How To Automate With Integrity

Let me describe to you an experience I have had a couple of times this week. Only made possible since we have transferred our business to new systems.

I wake in the morning to see we have had a sale of our $2000 coaching program, making the most of our 12 part payment plan. Now there are a few things that need to happen to make sure our customer is looked after. But now it is all automated. And the best thing? Now it is automated at all levels, our customer service is higher than before.

So here’s the scenario from the beginning.

1. A new customer joins Wonderful Web Women
2. When they log out of Wonderful Web Women, they go to a page wishing them farewell and giving them the details of a very generous gift (so referral to the other program is automated)
3. The customer visits the site of our specialised coaching program and signs up for free membership. They are automatically given access to resources that , if they take action, they can use to create and launch a project that will build their business and reputation fast (delivery is all automated).
4. The customer is automatically subscribed to a follow up sequence of emails that give them more actionable tips and gives them a link to a page that gives them details on our coaching program (lead follow up and communication is automated)
5. The customer is given enough knowledge to make an informed decision themselves, if they want to invest in our coaching program (conversion is automated and the customer is never given a hard sell. They are treated with respect)
6. The customer purchases and the money is automatically deposited in our bank account. (accounting is automated)
7. As soon as the sale is confirmed, 3 emails are automatically sent to 3 different people:
   1. The customer receives an email telling them how to make the most of the program (customer support is automated)
   2. An email is sent to our fulfilment house with the customer’s details and a list of what resources (videos, books, MP3 players) to dispatch. They are also asked to confirm when they have dispatched (fulfilment is automated)
   3. An email goes to our help desk asking them to follow up the fulfilment house if they haven’t replied in 2 days (Quality assurance is automated)
8. Then a follow-up sequence of emails are sent to the customer helping them to make the most of the program, answer FAQ and offer support at the times we know from experience, they will need help. (More customer support is automated)

The nice part? The fulfilment house had dispatched the goods within 2 HOURS of each of the sales. This is the fastest we have ever been able to service our customers. So we all win.

And the best thing? The customer is cared for at every stage in the path. They are never pressured into a sale and they can make an informed decision by receiving solutions to problems they already have. They can identify themselves if they want to work closer with me. To me that is Automating With Integrity.

I love it! All of this is achieved by using Auto Web Business CORRECTLY. This is one of the things I will be teaching you when you attend our 3 day workshop at the end of May.

The secret is knowing what steps your customer would take at every stage of the process. You need to think about how your customer will want to be treated and what steps are essential to make the whole process work seamlessly. You need to map it out. So my challenge to you: Do you know what steps your customer needs communication from you?