SMART WORKING The Official Company Newsletter of the Authorify and Smart Agents Team JANUARY 2022
Team,
2022 flew by and here we are in 2023. We accomplished so much in 2022, and you’ll see many of those accomplishments in these pages. Looking ahead, I want to share our 5 primary goals for the first quarter of 2023. The first of our primary goals is to get 150 new contracts each month–and that’s for members who are not just trialing, but actually contracted for at least 12 months. We have been averaging around 130 over the last 3-6 months, and we want that ramp up this year to 150-180. Our second goal is to lower churn, and we are really on our way to doing that. We have been hovering around 4% over the last 3-6 months, but we feel that with the wonderful team we have, we can reduce that even lower. We are aiming for lower than 3%. Goal number three for Q1 is to improve our member onboarding experience. We will continue to enhance our software, and, operationally, we really want to improve the experience. Studies are showing that almost 60% of SAS members will leave in the first two weeks of a trial and never come back again. So the member experience really matters. Whether from emails, the CSR, and so on– everything should feel like a top-flight experience for our members. Our fourth goal is lead engagement. We had a fantastic month converting leads in December. I think we can do an even better job of engaging with those leads at every different stage of contact, including before they even become a customer, to increase our lead-to-sales conversion. Finally, our fifth goal is a direct-to-sales process. We feel that our product is good enough to sell upfront instead of going into a trial. We’ve had a few attempts at this process and we think we can refine it through marketing and direct sales in Q1. If you look at the pie chart showing our 2022 sales breakdown, you’ll see that nearly 60% of our sales came from an AFY trial in the first 30 days. And then another 16% came from trials within 30-90 days. Taking those two together, this means that about 75% of sales are coming from a trial within the first 90 days. This shows me that we can do a better job broadening the scope so we can get more business from our leads.
As you head into Q1, please join me in keeping these 5 goals in mind.
TJ Carrender President
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Q1 2023
Primary Goals for
1. NEW Contracts - 150+ contracted sales each month. 2. Lower Contract Churn - Reduce contracted churn to < 3%. 3. Member Onboarding Experience - Continue enhancing our software and operational procedures to improve member onboarding. 4. Lead Engagement - Improve our SDR to lead engagement process to increase our lead to sales conversion rate. 5. Direct to Sales Process - Continue development and process for direct sales bypassing trials.
Direct Sales 2022 Breakdown
SDR Calling Campaign - Sample 0.2%
SDR Calling Campaign - Webinar 8.6% RM Trial (Within 30 Days) 2.2% RM Sample Mag 0.4% Inbound 6.8% Book of Business 7.0%
AFY Trial (31-90 Days) 16.1%
AFY Trial (Within 30 Days) 58.6%
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Here are some of the big wins and updates our team accomplished recently. Update Team 2022 TEAM PLAYER OF THE YEAR:
Why she was chosen: Our Team Player of the Year is an outstanding and dedicated member of our team. Throughout the year, she has consistently demonstrated a commitment to collaboration and a willingness to go above and beyond to support her teammates. She is known for her positive attitude and ability to build strong working relationships with her colleagues. She is always willing to lend a hand and is quick to offer her expertise to those in need. Her strong communication skills allow her to effectively convey her ideas and collaborate on projects with ease. She is also proactive in creating a sense of camaraderie within the team, often organizing team- building activities and social events that strengthen the bonds between her colleagues. Her leadership skills are evident in her ability to bring people together and create a cohesive, high-performing team. Her dedication to teamwork and her ability to inspire others have made her an invaluable member of the team. She has played a critical role in the team's success and is a true asset to the organization. Her contributions have been acknowledged and appreciated by her peers and superiors. It is an honor to name Christine Joy De Castro as the Team Player of the Year for 2022, her actions and contributions are a true testament to her strong teamwork mindset.
