, Hey, I just, I did it the other day. And Hey, I want them to tell you, uh, I want them to say, what was your experience?
Like, would you do it again with us? They get the alert and they can record audio video, or write a text, you know, texting back and say, here’s my experience. And that happens every time you make a sale. And so we have collected hundreds of no, I was on the phone yesterday with somebody who asked for references.
I sent them 14 videos. If I’m a page of people who, you know, I didn’t prompt them, they’re not on a call. And it was like, her only response was, wow, that’s impressive. And then we had a call and then there wasn’t that, you know, closing the deals like when can we start? It was so the camera would be, there are people who do business with you and you know, and they liked what you did for them.
And then people were more than happy to tell rent, give you a rant of how well, how excited they were and what you did for them, but you can’t give him an opportunity and you got to do it every time because they won’t do it every time. But the answer is, if you ask, you know, it just using tools. So the answer is you can hear me say, you know, Hey Andre, thanks for doing business with us.
I appreciate it. Tell me if you would do business with us again, just hit the record button, send me a note. You know, next thing you know is like, thanks. You know,
Andrei: so yeah, but this is, this is a good point. And actually I think of video testimonials are so underused at the moment as well. Yeah.
Sam: Um, so, and then powerful, you know, we all want to know, is this person someone that I want to do business with?
Do other people trust them? Right. And if you have videos that other people recorded about you and they’re, uh, they’re like they’re heartfelt and real and talk about what struggle they solved. I mean, that goes such a long way. So if you can, if you can put in your process, making sure that you’re asking for those and you get more of them that in your marketing and sales process, you know, everybody knows that salespeople just want to sell you something right.
Where they don’t know if they don’t have a way to find out is once it’s sold is what the expectations that are set actually met. Do you deliver?
Josh: So the idea when we talk about automation is make sure automation makes sure it gets done right. On a consistent basis all the time. And you know, regarding what you said, Sam is, I remember the story.
My wife is corporate HR. They made a huge investment many years ago with another coverage you’d work with in an HR system. And she really loved, I mean, they worked with, you know, they interview different salespeople and products and all that stuff, and they made a decision and she really loved the person she bought the services from.
And then she never heard from them. She would have given them referrals out the kazoo, she was a happy customer, but you know, she’d call and say, Hey, I never heard from you. You, you, you, you did. You just sell me a leaf. So, you know, they developed a relationship over almost three months and then it was like, I just talked to him, validation and customer support.
So I look at it this way. Is that salesperson? No, they spent a million dollars on a system, you know, I don’t think that you sell a million dollar systems every single day, you know, or, you know, just kinda like
Josh: you know, you have somebody who would love to tell you, Hey, look, I talked to my friend, who’s also an HR person and they’re looking into a system and I tell them about you and you would get no feedback from them.
And, you know, did you hear from the Salesforce? No. Oh, okay. No follow up either. So that’s more common than not that that’s where our using automation. Canada is a suitable. Uh, as soon as superstructure for automation as a human, it lets you, it lets you leverage your time.
Andrei: okay. So then if we were to, uh, because this is something that we try to do all the time on, on our episodes, uh, as we, as we get to, uh, sort of the end of the show or of the episode, let’s try to make some actionable bullets or some like a priority list for people, because we discussed a lot of interesting things and this is not going to be possible to be done overnight.
So, um, we let’s try to prioritize and see where people should start and then how they can plan their actions, maybe we over a week or so, so that they can, um, after that week or after those 10 days, they let’s do a better place.
Josh: Okay. Well, let’s go
Sam: back to the beginning where we started, which was the very first thing you want to do is everybody write down what they do for a few days.
That’s your very first starting point. In addition to that, write down all the tools that you use to accomplish it with those two things. You know, what it takes. Where do you have to move data around and all the tasks involved in doing it. And now you have an idea of your process and you have an opportunity to see what you can automate to save yourself time.
And then from there, it’s looking for the opportunities to improve the process. Do you want to add to that?
