Stop Serving Customers to Save Money

cup-of-black-coffee1

If you’re a small to medium-sized business, and you’re trying to grow your business but you’re drowning in a mountain of client emails, and your inbox is overflowing with too many sales and support questions, then you need help.

But help isn’t just answering emails. Perhaps you also need help in…

  • Selling your products and services when pre-sales questions come in.
  • Promoting additional or alternative offers, including affiliate ones.
  • Building a knowledgebase for your clients to answer common questions.
  • Gathering positive feedback to help build testimonials of happy clients.
  • Responding to and deflating negative feedback that only gets you down.
  • Upselling and cross-selling in the backend, increasing your sales volume.
  • Escalating only those issues that strictly require your personal attention.
  • Or reducing refunds by digging a little deeper and offering alternatives.

In short, getting help isn’t just to answer support emails. Customer sales and support assistance, like what we offer at Workaholics4Hire, frees up your time to allow you to work on your business rather than in your business, as we act as sales representatives for you while being advocates for your customers.

Once you hire a team of dedicated, knowledgeable, North American customer care assistants handle the heavy lifting in the backend with your clients, you can then have more time to market and grow your business — and even improve the frontend with feedback and recommendations.

It doesn’t matter if you sell gaming software, used cars, flooring tiles, downloadable music, web design services, or anything in between, Workaholics4Hire’s Customer Sales and Support Agents are well-versed with multiple online marketing tools.

We take the time to learn your specific products or services, build quality templates and articles, and save you a ton of money in different ways. First, let’s look at billing.

Affordable and Simple Customer Service Billing.

The most common question inquired by a new customer support clients is, “How much can I expect customer support to cost?” Our billing structure is simple and extremely cost effective.

We charge our clients a scaled flat monthly fee, which is determined by how much time we need to spend working on your desk.

No two customers are alike, and no two customer support systems are alike either. We value our clients very highly, so we do not bill you according to email volume alone. This would be highly costly for you, and that isn’t what we want for our customers.

Clients who have a high volume of emails may not necessarily need a lot of support. As a matter of fact, high volume is often a result of high spam hits rather than valid incoming customer queries.

Warning! If a company charges you a low “per ticket” price (and I use quotes here on purpose), they are likely charging you for spam tickets as well as genuine tickets that require a Legitimate Human Response, or LHR for short.

But even when they strictly charge you per LHR, the actual cost may be shocking…

The Hidden Cost of Price Fractioning

“Price Fractioning” or “Price Reframing” is what many service providers will use to disguise the actual price of what they are selling. The tactic is to break it down into its lowest/least common denominator in order to make the price appear smaller, when in reality it is quite costly.

How do you know if this guise even works?

Let’s try this.

Have you ever heard, “It’s only going to cost you less than the price of a cup of coffee?” Colloquially known as the “Cup-of-Coffee Tactic”, Price Fractioning is commonly used by customer support service providers. And although it is not unethical, it is certainly deceiving.

They do this because they know that most business owners will not have the time to sit down and do the math, and frankly, it is very easy to look at a low “only-$2-per-ticket” price tag and think you’re getting a great deal.

So we did some comparing. To help make things perfectly clear and transparent, we used our actual rates with real clients to see what they would have paid if they had hired someone else to handle their customer support.

The results were shocking!

We knew we saved our customers money, but even we didn’t realize just how much:

price-reframing

Turns out, our prices are 50% cheaper than the guys who charge $1 a ticket, and 75% cheaper than the guys who charge $2!

With small desks for example (which happen to be the bulk of our clients), the average monthly cost of $2-per-ticket providers came to $1,992 a month. Even those providers from overseas who charge $1 came to $996 a month. But our actual monthly charge is $500.

How Are We So Affordable?

We keep your costs low because it is in our best interest to do so. After all, we’re here to make your customers’ experience amazing, and we’re on a mission to improve your sales by making sure your customers are thrilled.