CJ De Castro Sales Operations Manager
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December Numbers Direct Sales: $107,000 DPP New Contracts: 104 Company CSAT : 94.44% Net Promoter Score (NPS): 48 Goal: 50 New Leads Generated: 6715 Trial Sales: 589
Key Players Marketing Consultant with 20 or More Contracts Sold 1. Tiffany Prosper Top Marketing Consultants with 6+ Premium/ Platinum Plus PIF Contracts Sold 1. Tiffany Prosper 2. Heidi Heinen CSAT & Review Leader for December 1. Bary Capospos SDR Team Superstars Congrats to the SDR team who sold 105 trials! Marcus Tenchaves Joe Ryan Adie Dacayanan Leo Desuyo Edelweiss Harder James Corbin Jenny Lorca Dev Team Recognition We recognize the following stars on the dev team! Matheus Swenson Abhishek Shubhom Juneja Jean Jar Breno Alves
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What’s New?
Coming Soon
Marketing 🚀 Google Listing Funnel Live Webinar has launched and is currently being tested as a no-trial offer. 🚀 2023 Coaching Jumpstart offer has launched. The offer includes mailing books for members directly to their leads as well as 3 coaching sessions with Charles. 5 members are already using the coaching offer. 🚀 Recorded 64 Social Media Content Marketing Videos , which are being published on the Smart Agents social media channels Product 🚀 Email Campaigns - The new email feature is live, which allows members to edit all email campaign templates 🚀 Continuing to refine RMM Automation and Chargify Support 🚀 Onboarding Forms 🎆 Enhanced Meeting Scheduling Screen 🚀 Enhanced DMP Homepage 🚀 Q1 2023 Roadmap Priorities Defined Editorial 🚀 RMM Home Sweet Home magazine now featuring recipes and other bespoke content 🚀 Transitioned editorial production schedule to support RMM Automation timelines 🚀 First Dental Guide completed: “7 Ways Cosmetic Dentistry Can Improve Your Smile” Member Operations 🚀 Actively looking for Member Support Reps to join us and help alleviate the issue on the availability of reps on the phones. 🚀 Generated 347 positive reviews across our online platforms.
Marketing 🚀 Optimizing the Google Listing Funnel Webinar for maximum buy rate. 🚀 Developing the Coaching Curriculum for 2023 Jumpstart Coaching Members 🚀 Hosting Coaching Calls with 2023 Jumpstart Coaching Members 🚀 Launching a new Referral Marketing Sales Funnel Product 🚀 Image Upload Enhancement which will help make cover image upload easier for members 🚀 RMM Automation Support 🚀 Chargify Support 🎆 Webhook Updates 🎆 Stripe to Chargify Subscriptions 🚀 SMS Campaigns 🎆 Technical Solution including VoIP Capabilities 🚀 New Book-Specific Email Campaigns Editorial 🚀 Strategizing for a relaunch of Smart Agents magazine
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Welcome to our new team members!
COMING UP IN FEBRUARY'S ISSUE OF
z SPA STYLE AT HOME
z VALENTINE'S DAY AROUND THE WORLD
Hazel Estillore Member Support Representative
Winston Miñoza Marketing Consultant
z GONE ELECTRIC? EVERYTHING YOU NEED TO KNOW ABOUT INSTALLING AN ELECTRIC CAR CHARGING STATION
z THE EASIEST 2-INGREDIENT VALENTINE'S TREAT
z THE SUPERBOWL HOST'S PRE-GAME CHECKLIST
Fatima Doria Virtual Assistant
Patrick de Guzman Member Support Representative
Angelique Flores Member Support Representative
Merced Santiago Member Support Representative
Cliff Abiera Virtual Assistant
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January Birthdays
Louie Bayya 1/3
Marcelo Gomes 1/12
Anna Nolan 1/11
Donna Martinez 1/23
Jess Declaro 1/28
Heidi Heinen 1/24
HAPPY BIRTHDAY!
