What it’s actually like working with us (start to finish)

▶ 0:00Okay, check this out. We've got a new filming set up. Today I'm going to just take you through our process from the customer's perspective from start to finish, okay? Now I feel like there's a lot of mystery around this in the agency space, like what actually happens, what do you actually need to do to not only get started, but actually get to the point where you're getting results, okay? So we're going to go through it. So first of all, it's always going to start with a discovery call, which you can book in with yourself. Clicking somewhere above this video, it should say book an appointment, and we can get that arranged. This is where we'll basically go over your goals,

▶ 0:29whether we genuinely think that we can help you, what you've potentially tried in the past that hasn't worked to your liking, what you're doing right now. A lot of people are coming to us at the moment where they're already advertising, maybe even they're getting deals, but they're not happy with the average order value that they're achieving from that advertising. And before speaking with us, they may feel that that is from Facebook, that the leads coming from Facebook don't have the budget. And then after speaking to us, they realize that that is very much not the case. That call only takes about a half hour. From that, you'll

▶ 0:59you'll get a full proposal and follow up call. We never pressure anyone to go ahead on the first call. We want to make sure you've weighed up your options. In fact, we would quite like for you to speak to other people so that you can see the real unique selling points and benefits of our service as opposed to theirs, and obviously hear their benefits as well.

▶ 1:16So you'll get that through so you can review and compare that. Then you're going to get invited to your WhatsApp group. So this is how we do all of our client communication. You can see that there's absolutely loads, and that's just one screenshot. And that was when we invited Sam, our new media buyer, who's going to be helping Joe manage the campaigns, into the chat.

▶ 1:34See, they're super active. And that's where the vast majority of our communication happens. We use Slack as our internal communication tool. But we found that asking you guys to use another software like that, that you just have to log into to speak to us is just pointless. We want to make sure that there is as little friction as possible to us having a conversation and getting an update on how you're finding the campaigns. Maybe there's an update within the business. We want you to be able to just fire a message through to us via WhatsApp, which we found is the easiest for most people to have that message heard.

▶ 2:07We've heard of a lot of agencies that are using things like Trello boards and you have to submit a customer support ticket in order to actually feedback or ask for something to be done. We find that although this approach is potentially relatively unscalable, because it does mean that we're managing 30 plus WhatsApp chats, what we found is that people really appreciate it and that it does mean that we're kind of going the extra mile, making sure that we actually do chat.

▶ 2:37And quite often with these chats like we won't actually always be speaking about the results or about the campaigns, you know, we'll be speaking about personal things that are happening. Maybe someone's got a kid on the way, all of that kind of stuff. And I like to think that it's one of the reasons we're able to build such good relationships with our clients because we're just always kind of chatting.

▶ 2:56Then you're going to have your onboarding call with Joe and the team. So that's everyone's energy there having their onboarding call, all four of them there listening to what we had to say. On that call, we're going to just kind of read, clarify your goals and all of that kind of thing. We're going to talk through the next steps, the timelines, the campaign, and also just start knocking off some of those set up tasks.

▶ 3:19We used to ask people to do like Facebook access and stuff as a task, which is going to be in this section where you get your little kind of task board with us to do some of the basic things we need you to do. But what we found is on that first onboarding call, quite often, we can just knock off a lot of that access. And it's very painless in comparison.

▶ 3:39Once you've done that, you're then going to get through your shoot brief. So Charlotte, our performance creative specialist is going to create this shoot brief for you. You can see on there, we've got the agenda for the day, which is timestamped to the minute where it's blurred. That was all the addresses and some minor details on the sites that we're attending.

▶ 4:00And then you're also going to get your pre-shoot checklist. So we've done 60, 70 shoots at this point. And there are a number of things, which again, you can see are kind of blurred out right now that we've noticed you need to do or check in advance of a shoot to make sure that you just get the best out of it possible.

▶ 4:17Right. So really basic stuff is making sure that the vans are clean, making sure that we've got access to garages that we need access to for the sites. Things like that that are easy to forget when there's just a hundred things that you're trying to consider. Right. After that, you're going to be actually completing your filming day. So this is new gen on their second filming day with us.

▶ 4:36You can see we've got a number of different people on camera here, a number of different sites. So we typically go to six sites, I'd say is probably the average for your first shoot. We normally go to an office, then to an in progress site. So we get lots of lovely bureau stuff actually happening. And then we go to as many as humanly possible completed installation sites.

▶ 4:58So sites that you've actually got monitoring on and can see how the system is performing. Most we've ever done is nine, which is why it's super important that we get that agenda absolutely locked in and nailed so that we can make sure you get the most out of the day, even factoring in travel time and stuff like that. Then at the end, I will definitely get you to do one of these goofy poses for solar on steroids.

▶ 5:20At that point, it's about waiting for your first ad to be ready for review. So typically we'll do one ad first and we'll send that to you and then you can review the style, like background music choices, the caption style, the font, the branding, the logo animation, all of that kind of thing. Just like the look and feel before we edit all of the other ads, because we want to make sure you're super happy and we want you to throw so many critiques and amendments to us on the style.

