Being the Best SC
Now you understand all the ways citizens can earn on empowr and even your responsibilities as a Success Coach, but where is the best place to start with new clients and help them earn right away?
This module will give you tips we’ve gathered from some of the very best Success Coaches. First, it’s important to highlight empowr’s key to success: providing Radically Awesome Customer Service (RACE). RACE means:
Throughout your communication with clients you should continually strive to meet the high standard of RACE. What does providing RACE to clients look like? Excellent Success Coaches know how to engage clients and communicate clearly how to earn. In their responses to clients they:
Following up with clients: In reviewing your communication with clients, always ask yourself: 1. Is my response personalized? 2. Do I understand their question? 3. Is my answer direct and at the beginning of the message? 4. Did I include any relevant videos? How do you insert a video? empowr created a tool for Success Coaches to easily insert videos from the Learning Center into your messages. Simply click “Insert Video” at the bottom of your message and select the appropriate video. Client Happiness Feedback Surveys Every month citizens have the opportunity to rate how they feel about empowr on a scale of 0 to 10. A rating of 6 or less indicates your client is unhappy, while a rating of 7 or 8 suggests they are neutral, and 9 and 10 indicate they are very happy. They can also provide comments on what they feel is perfect now or what isn’t perfect just yet. When your client fills out their survey, you’ll see their response and should follow up. To respond to your clients, simply click reply to the message you’ve received. Then comment on the client’s rating and address any comments they have provided. When your client says they love the site, reply that you are glad they are enjoying the site. If they’ve left a specific comment, mention it in your reply (“I’m glad you enjoy connecting with other people on the site. That’s something I love about empowr too”). If you client is not happy with the site, first address their feelings of frustration (“I’m sorry to hear that you are not currently happy with the site”). If they’ve left comments on what it is they are frustrated with, try to help them with that issue (“I see you are frustrated with the cashing out process. Are there any questions I can answer for you on cashing out….). If they left no comment, ask them for further information to best help them (“Can you tell me more about what you don’t like about the site? I’m here to help”). Review your answer, and then hit “Send.” Best Way to Begin Earning In order to help your clients earn, you’ll want to help them Optimize their Account, Maximize their Network, and Monetize their Network. Part of individualizing your responses to your clients is seeing which of these areas they are struggling in, and giving them specific ideas on how to go green. Always explain why the client should take action, and how they can take action. 1. Optimize their earnings Ask the client if their account is optimized, and then tell them the WHY and the HOW of optimizing their account.
Why should they optimize their account? Optimizing their account instantly doubles their earning potential on empowr. The platform will also automatically move them up to the next Power Level when their profits allow – to even further maximize their earnings.
How to they optimize their account? Simple – they just need to click “Optimize now”  2. Maximize their Network This step is all about expanding their network of fans and friends, and being active with the people they are connected to. Why should client do this? This expands the audience of people that can like, share or comment on their posts and blogs, and that can potentially bid on and purchase items they are selling or sponsoring. Being active with other citizens motivates them to reciprocate. How can they do this? Bidding on and sponsoring items, and sharing content they upload – especially from those that are their BFOs. They can also hover over the profile picture of any friend or fan and see if they are “in the green” with that person and what they specifically can do to build up their activity with them. Tell your clients that they can scroll through their newsfeed, and just by looking at each person’s profile photo, they can see where they stand with them: If there isn’t a green crescent above the profile photo, they can place their cursor on the profile photo to see what they need to do to “go green” with that person:  Suggest they become fans of those on the leader board. To do that, they click “Leader Board” from the left navigation bar, and then click “Become a Fan”  3. Monetize their Network Monetizing their network means clients are posting and selling QUALITY content, services and products. Why should they Monetize their Network? It increases the chance that their friends and fans will want to view their blogs, like their content, and purchase their services and goods. How do they Monetize their Network? First, they can click on their Monetize Gauge to learn more about where they need to go green and how they compare to others. This will help them understand more specifically where they need to focus their time and attention on improvement.  When they click more, they can see their gauges on how they are doing in posting and selling. They can click on “More” again for each of these gauges for ideas on what to do to go green.  