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Here at Authorify/Smart Agents, we aim to follow four Core Values. They are: Our Core Values Never Let Your Team Down. Teamwork is crucial to our success. Without each other, we won’t succeed. I like to compare our team to a chain — without each link in the chain holding it together, the chain would break apart. That’s why we must treat each other as we would like to be treated ourselves and take care of each other. We need to watch each others’ backs and help when someone needs it. If we hurt each other, we are only hurting ourselves. We are a team. We MUST act and function as one. Make Decisions And Own Them. When a decision needs to be made to move forward, make one, implement it, and own the results. In most cases, YOU are the one who knows how to do your job the best and therefore will make the best decision when issues arise. It should be noted, however, that when you work in collaboration with others or the decision is a large one with potentially wide-reaching consequences, it may help to seek counsel from someone higher up or seek input from your fellow team members. When you make a bad decision, own it. We are humans, NOT robots, and humans make mistakes. When we make the wrong decisions, we OWN them and fix them the best we know how. We are here to help and support each other, so if you get stuck, don’t be afraid to ask for help. 2 1
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Always Be Improving. You may have heard of the saying, “Pride Cometh Before The Fall.” If we ever feel like we have “arrived” or “know it all,” we can’t grow. People who “know everything” close themselves off from growth and learning new things. We believe it’s better to be a “learn it all” than a “know it all.” There is ALWAYS room for growth and improvement. Even the best teams, companies, and people in the world have room to improve and grow. As a team, we aim to “always be improving” by… 🚀 Improving our products 🚀 Improving our processes and systems 🚀 Growing as a team and as individuals 🚀 Continuing to sharpen our skills and learn new things 🚀 Becoming better team members, helpers, workers, supporters, family members, friends, coworkers, etc. Put Others First. Our team truly cares about our customers and each other. We feel proud to see our customers’ lives become easier with our tools and resources. We love seeing people smile when we help each other. Putting others before ourselves makes us feel good and makes our work more fulfilling. One of my favorite quotes is a quote by Zig Ziglar: “You will get all you want in life if you help enough other people get what they want.” 4
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Winner Jessica Hablero Nominated By: Ren Romero What core value(s) did this person display? Never Let Your Team Down
January Core Value Stories in action Core Values Aris Fortaleza for Rika Matsumoto What core value(s) did this person display?
Never Let Your Team Down and Putting Others First She is the epitome of a mother figure and a friend. When things were not going according to what we wanted as a team and the situation was emotionally difficult, she stood up and fought for us when she could have just left and done nothing. I can't think of a better way to reciprocate the gesture than to nominate her. This past few weeks, she has been doing not just a Team Lead role but also an agent role. She is doing outbounds for the trial team to ease up the piled up tickets due to the holidays, while also taking good care of the contracted and check-in CSRs. I don't have any idea how she is doing that with flying colors. She deserves to be canonized Saint Rika, The Patron Saint of Authorify. Kidding aside, she really deserves this with the quality job and workload she is currently doing!
This nomination is to express our deep appreciation and admiration for the outstanding job you have done as our HR & Finance Manager. Your contributions to the company have been invaluable. Recently, you have exemplified one of our core values, "Never Let Your Team Down," in a truly exceptional way. Your ability to always put the needs of the team first, even in the face of adversity, has been a shining example for all of us to follow. Your commitment to excellence is evident in everything you do, and your attention to detail is unmatched. Your work ethic and positive attitude are an inspiration to everyone on the team. You have played a key role in helping us to achieve our goals and objectives, and we are grateful for your contributions. On behalf of the entire team, we would like to thank you for your dedication, hard work, and unwavering commitment to the company. You are a valuable member of our team, and we are fortunate to have you as part of our organization. Keep up the great work and know that you have our full support and appreciation.
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CJ de Castro for Stephanie Villaver What core value(s) did this person display?
Rhoda Mendoza for Melissa Banda What core value(s) did this person display? Never Let Your Team Down
Never Let Your Team Down, Making Decisions and Owning Them The legendary Stephanie. This girl has been hard at work and rarely gets recognized. In the last 3 months, our churn has been continuously improving. We ended the year with 3.29% churn. What a feat! Her hard work, patience, and dedication to her craft and helping others has never faltered–even on days when things are difficult, and even if she could earn more in doing CSR tasks. I've also seen her mature in the role she is currently holding over the year, and I confidently say she is ready for a more matured role, lol. She is making decisions and owning them. She is relentless in acquiring new knowledge. Yes, she's not afraid of getting her hands dirty googling excel formulas, reaching out to vendor supports, and searching knowledge and articles online. I am so proud of you, Steph!
