Mike Minutes Mastermind 04/02/2025

Hey everyone, hope you're doing fantastic. Let's go ahead and get started. Another Mike Minutes Mastermind Quick announcement. I mentioned on the Facebook group yesterday if you had shown interest in the investment that we talked about at conference. It's on the dashboard and you fill out that form. You will be getting the email from Carta. Some people got it today. They'll be rolling out over the next few days with the ability to be able to sign and fund the account. So expect that in your email. If you have questions, feel free to put it here on the Mastermind. But I know it's pretty self explanatory based upon what's on the Invest in Augustination tab of the dashboard, but if you have further questions I'm happy to answer those. I do believe that round is going to fill up before September 30th. As we get closer I will let you know in case you're waiting. But I do based upon the forms that have been submitted and submissions, I do think that we will fill it pretty quick. Not pretty quick. I should say that definitely before September 30th. So I will like I said give you an update. If we cross like you know, we only have 25% of the fund opened, et cetera, I'll give everyone a heads up. I promise there won't be like a 24 hour heads up. I'll give you plenty of time if you need to to move money around, et cetera. That is going out. One question someone asked me is is there any sort of dilution? There is not. This is not a pre money valuation. Pre money being that once money is contributed you're basically kind of in limbo and you get devalued at the next raise. There is not any plan for another raise and even if there was, making sure you locked you're locked in at the $30 million market cap. So just FYI, in case you look through the documents or have any questions, I'm happy to answer any of them here. We've made sure that we have a bunch of legal eyes on this stuff. That's why I've taken a little bit more time than I thought the past month just to make sure everything was buttoned down correctly in the holding company and each of the LLCs. And then like end of this year we'll have to have consolidated financials between all three organizations or entities, et cetera. So yeah, that is that. If you have questions feel free to put in the comments here or on the Mike Mince Mastermind over the next few days as you get those documents, et cetera, there shouldn't be anything surprising in there whatsoever. It's all in the video. It is all on that. That tab. There is nothing different. So I just made sure, like, everything was exactly the way I said in that video. But if there's any questions, I am happy to answer them.

Absolutely. Another announcement. Liz just put it in the Facebook group as well. There's three owners that saw some discrepancies on the number of minutes on their invoice for this past month. And that is in part because they have, like, data collection from so many different sources, like ringcentral, Happy Fox copilot bringing data in. So, for example, the other day, Ringcentral went down for, like, half the day in terms of collecting stats. So I got a bunch of zeros on a report. So if that happens, sometimes the automated side can be janky, and then it's manual review. We have to go in and actually look at the numbers. So there was a couple invoices that were off. They did go ahead and rectify that. They're going through every single one now just to make sure no one else was impacted by that. And they're going to be changing a few processes to make sure there's even more eyes on those invoices. That's why we do make sure the command center invoices go out and then you're not charged for a few days until after that. And so there is manual review going through because there were three that we know we made errors on the data collection side of things. And then they're just going to have more manual review on those just to prevent that ever from happening. But if you ever feel like on an invoice from command center, you're shocked or surprised, definitely just ask. Like, hey, can you guys just review this one? This one looks a little off. Please let us know. That's why we have the gap between invoicing being sent versus being charged. So you can make sure there's enough money in your account you can collect from the previous month as well as just make sure that it looks accurate. If there's something that looks off, please let us know. And they will have full audit if needs be, to ensure that everything is done accurately. So thank you to the team for hopping on that right away and seeing what the issues were with the data collection and then just modifying that system.

All righty.

There it is. Boom. Cool. Let's go ahead and jump right in.