Josh: Yeah. There’s another tool that I use a lot of times when we can actually do onsite, it was a male, a folder is a team exercise. Actually, you can do it today. It’s called, where does it go? So I would take, I did this with a medical firm is where I developed it.
I had a team of people and they were, you know, they had a whole bunch of folders, customer folders, and the person who was the, um, sales administrator. It looked like a fortress of folders on their desks. So I said, okay, let’s take a folder. And you’re the salesperson. Okay. You get the lead. Pass it to the person.
Now you give it to, and we pass this folder around so that everybody knew what the process was. You know, who’s got the red folder
so I said, well, let’s pass the phone around. And then the interesting thing happened was kind of funny. One of the person said, oh, I need another phone because they, yeah, this one, I know this person, somebody to do. And then that person sending you to do so now in branch. So now we had to figure out, okay, here’s the process.
So at the end of the day, I had a process inside of a folder of who did what then when they gave it to what’d they do to it. Where did it go? Um, so there’s a couple of tools that we can, we’ll give you links on a, on a page versus called the personal activity log. What are you doing all day long? You know, what are you messing with and what can actually it’ll be eliminated if you think about it, take it up.
And then, um, there’s doing a workflow and will I actually have a document that shows that whole mapping process. We talked about how you can use that and use it. You can use it online. Was it diagrams on that? Or you can spend 20 bucks and get yourself a big piece of roll of paper and, and, and diamond, you know, the sticky notes and be able to do this visually.
Cause some people are not good with tools. Sometimes it’s guideline until you, everybody knows how to use a sticky note and a pen. Right. And then it was a team effort. So I, okay. What do you do? What do you do? What happens when? And everybody knows where, oh, well we do this this way, but in these exceptions we do it that way and find where things can be.
Windbreak is one of the things that we have a tool. Okay. And this is where, um, you try, you explain to a news person or the person taking the job, um, exactly what the job is. Okay. So it’s like, it’s a piece of paper. Right. But the idea is you’re trying to teach the new person how to do this job so that you don’t have to do it anymore.
Okay. Training buddy. So, uh, you know, it’s, it’s the process documented. So here’s the process document, but the, the process document is done by the person who does it today. How do we do this process so that I know, Hey, if I leave or leaving, I got to tell somebody else how to do it. Or if I, you know, I’m a manager and I know I want to do this and a hire somebody or scientist, here’s the process.
So now you’re starting to process documentation. Um, uh, Ray Kroc, McDonald’s standardize operations manuals. And this goes back years ago, but every store has a process. Everything has a process and they sit you down with a manual and say, okay, here’s how it works. And that way the person who’s doing it knows how it’s supposed to.
Or not work. And by doing that these days, you can say what could be automated, right? Yeah. So, you know, you’ve got to say, what can we eliminate? Um, so to put that in real terms, I had an assistant for 20 years that worked for me in 10 years ago, she retired.
Sam: What does,
Josh: what does she really do? That was important.
She had one function that she did. That was really important. I replaced her $90,000 a year salary with a $3,000 a year piece of software.
Andrei: And why was that important piece?
Josh: Wow, well, we had a subscript, a SAS offering and you had to take money, you know, loans. We dealt with corporations. So.
Sam: Yeah, she
Josh: was, yeah, it was an online monthly subscription.
And she was in charge of making sure that we build them. They paid et cetera. When she laughed, I didn’t have anybody else that would do it. My technical team says, oh, we’ll go with some software. They said, oh, you won’t let me, if we’re going to have to maintain it. Custom software has got programs behind it.
So let me see if there’s some tools out there. And I found a tool that we use that did this, it collected, you know, collected the money, sent the signal, a web hook over to my system and said, turn them on. And then if they didn’t pay, it sends a signal back to my, the, this thing and said, Paul, the credit expired, you know, Seminole, it says, please update your credit card.
