Kelly & Cole start a business. How would we help them solve their pain points?

Kelly and Cole are best friends who want to start a local food delivery service. They're afraid it won't work out, but they decide to take the plunge anyways (Sound familiar?) and start to use social media and their website to promote their business.
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The first few weeks of operation go well as Kelly and Cole grow their customer base by handing out flyers in grocery stores and engaging with people online. The excitement is starting to set in. It's a real business!

Soon after, however, a few people post bad reviews about the company on Yelp because they received incorrect orders or melted ice cream. It's not long before customers stop calling and Kelly needs a way to get them back. They notice that all the negative reviewers have profiles on Twitter and Instagram accounts where they talk about restaurants or cafés that deliver delicious food across town for cheap prices, but none of them are mentioning grocery delivery or fresh farm delivered goods which is what they do. They still have an opening here...don't they?
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Yes...they do.
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As they are having dinner with a friend, they talk about their issues with the new business. Their friend tells them about Hatfield Taylor (hey...that's us!) and gives them a number and email. They find out they get to talk to real people who don't see them as just another account number. They even get their contact's cell number.

OK, now it's time to put yourself in their shoes (you are Kelly and Cole, and yes your story is probably different, but we want you to understand how we think), and let's walk through how we would begin to handle this for you.
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First, we have a meeting with you to understand exactly what your business is all about. Then we talk about your problems, because that's what it's all about...solving your problems.
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To you it seems like a nightmare. To us it looks like another chance to help good people claim their stake in the market.
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We begin to lay out a plan to knock out your immediate pain points (that junk that keeps you up at night in fear) which will help calm you down and get you back focused on what you started in the first place...a fresh foods delivery service.

Here's the one thing you'll need to do though...trust us. And that's not easy because we're going to bill you (it's how we make a living) taking money out of your budget. That's a step in faith as well as approvals and discussions, and we get that. The good news is this, if you look at our testimonials and the caliber of these clients, those thoughts should quiet down as well. We've got you. If we take you on, that means we care about you and your business and we're going to pull out all the stops to make this work.

After our meeting and if you decide to utilize us, it's time for us to get on it, and we don't waste time.

In the story above, this is a condensed view of what we would do. The first call is to one of our reps to have them on-boarding fast to tackle the reviews. We help you respond to negative reviews in a positive and honest way, consulting you on how to do it the right way. If it was your fault, it's ok to admit that. We may tell you that it's great to give them an incentive to give you another shot. Or, we may look at one reviewer and decide they are not worth that effort because they live to complain. Let's focus instead on good people who had one bad experience.

OK, you contact them and they take you up on your offer...and you nail it this time! Here's where it gets good. This now gives you a chance to move them into a system that will send them a text asking how the experience was out of 5 stars. If it's above 4 stars we send another text the next day asking them for a review. Not a fake "I got free stuff" review, but a true review. Chances are they will change that 1 star Yelp or Google review to 4 or 5 stars. And the cool part is in the text they'll find a link to open whatever platform they are signed into so its easy for them. Almost all of this is automated taking very little of your time.

That's all happening while you're doing the same thing with new customers (sending an automated text, and responding accordingly) who are adding positive reviews which are beginning to average in and bump your scores and stars up. If they send back through the system 3 stars or below, it's time to contact them BEFORE they post a review so you can fix the problem. Boom. Problem one solved and this will continue until you have so many great reviews that this pain point is a thing of that past.

Note: According to inc.com, bad reviews will cost you thousands in revenue.

Next we have to look at acquiring more customers. People need your service and you know it. Also, you need revenue. So we have to come up with a strategy to get you noticed.
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You've started to put some funds away now that the business is growing from word of mouth (awesome!), and now it's time to bring others who don't know about you into the future customer funnel.

We would now go and fully review the website that was made for you, or we may see that you started on a smaller budget and built a templated website yourself that doesn't have much capability, or has a look that just doesn't quite show the world who you are. If the website is in good working order and doesn't need any help, we are going to tell you that. If it's a hot mess, well, we're going to be honest with you about that too. If it's in the middle and we just need to make some tweaks or add functionality then we will recommend that. And if we need to do work for you, we line item everything and allow you to decide what to do.

Once we are comfortable that you have your best leg forward we will begin looking at other avenues such as ads on Instagram, Facebook, Google Search and Maps, and if the budget allows, some TV for branding purposes.

Note: We have proof through our tracking software that TV does in fact still work, just not in the same way it used to. What it does now is amplify your signal. When someone sees anything you are pushing, the branding from TV lights up that message and makes it stronger. The way we see this is when a client starts running on TV, metrics pump. TV is not for everyone, and we will talk about it with you.

This is really just a start and a condensed version of how we'd begin tackling your problems. It's a lot more complex, but you shouldn't have to worry too much about things outside of your daily work of delivering services to your customer. Our goal is to offload a massive amount of your workload onto us, and free your brain up to focus.

So after you've built your great business and you're at dinner with your friends who just started a business, it's your turn to help them move through the process. Because owning and operating a business is very hard and many are not cut out for it. But for those that are, it's extremely rewarding, and we love being part of a business story. That's a lot of fun for us.
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Kelly and Cole's story will not be your story. You may have a business that is 50 years old. Every business has its own structure and needs. Every business has a need for custom solutions, and we look forward to creating yours.
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Feel free to text us at 334-986-0083 about your own pain points or ask us a question about a tech you've been wanting to dive into.

Cheers,

Joe