▶ 5:47Because once we've nailed it, we're going to roll it out on all the other ads, so it makes no sense for us creating 10 ads and then you go and out, I don't like the way that that looks because then we've got to roll it out across all 10 ads. So you get your first ad through. Once you're all happy with that, oh, and a note on that, we use a platform that allows you to really easily leave feedback, so you just literally click one link and you'll be able to just add a comment like that onto the video there, which is super useful.

▶ 6:14Then it's going to be a case of launching your campaigns. I lost myself there. This is just a screenshot of literally within a couple of days of the campaign launching, basically Steve-O saying he's got an immense amount of sales experience and basically saying that we match that velocity, that speed, right? And the quality has been amazing. I think they've already booked like 10 surveys and they launched last week. Pretty cool.

▶ 6:38So once you've launched the campaigns, it's all about actually obviously working the leads and starting to sell them. But we also check in twice per week. So we check in once on a Monday and once on a Friday. Now, don't think that means that you can't reach us. If it's not Monday or Friday, you can message or chat whenever we typically get back to people within like an hour.

▶ 6:56If that, especially now we've got Charlotte on board as well, who is taking up some of the roles of kind of customer success manager, which is fantastic. But also weekends, we still respond all the time, but we have the structured check-ins every Monday and every Friday. So the Monday one is the more detailed one, which goes through a lot of the performance for the month and the week so far.

▶ 7:17So you can see really quite a lot of detail here. This isn't just like, how's it going, guys? This is talking about how the cost per lead is tracking over time. We've got comparison versus the previous period. For example, this client, £17 cost per lead for that week, which is pretty insane, with 14 of the leads actually coming in in one day.

▶ 7:38And this is from an account that's spending 2.3k per month, 14 leads in one day is pretty impressive. So yeah, it's about basically just having that constant touch point and ensuring that you guys know we're on top of things and know what we're doing to either improve or sustain the results. Then it's about your monthly, much more detailed performance reviews.

▶ 7:58So this is led by Joe. This is where he has the chance to really nerd out and go really in-depth on how the ad accounts are actually looking, how they're performing. This client, you can see last 30 days, £28 cost per lead, but that had actually gone up 16% since the previous month. The main thing for that was because we decreased the ad spend and reduced the area that they were advertising simply because we'd already booked up their two surveyors for a full month.

▶ 8:23So it was kind of pointless to, you know, they were kind of cherry picking the surveys to go to. So we reduced the area. That's going to have a slightly negative impact on cost per lead, but when you're already getting leads for £28 or of that quality, it doesn't really matter. So, yeah, lots of different things that you can discuss.

▶ 8:39And that's where those more strategic conversations actually happen. The WhatsApp is more of a check in. This is where we actually make decisions that are pretty critical to your campaign and the actions we're taking within it. Then it's about preparing for your next filming day. So we like to shoot as regularly as possible.

▶ 8:59And this just ensures that you avoid creative fatigue, which is basically where your ads perform really well, but kind of tail off over time. There's lots of people who have seen them. So this is Chris and myself on our second shooting day for Kimble Solar. Really fun day. And Chris is just amazing on camera, which so it always makes it super easy.

▶ 9:18But yeah, so the main advantage is you can double down on what really worked the first time or the second time. And you can test new angles and show off new systems. Ideally, the ones that we've actually generated from the ads themselves. So it's constantly that kind of recycled approach and you're always getting that fresh content.

▶ 9:38So fingers crossed that little breakdown has given you a little bit of a clearer insight into what would actually happen should you go ahead with us and how we manage everything from start to finish. Because I get on a lot of discovery calls and there's a lot of people that are actually quite apprehensive, especially if they haven't used an advertising agency before.

▶ 9:56They think, oh, am I even going to be able to do the stuff that they expect of me? But really, like, I mean, the set up toss here, our stuff can be done in like an hour, hour and a half. Like, it's actually not that much of your time either. That's the other concern. It's difficult in time with us. Essentially, your time is going to be firstly on just getting your discovery call, reviewing the proposal.

▶ 10:19Then it's going to be having a one hour onboarding call or 45 minutes doing your task, which can be done in an hour, hour and a half, if that reviewing your shoot breach, which we do all that for you. The one thing is you will have to arrange all of the sites. So that does take a little bit of time and logistics, actually spending the full day filming, doing your goofy pose and then obviously actually managing the leads and doing your performance review and stuff.

▶ 10:44But when you look at it all like that broken down, it's actually not that much. So even if you're a super busy business owner that is really scaling hard and fast and you're actively hiring and doing all this stuff, this is something that we can run pretty much for you in silo and you won't necessarily need to be, you know, micromanaging us or doing lots of tasks yourself in order to get this to work.

▶ 11:10It's actually relatively hands off. So, yeah, if that was of interest and you want to get started, you're basically your first port of call is going to be that discovery call. So have a look at my availability. You should be able to see a link at the top of this post, book up an appointment and we'll get that conversation and chat about your goals to see if we could help you.

▶ 11:29But hopefully that video was useful and let me know if you like this cool little setup. I'm not sure it's as clear as just doing it with the screen broadcast, but it's pretty cool. So I might just keep doing it anyway. But yeah, yeah, let me know. Cool. Cheers.