These gauges were developed in order to give all citizens an easy visual of how they are doing compared to other citizens. Help clients understand how going green benefits them. SC Mistakes – What You Shouldn’t Do Not personalizing messages Trust is built by engaging clients, making them feel you are here to help them, and by giving them good information. Clients are much more likely to respond to personalized messages and when they feel their SC is genuinely interested in getting to know and help them. Are you asking your clients questions that help you get to know them? Do you know what they want to do or like doing on the site? What are their goals? Providing too much information There are lots of ways to earn on empowr. However, you want to start slow and simply with new clients. Address one concept in each message, unless the client has asked several questions. First get to know them, find out what questions they have, and answer those questions concisely. You are developing a relationship with these clients – there will be time as this relationship develops to further educate them on all the features of empowr’s site. Making the client “dig” for the answer This is another downfall of providing too much information – the client might simply have trouble figuring out where you are answering their question in the message, and have to work to find it. Make the answer direct and simple, and provide the answer at the beginning of the message. Not providing enough information Answer their question fully and answer all the questions they have. Create bullet points for each question or issue to make sure you address every single one. Additionally, provide the clients with available links to videos and the Learning Center if applicable. Are they asking the same question in multiple threads? Respond to every thread, even if you have already answered that question in another message. Link to the message where you answered the question; don’t ignore the other messages. And don’t communicate that you are annoyed in any way to answer the same question again. Remember that providing full information does not mean that you have to write a long wordy message – keep it simple, short, and to the point. Not providing relevant information Be concise, clear and direct with answers. Slow down if necessary to understand their question clearly, and if you are unsure ask for more information. It’s not the time to talk about unrelated issues or features of the site that don’t relate to what the client needs help with now. Not acknowledging feelings When a client is upset, make sure to acknowledge those feelings. Otherwise, even if it is not your intention, they might feel like you don’t care and become more upset. We want to support our clients and help them to have a good experience using the site. Simply start by saying “I’m sorry to hear that you are upset…” before providing any explanations or solutions. Saying “I don’t know” If you do not know the answer to a question, utilize the Learning Center, the Success Coach Blog and your Success Coach to get the answer. Be resourceful and get help; don’t reply to your client “I don’t know.” This will make them less confident in your knowledge and abilities. In the future they may not trust your advice. Not Following Up Quickly Success Coaches are expected to follow up with clients within 24 hours; ideally we are following up within 9 hours or less. Having difficultly managing all the client messages? Ask your Success Coach for tips on managing inbox messages. Following up quickly must be balanced with providing quality answers. Do not rush to the point that your messages are incomplete, impersonal or ineffective. Work at a speed that allows you to answer their questions completely, concisely, and correctly. Not following up with a client after receiving an NI or advice in the audits Anytime your receive advice in the communication area from your audits, you need to follow-up with your client to make sure they get the best experience possible. As a Success Coach you are always working to build trust with your client. Threats, Upset Clients & Billing Issues Notify your head SC and the President if you receive a threat so it can be taken care of as quickly as possible. As a Success Coach, you may encounter clients that have billing questions and are requesting a refund. empowr will follow up with any refund requests. When receiving these requests, reach out to the client to encourage them and see if you can help them understand the site – doing so many alleviate their frustration. Every time you have a frustrated client, there is an opportunity for us to educate that citizen and actually create a stronger relationship. Ultimately if they want a refund, or feel there is an issue with their balance, please create a Support Ticket. Gather as much information as you can on behalf of the client. More help? Your Success Coach and the Success Coach community is here to help you. Your Success Coach will be reviewing your communication with all clients, and will provide direct feedback to help you improve your messages. They are also available to answer any questions you have, so if you feel you are struggling reach out! Are you ready to be a Success Coach? Being a Success Coach is very rewarding, but is also hard work. In deciding whether or not to be a coach, ask yourself: 1. Do I want to help people? There are a lot of great earning benefits involved in being a Success Coach, but if you aren’t primarily interested in helping people on the site, you likely won’t enjoy this role or succeed at it. Ask yourself honestly – are you interested in joining empowr in the mission to empower by enabling opportunity, hope and influence? 2. Do I have the time to be a Success Coach? Getting back with clients in a timely manner is important in maintaining a strong relationship with clients.
Do you have the time to answer client questions?
3. Am I open to continual self-improvement? Success Coaches are learners. They stay informed on what is changing with the site, they read the Success Coach blog regularly to get new tips, and they run with the feedback they get from their coaches to get better and better at what they do. If you want to be a Success Coach you should be someone who is open to learning. When questions come up, you should go to existing resources such as the Learning Center or the Success Coach blog. If you’ve answered yes to these questions, we encourage you to become a Success Coach. Our Success Coaches get a great deal of satisfaction from seeing their actions impact citizens and helping them reach their goals. We are excited about our mission, and look forward to having you as part of the team. |