I know. Yesterday. Yesterday morning. Thank you. To those who alerted copilot to like the. Some of the cards being gone from people's account. So I'm going to add some color now. I'll probably add some color to it on the weekend on the mastermind for Copilot. But the reason that actually happened, if you look in your Stripe account now, there's way more functionality in the ability to be able to actually charge people's cards that they put inside Copilot but also see it inside of Stripe. And so also you see the customer's name and if you go to details you'll see their address and it all ties together like there's four, four different connection points instead of just the email address being shown as a guest transaction inside Stripe. So it increases security dramatically. The challenging part is we have to migrate everything over so no one's card information was lost or bank information was lost, but we had to migrate everything. And so we're talking about millions, millions of card information and ach being transferred over. And so yesterday we noticed that there was some of them did not come across if certain requirements were hit. And so we ran, we had to run one more migration yesterday morning. So thank you those who alerted us. Some accounts were not impacted at all, but some others were depending on how people added in bank information and card information. So that's, that was all rectified. But thank you for those that alerted co pilot to that yesterday and ran that extra migration just to get the rest of those cards moved over. So but now if you go into your stripe you will see just so much more data in terms about the customer and then even in terms of if you ever wanted to like use Zapier for example, there's way more customer name, customer email, the address you can pull in as merge tags, et cetera. There's just a lot more but more importantly it's very much more secure. And so like when you look at like the worst case scenario for software is like someone getting a hold of your payment information. And so we just really, really beefed that up on this last release. And so uh, since yesterday I haven't heard heard anyone say anything about the card not being there. I know it's very alerting when you all of a sudden can't see someone's card information or it seems gone, but it was simply being migrated over with all the new information. So I had to like take it out, get all the new records with all the new information, then stack it back inside your account. So it'll be much better going forward.

So all right, let's jump in I looked at these yesterday. There's only a couple questions yesterday so that's why I didn't do a mike minutes mastermind. But there's a couple in here about copilot so I was cool because I was able to get some more information on those. All right, first one up for Sir Matt from Salem, Oregon. I have a plan for winter services. I was hoping for you to poke holes in the problem. Last fall, some appointments had a ton of leaves in October, November winter services currently starts December 1st. I was on hook for mowing per the accepted estimate. So I was taking time to either blow them to the beds or pick them up and then mow or explain to each customer why we didn't do everything. This put me way over on budget hours and led to mental fatigue and I think customers didn't really know what to expect.

Solution starting winter services October 1st. Since mowing is an on needed basis for winter services, I can do whatever is most pressing and I can I stay track for bh. I think I can get more more existing or new customers to agree to winch service as the leads are starting to get to drop or change. Any thoughts would be appreciated. Thanks. Yes, I agree with this under the premise that you think most of these customers are going to be able to get all their leaves in that one visit. Because where I see this, the logic here falling apart is like you never even turned your mower on and yet I got charged for mowing when you're like, no, like your winter services started. So I think as long as you make it very clear, hey, winter services start October 1st, I think you'd be fine. I would then put an asterisk next to that and if your big selling point is, hey, your leaves are going to get started cleaned, ask yourself, okay, if I come every two weeks, is it going to lead to a three hour cleanup or can I actually get it done in half a budgeted hour? So assuming you think you can get most of those leaves in one visit on winter services, I would, I'd be all thumbs up for this. You'd be. You'd probably keep most of your mowing customers. They like the winter services and you convert them better. So I would really go hard on this in September pitching winter services to your customers because their grass is still growing in September. You want to pitch winter service when the grass is still growing, not like the last week, people already falling off. Like in September. I would be pitching, hey, this is what winter services are in October. We're going to start it the Leaves will get cleaned up, we'll come here for mowing and then we go all the way till next spring. And you can avoid a two day cleanup or one day, you know, big property cleanup for leaves. So I think this is a good idea. I would just put the caveat, make sure you set the expectation correctly with the customer that if you show up at one time and there's a big windstorm and it's going to take three hours to do the, the, the leaf cleanup that you're not getting it all done. So just make, I would just make that really clear and that's why I would take September to actually sell individually each customer or a video, A video to everyone going over this would be great. Kind of like we talked about last year, like show them what a leaf cleanup is going to cost them versus just continuing as is with winter services. So.