By doing this and doing this well, we not only keep your customers happy, we also keep you happy, and we keep our staff employed and happy. And as your business grows, so does our own. We grow along with you.

We only bill according to how much time it takes to perform work for your customer support account each day. Not per ticket or email, but based on the overall volume of work your desk requires.

Since you choose the range of services you want us to provide, you stay in control of your costs. You can always start with fewer services and upgrade when you are ready.

If you don’t know how much time your desk would require, simply make sure to choose according to your budget when you fill out your free assessment, and we can always scale back if you need us to.

Customer Support Rate Cards

We provide general customer support to begin. These include password fixes, billing issues, general inquiries, access or login problems, presale questions, etc. Most of our clients only ever need general support for almost everything that arises in a help desk.

Problems with webhosting, scripts, and software require specialized technical expertise for a correct response to such difficult issues. So if a question comes in that’s highly technical in nature, we escalate to you, your team, or your programmer. But handle the rest.

We provide accurate and detailed information about your account. No hidden fees and no surprises! Each month, your account manager sends you the in-depth billing report. This way, you can be certain of exactly how much you are paying for customer support each month.

We believe in total accountability, and this commitment to you is reflected in our help desk service invoicing and billing system.

After setting you up with your client service account, we watch your account carefully to determine the average amount of time our team needs to spend each day, and set up a monthly subscription for the baseline average.

This subscription can be upgraded or downgraded at any time as your needs change. You will only ever need to communicate with one person — your very own Customer Support Team Manager.

This one person will handle all the details, and is ultimately responsible for the quality of your customer support and for reporting each month.

Freeing Up Your Time, Energy, and Sanity!

Ultimately, without a customer service team dedicated to handling clients for you, often the duty falls on you, thus taking your time away from growing your business — time better spent on creating, marketing, and selling products and services.

Either that or the duty falls to other full time employees who already have enough on their work plate who might end up resenting their jobs, such as salespeople who get pulled into fielding issues when they should be making sales calls. That translates into lost revenue.

By outsourcing your customer service to a trained, dedicated customer service staff, you can keep everyone happy while ultimately maximizing customer value and opening up new possibilities of revenue for you.

So take some time to fill out an assessment today and see if we can offer some relief and improve your bottom line.

“Do What You Love” Explained

Do what you love and the business will follow

So a lot of people ask me to explain my quote, “Do what you love and the business will follow.” To clarify, it has three different and distinct meanings.

First, if you do what you love, the business (the idea for a business model, i.e., how you can monetize what you love) will come to you. Because your passion for what you do is so powerful, you’ll find a way to make a living at it.

I say this because not everything you love to do can be monetized in its original form. Sometimes, you need to manufacture your business model around it.

For example, you’re in heaven when you’re in your orchard. But being in an orchard doesn’t make money. Selling apples isn’t a profitable endeavour, too, if your orchard is small and you’re by yourself. But you can make and sell apple pies, apple sauces, apple juices, etc.

Continue Reading…

How to Target Your Perfect Customer

How to target your perfect customer

The most important part of your copy is not your headline, not your offer, and certainly not your benefits. The most important part is your customer.

Sounds obvious, right? But in the last few weeks, I’ve been critiquing some pretty good copy. Very well-written and compelling, too. But if the conversion rate is low (hence, the reason why I was hired to do a critique consultation), it’s because these sales letters do not target the right audience for the offer, or the copy fails to connect with their readers.

Researching your customer in depth is vital to the success of your copy. It’s not only an important component of targeting and qualifying the best prospect for your offer, but also an effective way to discover new ideas, different angles, captivating storylines, unsought benefits, and appropriate length and language of your copy that will convert more.

The question is, how do you target and connect with your readers?

Continue Reading…

Dead Copywriters Don’t Tell Stories

copywriting is about telling compelling stories

For over 15 years now, I’ve been teaching the concept of “storyselling,” a term I coined about using the power of stories in the sales process.