And they did not pay their credit card and send them a series of emails all the 10 days countdown. We’re going to turn you off and they didn’t pay or didn’t renew and turn the system off. At that point, my phone rings says, Hey, turn it back on. I need this. Let’s say it’s no longer my responsibility. Um, it’s all automated.
All I need to, you always click the link, update your card. And in 30 seconds, this system’s not gonna. So, you know, it’s been 10 years, years since I’ve actually had to do billing and collection in terms of people on and off in a SAS offering. That’s pretty cool. But I replaced a human. All right. Now, if somebody ultimately got turned off and I didn’t hear from them, it sends me an email.
It says, call these people. They were a valuable customer. And it usually meant that somebody left the position no longer works there, or they passed away. They took it, they moved to a different department. I just had to find the person who’s now responsible for, you know, using the service person left. So I was like, oh yeah, we need that.
Great. Well, you should put your corporate credit card in here and get it turned back on. So you use it wonderful.
Be human word counts. Right. Otherwise, you know, I saved a million dollars over 10 years of an employee now, other services, I replaced things with, you know, other people doing stuff. Um, but the idea here is you can use tools. You figure out where, you know, I want to be, uh, I want to be the laziest man in the world.
Okay. How can I automate almost everything that is on and off? Yes or no, you know, type stuff or follow up so that I can work with the customers who actually need to solve a problem. Cause it’s unique. Um, you know, process, some of them are not that unique. They just don’t have any automation at all. Or they have things that are not connected.
So. You asked about that, the personal activity log using either the diagrams, not that net or a sticky notes to actually document and work as a team. Um, I have some recordings we’ll put out there for you for, you know, thinking about automation framework, work for that Kaizen and what you should be thinking about.
And then, um, you know, the process automation documents. So if you’re having to delegate something to somebody and then the, the last piece is, um, I’m looking at your system. Um, and I remember the early days of Amazon where they took an order on one computer and they literally turned around and inputted the shipping department that was like early, early, early days.
Right. The automation was the swivel chair.
Sam: Now information increases over time, the level of what can be automated, like, you know, this is, this is one level for those, you know, where you got to turn the chair. It’s a lot of work. It’s a lot of manual work and you’ve got to input it, you know, but then, then you get to the level where it swivels and that’s a whole new ballgame.
Josh: Here’s the key. All right. And I think anyone of your listeners out there, if you’ve got something you do now, and then automation, doesn’t, it may not be important. Okay. Yeah. But the more frequent that you have to do it, and the more important it becomes, or the more volume that you get. And I remember an old commercial dates me from IBM and it showed a picture of a startup and they had like an odometer, you know, Ooh, we made a say, they’re all sitting around and we made a sale who made 10 sales.
We made 15 sales and all get excited. And it clicked up to 500, a thousand, I mean, 15,000. And they went, oh my goodness, how are we going to get that done? So if you’re scaling and you don’t have systems, it’s just a lot of human waste of time to do that. How do you get it all out the door? So now you may have one from happy customers that are, oh my goodness, we’re overwhelmed.
And just as fast as you were successful, you know, you get bad reviews now, now it takes you seconds like, oh, that was a terrible experience. The idea here is, is look at your processes, find out what can be eliminated. And in some cases, Maybe somebody will, you know, I’ve been told that, oh, I’m here. I’m going to lose my job.
Cause you’re gonna eliminate me. I said, no, if you’re gonna, if you have valuable experience, redeploy that person to do something, if somebody else, when people, um, so that, you know, the repetitive nature of the job. Was taking care of my computer.
Sam: So there you go. A few quick tips in 20 minutes.
Andrei: Super cool.
So Sam, if you can please send me, send me the link to the video, a testimonial thingy. So I can add, um, in the description of the episode as well. I also took some notes from our discussion and, uh, guys, um, we’ll, I mean, you’ll find this in the description or depending on where you, where you’ve are listened to this, uh, there, there will be on YouTube as well.
