Ryan Shank of PhoneWagon fixed a customer's disaster: 100,000 printed coupon books with the wrong phone number. He spent half an hour getting the carrier to port the number so the client could still track calls. He calls this kind of unscalable effort his strategy for building customers for life.
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What up guys? What up guys? What up guys? What up guys? What up Wagoners? It's Ryan from PhoneWagon. Here we are, day 37. Let's go! So today, just spent about 30 minutes on the phone with, uh, I don't even know, some communications company. So let me tell you what happened. So one of our customers just hit me up and said, hey Ryan, I just printed 100,000 direct mail coupon books for her customers. So she owns a coupon book, she has clients, she's using PhoneWagon. She printed 100,000 new coupon books. Put the wrong phone number on one of the ads. Yikes. So she hit me up and said, hey Ryan, is there anything you can do? And I was like, uh, no, but there is something we can do. This is why we go above and beyond, guys, for our customers. This is how you win customers for life. This is how you build relationships. This is what you gotta do to win. So what we did is we researched who owns this phone number that she accidentally printed, hit them up, hit their parent company up, called them, waited on hold for about 30 minutes, figured out that they do have the number, the number is available, and what we're doing now is we're activating an account with them so that then we can port that number over to us. Then we're going to have that number. So even though she printed the number wrong, she's still going to be able to use it. She's still going to be able to get value out of it. She's still going to be able to show her clients that she's generating phone calls for them. This is how we're going to win, because there's not a single other company that I can tell you that would have spent that much time on the phone for a customer that, by the way, is paying $25 a month. So it's not necessarily economically sound in terms of time. But here's the thing. I'm playing the long game. This is a 10, 20-year game. I don't even care. Doesn't matter. We'll lose money the first couple of years on these clients. Guess what we're doing? We're building customers for life so that these customers will say, hey, when I needed something, I called Ryan on his cell phone. She called me on my cell phone this morning, talked to her. I said, look, let me figure it out. Let me, let me dive in. So I texted her back. These are the things that, you know, when I talk about doing unscalable things and building like real customer relationships, she's able to call me. She's able to get me on the phone. I'm able to dive into it for her and we're going to figure things out. And that's when I talk about being a partner and not a vendor. I'm doing— I'm looking into it for— she's able to rely, lean on me. Hey, Brian, I don't know what the heck to do. I printed this wrong phone number. How do I make a phone number that I just randomly entered incorrectly be customizable And now I'm able to track this for my client that no one even knows where this phone number lives. And then boom, we're going to make it happen. That's what we're doing. That's how we're going to win. I'm going to update you when this actually goes through because it's going to be pretty cool. We should be able to at least start the port process. So porting is basically when you take a phone number from one carrier or service to another. So if you've ever switched from Verizon to AT&T, how you can take your number with you, it's pretty much just that. So anyway, I think that'll be a pretty big win. Other than that, it's not all we're doing today. That's just what we did this morning. We are working with our devs and actually my designer. We're putting out new features, so we're kind of scoping them out, speccing out the scope, whatever you call it, for the new features. My developer is doing some really cool things with AdWords integrations. Hopefully that's gonna come out this week. The new design, we're gonna have outbound calling, we're gonna have a bunch of integrations, we're gonna have messaging, we're gonna do workflows, automation, all this really cool stuff. Plus we're gonna keep the product super elegant. Plus there's a lot of like design things that we need to clean up inside of the product, so we're gonna do that as well. Also, boom, launching this really sweet marketing funnel. Plus I'm meeting with a potential hire tomorrow, and then we're also hiring 2 more salespeople. We're gonna have that come. Plus we got the video production. Producer coming out July 1st. So we're starting to do some cool stuff. We're getting drones, we're going to get all this equipment, we're getting selfie videos because we're going to do the vlog every single day. We're going to talk about that. And then we got some more demos. We got follow-up demos today from that we did last week. So that's product design, devs, marketing, content. Oh, and then we're going to do some, uh, some, some blog posts as well, guest blog posts. Plus we're doing some cold outreach. I'm going to keep you up to date on more of the tactic stuff. This is just high level of what's going on. So have a great day. See you guys tomorrow.
