Ryan Shank shows how he handles customer requests his product can't automate yet, like account upgrades that come in weekly and require manual email support. He walks through a tricky port involving a misprinted phone number and no existing carrier account, then heads out on a friend's boat.
Chapters
What up guys? What up guys? What up guys? What up guys? It's Ryan, Ryan, Ryan. What up Wagoners? It's Ryan. Today is Saturday. Couple things that we have going on today. First off, I'm about to go out on my friend's boat. You know, you gotta follow the buoy. Still gotta put in, it's already, you know, 1, 2 o'clock though, so we've already been, I've been talking with customers today. I'm gonna show you a text message from a customer that I got. Boom, right here. This customer wants to upgrade their account, something that I think a lot of people do that we're sort of doing right now. We're about to figure out they can't really add additional numbers or I believe upgrade their account inside of the product yet. Obviously not ideal. We're working on it, should be out this week. So literally when people want to upgrade, they have to either email me or chat me. It goes down in the field, but it's kind of cool because I am getting these requests every week, not every single day, but every single week someone's up. Uh, one of our customers is asking me to upgrade, so that's kind of cool. The other thing that I think is really, really cool, you guys tell me if you think it's cool in the comments below. If you're doing this in your business, but it's like, I feel like we have a relationship with our customers. They literally will text me on a Saturday and be like, hey Ryan, I need to add additional things to my account. I need to upgrade. And I am responsive. And I told him that I was driving, right? I said, look, I'm driving right now. Give me 20 minutes and, uh, and I'll do it for you. And he's like, okay, cool. Thanks. No worries. It's like, he knows that I'm a real person. Talked about this before. I wrote a blog article on it, but you want to be a partner, not a vendor. That's what I am to these guys. I'm a partner. I said, do you want a toll-free number? Do you want a local number? That's more product specific. That doesn't matter in these things. I'm just trying to give you high-level overview and then try to relate back what we're doing in our business to apply that. So that's happening. The other thing I do want to give you a quick update. I told you about the lady, one of our customers who printed the wrong phone number. We went out, we found that phone number, we found who owns that number. We're trying to get it ported in. Haven't figured it out 100%. So we have the number, we have the carrier that currently owns it. Now we're trying, since we don't have an account with them, we're trying to be able to port that number into our system without owning, without having an account with them. It's a little, you know, not ideal, but that's what we're trying to figure out right now. Yeah, sorry, sorry, I was just recording a video for the vlog anyway. So I'll update you once we figure out exactly what's happening with the numbers for this lady and we see if we're able to port them over. I think it's happening, but we are running into a little bit of roadblocks, but I'm keeping her updated. I'm having her copied on all of the email communications from them, so that'll be interesting. All right, we are about to go out on the boat today. We got my friend Matt killing it. So, uh, about to take it out, about to pick up our friend at a place called Secrets here in Maryland, and then we're gonna hit the water and He's like doing this. I made it! Holy shit! Run that back, man! Woo! Great day, Saturday, boom!