It’s nothing new. It’s a technique I learned way back in my early career, especially from one of the most brilliant minds in copywriting and a master at the art of storytelling: Gary Halbert.

Gary passed a few years ago, and I sure do miss the old fart. We used to talk on the phone, sometimes for hours, discussing the industry, people in it, new techniques, and upcoming seminars.

When Gary wanted to make a point, he didn’t state it. He would tell me a story. It often had nothing to do with the point (not at first, anyway), but it drove his point home beautifully, brilliantly, and poignantly. Even now, years after his passing, I still remember the stories he told me quite vividly.

That’s because Sir Gary of Halbert was a true master at telling stories that sell.

Continue Reading…

Take Your Reader For a Drive

Take your readers for as drive

When I critique, edit, or rewrite sales copy, I discover that many clients commit some common errors.

Granted, not all of them are writers. But most of them fail to drive customer actions not because they lack writing skills but because they fail to look at their copy from their readers’ perspective.

Although unintentional, they’re so involved with their business or product that they tend to forget their prospects. They tend to explain things in ways that only they understand. They tend to forget the number one element in copywriting. And no, it’s not the copy. It’s not the offer, either. It’s…

Continue Reading…

The Power of Positive Pressure

Use Positive Pressure to Prevent Procrastination

After my wife passed, I decided to relocate into a smaller home and my current home is up for sale. Moving always reminds me of something that happened when I was shopping for a new home in the past.

Part of the process was furniture shopping. Since we were slated to move several months down the road, I was looking for an extended layaway plan that would help me temporarily store the furniture until I move into the new house.

But something strange happened, which reminded me of the power of applying pressure in copywriting.

After shopping around a few stores, I came across a big chain department store that carried what I was looking for — a bed, a couch, a dinner table, and chairs, all at reasonable prices. (In fact, they were all on special, which was nice.)

I walked in, spoke to a salesperson and asked if they had an extended layaway plan. After I asked him, he used what seemed to be the “good cop, bad cop” routine on me, which is a common sales tactic I’m all too familiar with.

“Let me check with my manager,” he said. He left, spoke with someone in the neighboring electronics department who obviously didn’t look like a “manager.” (In fact, the person seemed like a normal sales rep from the electronics department.)

Five minutes later, he returned, and said:

Continue Reading…

How I Write Copy in Seven Steps

My 7-step copywriting process

A lot of people ask me how I write copy. I don’t mean the actual writing process (such as how I come up with headlines, bullets, offers, etc), but how I tackle the actual task of composing a new sales piece from scratch.

Everyone is different. My writing process is one developed over many years, and many people may adopt or dislike the same techniques. But in the hope that knowing my process may be helpful to some writers, I’d like to share it with you.

Of course, if I were to describe all of the steps, there would be way too much information to squeeze into one article. But for now, I can offer you a basic look at my methodology by giving you a short list of the seven steps I take.

Here they are. Continue Reading…

Mixed Tears

Priya Randell – Tyler Fortin Wedding Video

“I don’t want to tell people because I want tears of joy, not sadness.”

Sylvie said this when she was asked if she wanted to tell people at the wedding about her breast cancer diagnosis just a week before we got married.

Fast-forward 8.5 years later, here we are at another wedding.

My son, Tyler Fortin, and Priya Randell got married in the hospital room before Sylvie passed. The ceremony ended at 11:15, and Sylvie took her last breath at 12:15PM — literally one hour later. It’s as if she held on for this excruciatingly beautiful moment. She even opened her eyes when they exchanged rings.

Obviously, tears of sadness were mixed with tears of joy this time, and we had no choice. (Sorry, Sylvie. There’s no working around this one.)

My son recorded the ceremony and shared it on Facebook. What my son said was so beautiful, I’ll simply quote him below as he explains this highly emotional day.

