Mike Minutes Mastermind 03/08/2024

Augusta Nation. Welcome to an amazing Friday. Let's go. The spring rush is here. Check this sweater out. It's great.

Got Max here with a little headphones on the command center is wearing for the spring rush. Let's go. Make sure I got everything set up.

Cool. All right, couple announcements. Numero uno.

Is the media team is doing several templates that are going to be using the language similar to the Facebook.

Marketing teaching that we've been talking about. So having guarantees, scarcity, etc around the 247 phone calls being answered, instant quotes on your website, et cetera. So some really cool stuff.

And just focusing on those offers is going to be consistent with the online side of things. So guaranteeing answering phone calls 24 7, telling people to go to the website and get an immediate quote on things like postcards, for example, etc. So that should be good.

Second thing, this is not instituted across the board yet. We are still testing it, but I'm saying it here. So that way if you get a text message, you are clear as to what is going on. And we are testing a few things. And at Command center we are going to be having a system in place for.

What's it called? Not infrequent but.

Randomized text messages, surveys being sent to customers after they have called in and asking for feedback. And so this is not going to cost you a single penny. This is all from internal, from Command Center. We pay for the software, we pay for all the text messages, et cetera. But essentially what's going to happen is to customers no more than once every 90 days, they're not going to get every single call. They will get a message after they talk to Command center. And we will do it. We're randomizing across all the agents. So basically every so many calls, an agent is going to get a survey sent out from them after the call has been completed. It's a text message to the customer just being like, hey, could you give us some feedback on that call that you just had? And you know, good, neutral, bad, and then asking for feedback. Really, really simple. And it's really, really good. It'll be the best way for us to be able to monitor every single agent at Command center, make sure that everyone's answering the phone well, as well as Max gets surveyed on. So when Max takes a lead, we will get direct feedback from use from customers after their interaction. So if they're like, well, he didn't understand this, we will know right away. We will not have to wait for anything, any sort of negative downstream effects and so we'll also get a lot of feedback on Max in general. So but most importantly, just making sure that everyone's calls have a high quality standard and that any sort of issues are being addressed before they become bigger issues. And so again, there's no cost to command center whatsoever that there's a department for quality control and they'll be taking in every single survey. We've been testing it. The reason I'm talking about now is we've been testing it. You might actually get a text message or a customer will mention it to you. And so I just wanted to make sure everyone's aware that we are testing this. It is not live yet. I will let you know when it is live. And it's not going to be for every single call that gets annoying to customers. So it's going to be a randomization. Probably about 5 to 10% of calls will get this message and it won't be anything more than once every like 90 to 120 days that someone, one person can get it. So you don't really need to worry about it. It's really a quality control purpose on our end to ensure that everyone's answering the phones the way that you want them to be answered and to the quality standard they are trained at. Also getting great feedback on Macs too to be able to know what needs to change, et cetera. Customers will tell us exactly what they were thinking. And we tested yesterday. It's actually impressive how many people leave a review like our leave a survey. It's very, very interesting. So great, great feedback. We're getting on it. Cool. All right, let's jump into some questions. Let me delete these notes out of my thing.

Great present share.

All right, where are we at? We are one out of three. Let's go. First one up is from Max Harwood from Burnaby. Oh snap, I forgot to put this in the Facebook. One second guys. Copy Facebook.

Okay.

Facebook. Boom.

Okay, back to here. All right, Max Harvard, Burnaby. I sent a one click estimate today March 7th and received some alerts from Copilot regarding a bad emails. One, the alerts don't specify what the issue is and I am sure if I need to take action. Number two, some of the emails listed as bad our current customers that we have communicated with which makes it improbable that they addresses are actually bad. At least the addresses that are connected with current clients. Please see below email for all for an example, all alerts look the same as this one. Okay. This is literally something that approximately 20 minutes ago we have changed. So yeah, so this is a great, great, great feedback here. So this one specifically, I don't know if this is actually from a mass email because it says before attempting to email this invoice. So this one seems more like it could have been you send out email emails, send out invoice emails like receipts potentially. Regardless, we are, we have changed this morning. So what is going to read now as is A this email could be bad or B they have high enough security that they did not get into their inbox. And so we are seeing this at iCloud, we are seeing this at Comcast and probably Shaw in Canada that they have such high security standards that the email won't get through their inbox. But we're alerting you on your end so you don't just wait and it goes into the automation sequence. It's like you'll know immediately this person did not receive the email. So you're still going to get this on like 5 to 10% of people on mass type emails, especially the ones that are Shaw, Comcast, iCloud and then Domain specific. So for example, if I have.