Another day, another two estimate acceptance notifications I didn't get. ATC keeps telling me it's a known issue, but I wish I was able to get was known issue that would get fixed that this directly impacts the customer experience. Any update? Yes. So I don't know who this is. That was the challenging part because I saw this one yesterday morning and immediately went to the. Because I was going to do Mastermind. There's only two or three questions so but they don't know who you are. So if you can reach out to ACC and be like, hey, this is the estimate that got accepted, this is the customer. Because right now we are tracking this in one account, Max Harwood. And he's been super responsive and thank you Max to see why is this happening in his account. So if this ever happens, please, please reach out to AC and tell them like hey, this is the customer, this is the estimate. It didn't go through. Here's the evidence. It's super helpful because like we, I raised this to everyone yesterday and like we tested this in a bazillion accounts we tried to pull. We can't replicate it. So if you tell us, hey, this is the customer, this is the estimate, here's it didn't show up, we can look into it. And then also we'll also just make sure like are your automation set up correctly, are your settings set up correctly or is there something that we can actually see on the back end with that one customer that's causing this issue. So yes.

They might say hey, you know, this is an issue because like they saw it on Max's account for example. But if you could be like hey, this is the Customer's name. This is the estimate that actually the problem happened. It's super helpful because we will dig into this. Like I know with Max, they're like one on one with him right now, making sure things are taken care of and we will do the same. We just need to know, you know, who you is and the more information you can give us, like the customer, et cetera. Be super helpful. And I saw this one too about meeting. So like this is, please reach out, whoever this is. We, we want to know which account this is, we want to know who this is. What's happening here. Because we tried yesterday, like literally I had everyone just like sending emails. We're getting the text, we're getting email. So please, when you reach out to atc, even if they, they say, hey, this, this is a, we know, we know about this. Just know if we know there's a problem, we are all like, it's not like we're brushing you off. We want to know, we want to dig into your account, we want to actually try it out, we want to see if we can replicate it in your account and or if this is a one off thing. We still want to look at it like, okay, we want to know the customer, we want to know why this didn't go through. Whether it be they're on a mobile cell phone, they have a bad cell service, it didn't fully load, something crazy like that, we can track it better. So please reach out, give us that information. Be super helpful whoever this is, if you know from yesterday who these, this, what, what, what? Like the customer and the estimate that this is happening on, please let us know. Because I, I basically like raise hell when this happens. But it's hard for me to raise hell when I'm telling them to go fight a ghost. Like I don't know which account, I don't know which customer, I don't know what estimate, I don't know if it's someone's automations or settings are not set up. So it's very hard for me to like really deploy this. But if you go to ATC and say, hey, this customer, this estimate, it did not go through. See here's evidence and here's my automation. It's set up correctly. That gives us like way more data. So thank you to Max Harwood specifically because he saw this, but really, really has been working with him on something. So super helpful and whoever this is, I know it's frustrating, trust me, I get it. But please submit that info if you have it and we'll dig. The bug count now versus last year is like 90 plus percent lower than it was. So like we are on these bugs and it's not like these are instant fixes. Sometimes, especially if it's a one off, we can't replicate. But we will, like, trust me, like we will work hard on it. So please, please just submit the information. I know it's frustrating in the moment if some you feel like something's going off though. I think this is the same person from yesterday. Why are customers allowed to remove their payment method on file? We go to a service for whatever reason the customer is unhappy. Oh cool. Yeah, that's a good question. Or doesn't want to pay it for it, then goes into the portal and removes the card. What am I supposed to do in this scenario? Just eat that cost? Since they can go into the portal anytime and remove their card, this is a small issue, but it's frustrating that they can do this. It's not about the money. It's a matter of principle. You ordered a service, the service was rendered. Now you are not going to pay for it. Now does that make any sense? Rant over. You know, I get it. I guess it's frustrating that now a lot of this is consumer protections. So you can't really hold someone's credit card information hostage. Like, hey, I have it and I will not give it