Rock and Rapid + Infusionsoft

My name's Keith Crockford. I'm here at Rockin' Rapid Adventures in North Devon, and we're an adventure specialist company. I started climbing just with a friend because it was something we fancied doing, and then I started kayaking, and just, I was always into the outdoors. I just decided I decided that actually I couldn't be sat in an office all the time. It was to have the freedom to pick and choose the jobs that I wanted to do and to go to the places that I wanted to go to. When I first started running my business, we had an office in a cottage, and there was 3 of us that went into this office every day. And then there was times when there was never any structure to it. It was hard because it was very seasonal. We were always looking for the next client to take away, and it was difficult in the starting process. And it was at that point where nothing was happening for a month, so we were working a very sort of, we've got no customers, let's do a load of marketing, right, we've got a load of customers, we now deliver that product, right, we've got no customers again now because we've just been delivering that product, and it was just constantly doing this cycle all the time. And because when we were away, when you're working in the outdoors, you haven't got your laptop with you, you can't reply to emails, you can't do things like that. Then 2 years ago, I came across Infusionsoft, and that was kind of like the lightbulb moment for me when it was, hang on, I don't need to be sat in an office replying to emails. This can be automated for me. And that's really when I completely changed my outlook on how marketing within my business is done. Infusionsoft is a one-stop shop to automate your business and make sure your customers know, like, and trust you right from the start. We look at our Infusionsoft like a river. So everybody comes into our river, and then off that river is then tributaries, and that people take a different journey with us. So whether you're a climber, you then go down the climbing tributary. Whether you're an expedition teacher, you then go down that tributary. So everyone starts off and knows what Rockin' Rapid is and what we do, and then we then just take them down a different river from there. So they come in, they hear all about us, they know us, they like us, they trust us. Before we had Infusionsoft, We never had the ability to know how many teachers were currently in contact with us, what we were doing. It was very much a hand-to-mouth marketing approach, whereas now we know exactly how many people we've got in our funnels, what they're doing, where they're clicking, which, which point they're at, and we can kind of then plan for the future by knowing what's coming in. And then, you know, if people start to drop off, it's very simple with Infusionsoft then to re-engage those people, and then we know are they interested in us or are they going in another direction. Since I've implemented Infusionsoft, it's made me look at my business in a completely different way in how we market and how we stay in touch with our customers. I've always come from an outdoor background, not from a business background. You know, I taught people to climb or to kayak. You know, I never ran a business. There's a lot of lonely entrepreneurs in the world. I think that's what I've come to realize, that actually being an entrepreneur sometimes is a lonely world and actually you need to surround yourself with other entrepreneur people. I'm in an Infusionsoft user group, for example, so if I'm having trouble with Infusionsoft, I've got a team of people who are also entrepreneurs that I can go to and say, "Look, this campaign's not working," or, "I can't work out a way of doing that." You can make it do so many different things, but it's just having the imagination or the know-how to tie that in to actually get it to run your business for you. Even the fact that today I saw a— we were looking through the marketplace today, and there was a campaign in there about getting the get the tea order done, you know, for the coffee breaks. I'm like, wow, let's automate that. You know, it's brilliant. You don't realize what Infusionsoft can do for your business. You know, it's not just an email marketing software. It's not just a CRM. You know, it's a full automation system. You don't need to be a technical genius to use Infusionsoft, but you still need to understand it yourself. So I've been trained to use Infusionsoft, and now I'm working with a partner who's actually looking at my business and how my business can use Infusionsoft.

We've worked with Keith and his team here at Rockin' Rapid for about a year now, and we've implemented our Jumpstart program into his business, which is about building Infusionsoft with some core campaigns, an onboarding campaign so that his prospective customers can make an easy inquiry and drop straight into his world making sure that Keith's in their room when they're ready to buy. The key message I love is that Infusionsoft doesn't leave the follow-up to chance. So as humans, we get busy with other stuff, we get distracted, other things take our priority. The phone goes, you have to rescue a child from school, whatever it might be. And you know that with Infusionsoft in your business, it is 100% reliable. It will deliver that email or that task on time. Really seeing what his customers are experiencing is, is really enthusing for me, and it's really rewarding to get a real insight into what Keith's trying to do here, and the passion that he's got is very real for his business, and to see that in the rest of his team is awesome, it's great.

Because our participants are getting their emails they feel that we're contacting them all the time. It's not relying on us going, "Oh, we must send that person an email," or, "Oh, we must do that." It is, you know, it's all automated.

Yeah, it's much simpler. It's kind of all done for you. It means it's just less work for the people that have to kind of sit and go through all the boring kind of figures and stuff. Yeah. You can see who's clicked what, who's been on what, so you can kind of track trace what they're doing. And yeah, it's just really easy to kind of build the emails.

The thing that I like about Infusionsoft is because it's automated, you know, if someone inquires at 3 o'clock in the morning UK time, they're still going to get an email from me 5 minutes later. So if someone, you know, from America wants a brochure on an Everest Base Camp trip, they're going to get the brochure as soon as they put their email address in the box. Writing the copy For our campaigns, we do think about making it really personal so it doesn't come across as an automated message. So when we are writing things, we are trying to write it from a personal perspective. And it is all about, you know, Infusionsoft allows you to build that relationship with the customer. Our business is all about relationships because it's a big commitment to buy one of our products. It's a trust thing. We need to build that relationship. If an entrepreneur wants to build relationships with their future clients, and their clients, then Infusionsoft is definitely the way to go. It's so powerful, and I think I've probably only touched 25% of it, of what I've done so far. So actually, just go and investigate it, because you'll be surprised at what it can do for your business and allow you to focus on actually what you're good at. So I've taken the staff out. We've had 2 hours out surfing in North Cornwall. 7, and whilst we've been out, someone's bound to have gone onto our website and requested some information, and they've been looked after now, so they'll have had their brochure and I can keep going surfing. So that's why I've got the fuses on.