You know, joeichandys.com if I have a Mike Andes.com a high security threshold like in my email settings it will likely any sort of like mass email at the word unsubscribe because we on any mass email have the word unsubscribe it'll probably flag it. And so what we wanted to do is make sure you know about it and it doesn't just go into the automation sequence without you knowing. So the this message though the reason it is blank is because it doesn't really have a reason that returns back from a web hook. All it knows it wasn't delivered. That's all it knows. And so what we're you're this message you're going to change to saying this could be, this could be a bad email address so we can catch those. Secondly, it could just be the fact that this is going to a URL, a domain that has a very high security and it's not getting through. So that way and it tells you to either text message them or whatever you're trying to send them or two, tell them specifically to add you to their address book inside of that email account. So if you add or send even if they sent you an email, as long as they just send you an email to your email address or if they put you in their address book, you'll get through. But we are still consistently seeing it at those specific domains and we're slowly getting better each time. Like at the very beginning we couldn't get through to Yahoo. Now we got through Yahoo relatively quickly. But as that security level we increase on it, the deliverability goes up. These should be fine. But what you're seeing is we are switching from like hey, I've already communicated with this person, now I send a mass one. And why isn't that going out? It is because we use two different email servers. One is for direct communication and they'll get through and the other one is going to have a higher spam rate simply because it is mass marketing. And so what we do, the reason we split those is so that way your transactional emails are much more likely to go through versus mass emails. Some percentage of them won't go through and those are actually doing pretty good comparatively. We saw at service autopilot the last like six months like about maybe 50 to 70% of messages would get through on mass emails. We're seeing right now at copilot between 88 and 93%. So pretty good on mass emails. And so splitting them like that has been really helpful. But instead of you just like finding out later on down the road or like having to go run a report, we are sending you messages back. We're going to be changing some of the stuff though we did this morning and we'll probably modify even some more just to make sure it's as beneficial as possible and actually gives you instructions like hey, this should be sent via text if you want to get this message through and or they should be adding you to their address book.

City, Utah I sent an upsell document to a few thousand people and I'm getting dozens if not hundreds of emails back saying they were returned to back. Okay, this is the same thing confirmed. Some are gmail, iCloud, Yahoo, etc. We have only a couple documents so far but are seeing way less response than the previous years thinking they aren't getting out. Do you have any tips or tricks to help with this?

You've sent a couple documents so far. We are seeing way less response to them than previous year making think they aren't getting out. Do you have any tips or tricks to help with this?

I would the only thing so for example, if you, if you send out a thousand and you get like 50 people, I would expect about 50 to 100 of them don't get delivered on a mass email because of the security stuff. If that happens, the only way to like reduce your security threat is one part of it's out of your control. And that is like us just sending more and more emails to increase our deliverability score. The second thing is making sure that the words you use don't throw those spam filters either. So things like cash money, free buy, things like that can throw things through a loop. Percentages in the, in the subject lines, etc. That can be a factor. Assuming that everything is held the same.

That they're being delivered. It's just a matter of if you. These are like first couple months inside copilot. A lot of these emails people are not going to open up but they're going to go to spam filters into their spam folder. And so getting them to open up emails like for invoices, estimates, et cetera, that will get through will improve the deliverability. They'll also open up the messages from the mass email side of things. So we've just typically seen it take like anywhere between two and four months and the email providers we, we, when we set up with them, they said to expect between four and six months for it to like get warmed up all our IP pools and dedicated IPs to where like the deliverability is so much higher. So.

Yeah, if this continues, Brent, like I know because you just have started like please keep me in the loop on it in terms of the, the mass emails.

Joel from Lafayette. The new every door direct mail Postcard designs are 6 by 11 while the one old ones are 9. 6 by 9. What's the reason for the change? Does 6 by 11 convert better or did the media team want more space in the cards? Well, the bottom line is your, your postage for 6 by 11 is the same as a 6 by 9. Also the 6 by 9. We've seen some post offices bought Bach at that size and so we added six. We added two inches to the like almost every single design and went through all of them because we've seen like, we've only seen one person actually have to like not be able to send them out. But we've seen multiple times where like the post, the post office, like yeah, they have to be this other size. So we just said hey, we're just going to go ahead and make them as simple as possible. That's why like you'll see like we tried to check all their boxes for like but only one person have I seen actually not be able to send their every door direct mail campaign out. And it was because it wasn't the extra 2 inches like they wanted the 6 by 11. So that's why we went through and just changed every single design in the pro shop to conform with that.

All right.

Fantastic. I'm going to do a little follow up because I know this morning they literally put this out with these bad email things to be able to have better information on those emails when they come back to you. I'm going to follow up on a couple things based on this, though. All right, I hope you all have a fantastic Friday, a great weekend. I'll see you on Monday. Take care.