Priya Randell – Tyler Fortin Wedding Video

This is without a doubt the most emotional piece of film I have ever seen. By now most of you know that my mother, Sylvie Fortin, recently died of cancer at the young age of 45. When she was in her last stages of decline, Priya Randell Fortin and I decided to get married in the hospital, so that my Mom could see it for herself before she passed. I also decided to get this viscerally candid moment on my GoPro camera. What I’m about to show you was filmed on, by far the most emotionally crippling, and transcendentally beautiful day of my life. I have chosen to show this to you, completely uncut. Keep in mind this is also the first time anybody has seen this footage, other than myself. Please join me by honoring the memory of my Mom Sylvie, as she touched myself and so many others, and will be truly, truly missed. I love you Ma, always and forever.

Posted by Tyler Vincent Fortin on Sunday, April 12, 2015

Time to Flip The Light Switch

Time to Flip The Lightswitch

After my wife passed, my grief was compounded by not only the loss of my business partner but also the loss of some major client accounts — and a huge chunk of my income along with it.

An understandable reason for this is that some of these clients prefer to deal with my late wife or fear that I may not live up to her level. After all, it was her baby that she built from the ground up in the last 20 years, and with which she built some very close client relationships.

I get it. I totally understand it. Business is business. Sure, losing clients literally a week after losing your business partner, and being alone trying to learn and take over everything, is not easy.

But while I may appear to be in my darkest moments, I’m actually relieved, strong, and determined. Why? Because I remember something Sylvie would often say when it came to dealing with her cancer and her refusal to “fight” the disease:

“Don’t fight the darkness, just turn on the light.”

I keep that quote firmly in mind when confronting obstacles, and remind myself this is also a perfect opportunity. After the initial shock, I started to realize that it allows for a few things:

  1. Starting fresh and getting new, longer-term clients.
  2. Working with clients who will appreciate my work ethic.
  3. Having more time to market my services to find such clients.
  4. Being forced to move into a smaller, more economical home.*
  5. Allowing me to travel more to speak at seminars.
  6. Making me more proficient at managing staff and a whole new business model.
  7. Redirecting my focus on marketing rather than running my businesses.

*By the way, my house is now up for sale in Orleans, Ontario. If you’re interested in a beautiful, hardwood-laden, three year-old, three-bedroom single home, contact Frank Tessier at the Tessier Property Group.

It was a friend of mine who recently noted: “Michel, you lost your mom two years ago, your dad two months ago, and your wife last month. You have literally become an orphan and a widower in one month!”

(Now, let’s not forget that I also became a grandfather and a father-in-law in that time, too! I guess I became a lot of things in such a short period of time.)

Anyway, I never thought of myself like that until then. It made me realize the implications, which was the fact that my life has dramatically changed — and will continue to change — in such a short period of time. But I refuse to accept darkness. I find a way to turn on the light.

Thinking like this is not some “secret” or Pollyanna attitude. Attitude is indeed important, but you’re not trying to wish or visualize the positive in your life. You still have to work at finding the lightswitch and flipping it, so to speak.

In that sense, and besides relocating, I have new goals going forward:

  • Blogging a lot more and writing new articles,
  • Redesigning all of my websites and updating them,
  • Competing in more powerlifting meets,
  • Recompositioning my body (tightening up a few areas like my stomach),
  • Repurposing some of my older or not-as-relevant businesses,
  • Spending some quality time with my grandson,
  • Getting back into playing drums in a band, and
  • Conducting a fundraiser during Breast Cancer Awareness Month called “Barbells For Boobs” in honor of the Sylvie Fortin Memorial Fund.
Deadlifting and powerlifing

Deadlifting and powerlifing at Hostyle Conditioning in Orleans.

Before I go on, let me assure you that I’m still grieving. I have my moments. But moving on, finding ways to be more productive, and redesigning my life are all things that Sylvie would have wanted.

She is still my beacon. My reminder that, no matter how dark life gets…

… There is a lightswitch somewhere.