back to you. That being said, right now there's, there's kind of like we have a temporary fix and we are scoping how we could actually lock this up. So let me explain. So right now if someone, if you have in the settings the setting that says credit card required, when they try to take off the card, it warns them and tells them if you do this, you will remove from service. And then it notifies you in the alert section. And if you wanted to, you can actually set up as an automation because it's a trigger. If someone takes their card information off of you can set up an automation to remind you as well. But that being said, if you have the alert, the setting, it will make an alert also inside of Copilot. But if you really were concerned about this, you could also make an automation. Anytime someone removes a card from their file and just see like, okay, is someone trying to be malicious? I will say if someone's trying to be malicious like this, like order services get through the deposit or the credit card on file thing and then take their card off of it, they're going to probably be malicious in other ways. For example, not putting. You can Put a card on file that is invalid or doesn't have sufficient funds. So they're probably going to stiff you anyways. I'll just add that caveat and you will probably, if they do that, actually stick with them longer and keep doing service because you think they have a card on file versus you seeing it, they're gone. Getting alerted and then like maybe losing out one or two or three services. So I put a caveat. Someone's trying to do this to you maliciously. They're probably going to do other things maliciously. That being said, you do get alerted, they get alerted that they're going to be removed from service if you have that setting checked. Now, that being said, I talked to product about this. We are scoping how we could do this and still be PCI compliant. Because this is a common thing. Because if you go to most of your accounts, you can remove credit card information and it warns you like, hey, you're going to remove from servers. That's what we're doing now. We're trying to see if there's a way that when someone accepts an estimate and puts their card information on file, we make it clear to them that this will be stored encrypted on the back end and is required to be a customer and not just like in order to use service, but it is required to be a customer. But we have to be careful here because the last thing we want is a customer of yours, this happening to and suing you and you getting in trouble because we simply allowed this feature to happen. So we have to make sure that it is buttoned down. But we are scoping this out. I'm not making any promises because I don't know if it'll get through compliance, but we are scoping it out. Can we lock this down to where someone cannot remove a credit card card and you can't like make it look like you removed it and then have it on the back end. Like, there's a lot of consumer protections around this and like, you all know with chargebacks and stuff, it always goes the way of the consumer. And so you don't want to get into a lawsuit over this. I don't want to put any of the members at risk of this because there will be a litigious lawyer that just doesn't want to pay $1,000 bill, does, does something crazy like this and then goes and sues someone. And so I just want to be careful about that. That will be cause a much. Um, but for now we're doing what we can in terms of like, if that setting is checked, it is going to warn them that your service will be stopped. It then alerts you if you want to create an email or text to yourself. You could also do that with as a trigger inside of an automation. Um, but I will say, like, if someone's doing this and being that malicious, they're going to be malicious about a lot of stuff. So. Marietta, Georgia I'm wondering if anyone else or command center is consistently having connection issues on the phone listening to some of our calls and there's a lot of feedback and poor connection having customers getting frustrated. Some of them are just turned off by the experience in general. Yeah, we noticed this with RingCentral the other day. We also are going to be resetting our router here at Command center end of today. They had some reports of this earlier today as well. So we are going to be resetting the router from Comcast. We pay gobs of money here. My goodness. But it seems like this morning, specifically during the rush, we had a lot of people like, hey, I can't hear you. We think it might be a connection issue. So we are resetting this this evening. So probably like three hours, the whole set system will go down. The thing is, we can't do it during the day. So if our network gets slowed down or even ring central, we can't reset because it goes down for 15, 20 minutes, which is like hundreds of contacts that we are missing while in the office. And so yes, we noticed this this morning. We are going to reset the router. Liz mentioned this to me today, so we will get that taken care of. Cool.

And that is all she wrote. Very cool. All right, thank you all. I hope you have a fantastic Wednesday and I'll see you tomorrow. Take care.