Um, and um, now Sam, uh, Josh, what are you guys planning for the year? Uh, any big announcements you want to make or, you know, interesting stuff that you, you feel you can
Josh: share? Sure. Yeah,
Sam: sure, absolutely. Yeah, we already got, you know, he’s working on something over here. Jessica had
Josh: an idea that we’re promoting for 2021. Stop asking, how do I do something and ask instead, who can I get to do it for me? So find your who’s and not waste time with your house.
Sam: And remember your who’s can be pieces of technology. That’s
Sam: They don’t have to just be humans. And if you don’t know how to use technology, don’t learn it.
Just find somebody else to do it for you because it’ll go faster.
Andrei: Yeah, definitely faster. Cool. So where can people connect with you? Well, I mean, maybe there’s already a couple of people that might want to look together with you at the processes that they have for their businesses, or, you know, discuss things, ask questions.
Oh, is LinkedIn the best place or, uh, weather for your website?
Sam: You know where the best place is. I mean, if you can find us on LinkedIn, if you want to put our profiles in there, by all means we’ll respond to that kind of thing. But mobile pocket office.com, people can just go to the website. We’ve done a good job, making it easy to book a call with us to find out if there’s a fit for the project.
And the reality is we, you know, we’re, we’re having some fun here, but we’re not here to judge people in the way they do business. So if you’ve been successful in business, that’s huge. And if you want to streamline what you’re trying to do, and you want to have a conversation, see if we’re the team that may be able to help you make those next steps, you know, we’re, we’re going to have that conversation totally judgment free and just have a discussion and find out if it makes sense.
And then from there we do a blueprint session and then you come out with what you, what you would actually do with us. So there’s that aspect of it. Mobile pocket office, mobile pocket office.com. Um, and
Josh: I I’m Sam. I think what we’ll do is we’ll also put up a link, um, mobile pocket office, former slash market.
Are you okay? And that way, all the things that we talked about on the podcast that we mentioned that available, but links to it and downloads to it, stuff will happen on your site as part of the show, but we’ll put them there. So it’s all consolidated and get that up so that people download them and, or look at them or listen to them.
Sam: Super easy. You know, we have automation. So if you want to jump on our schedule, you can just find the time it’s, we’ve tried to make it very easy. You don’t have to go back and forth through this by email. And you can, you can just book something on our calendar and we can jump on a call and see if there’s anything we can help you with.
We don’t, we are not a fit for everybody.
Josh: And if you’re not really, you don’t really like to have fun while you’re working. Definitely
Sam: not a fit.
Andrei: Good guys. Thanks so much for all the time and for the inputs. Uh, Josh, thank you for
Josh: joining us here.
Andrei: And yeah, I have an amazing year looking forward to staying in touch and, uh, for you guys, uh, thank you for joining in. Thank you for listening. Any questions as always, uh, being, uh, us as mark, you being Josh and Sam. If you feel there might be room for a partnership there, or if you feel you could be working together and until next time everybody have an amazing year, make it one accounts and, uh, you know, just live your best life.
If you answer yes to one of these questions.
- Need to fix your business and get a life?
- Just starting your automation journey?
- Feeling overwhelmed on where to begin your automation?
- Just feel sometimes like chucking your whole system out the window?
Then we can help.
Here’s the problem: You are manually doing everything in your business. And have no idea where to where to start or how to start automating. Finally, you want to be working ON your business not IN your business.
Here’s the solution: Understand what your process looks like to acquire a customer. By making a map of each and every step a customer takes in your funnel. Then reduce any mistakes they can make when entering information.
Easier said than done. Traditionally this is called Business Process Engineering and we at Mobile Pocket Office have taken this concept along with Six Sigma and LEAN manufacturing concepts concepts to improve a business … aka be human where it counts, otherwise automate!
Just because your business is still afloat, doesn’t mean it isn’t taking on water. But you probably already know this, and that’s why you are here. Identifying that there is a gap between where you are and where you want to be is the first step, but what are the next steps? Mobile Pocket Office is leading the way in helping new and established businesses augment their human and technological resources to leverage growth and streamline productivity.