I appreciate Ms. Melissa as she is always ready to help me with my inquiries. While she is always busy with Finance and HR stuff, she always has a heart to listen and has the power to lift me up, and that really inspires me to do my job. I am so glad to have you around, Ms. Mel, and I want the whole world to know that you are appreciated. Thank you so much!
Jessica Hablero for Jaime Tenorio
What core value(s) did this person display? Exhibits All 4 Core Values of the Company
I am very happy working with Jaime Tenorio. I can say he embodies all the 4 Core Values of Authorify. Jaime may not be noticed well because he has been silently at the back- end fulfilling demands of his customers, one of which is HR. He is always prompt on responses. Sometimes there are requests outside office hours. My intention was just to drop a message for him to note later but surprise!, he was there. He would always make a way to make things possible. His promptness is consistent since day 1 here in Authorify. He is a Graphic Designer by profession but would let you feel Customer Service at its best. Not only that, Jaime has shown great contributions for Authorify. He always worked for excellence. His designs have always been recognized.
João Bernardo for Marcelo Gomes What core value(s) did this person display?
Make Decisions and Own Them and Always Be Improving Currently we have just one Front-end Lead Developer: Marcelo, and he is always doing his best to create great and beautiful things in our software. When I need help or don't know something he helps us and teaches us a lot! But I'm here to talk about his improvements to our code: Marcelo is always working very hard to fix problems; improve versions, security, readability and maintainability; and at the same time he continues to implement fixes and new features in our platform! I know how much effort Marcelo is putting in these changes and how this will be a huge benefit for every developer and for our members! To keep improving our product and congratulate Marcelo for his great work, please vote for him.
Want to submit a Core Value Story for one of your fellow team members? Go to authorify.com/core-values . You and the person you nominate could be chosen to spin the wheel during our next team meeting!
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D r. Carol Dweck studies the science and psychology behind human motivation. As she describes it, her research “examines the self-conceptions (or mindsets) people use to structure the self and guide their behavior.” Through this work, Dweck has identified two main types of mindset that deeply affect our ability to succeed: the fixed mindset and the growth mindset.
Work Tip of the Month:
Find ways to foster your growth mindset.
A fixed mindset, according to Dweck, is based in the belief that skills and intelligence are static, or fixed, and can not be changed. This mindset leads people to subconsciously protect their self image by avoiding challenges, dismissing constructive feedback, and holding back in their efforts. Ultimately, the fixed mindset limits the individual from realizing their full potential. In other words, Dweck argues, if deep down you believe that your qualities can never change, you will actually prove yourself right! A growth mindset, on the other hand, holds the belief that skills and intelligence can be developed and acquired. Dweck argues that a growth mindset fosters the desire to learn. When we have this learning mindset, we are more likely to embrace challenges and see obstacles as opportunities on the path to mastery. A growth mindset allows individuals to learn from criticism and find inspiration in the success of others. As a result, people who foster a growth mindset tend not only to achieve their goals, but to continue to set increasingly challenging goals over time.
Dweck has found that shifting to a growth mindset is empowering. Those with a growth mindset become lifelong learners.
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Because they believe that they can increase their potential, they seek out new opportunities to challenge themselves–even if that means risking some small failures along the way. In fact, those with a growth mindset often don’t see failure as anything other than another problem to be solved: “...it doesn’t define you. It’s a problem to be faced, dealt with, and learned from.” As an example of how the different mindsets encounter challenge, Dweck gives the following anecdote from her early research in this TED Talk : I wanted to see how children coped with challenge and difficulty, so I gave 10-year-olds problems that were slightly too hard for them. Some of them reacted in a shockingly positive way. They said things like, “I love a challenge,” or, “You know, I was hoping this would be informative.” They understood that their abilities could be developed. They had what I call a growth mindset. But other students felt it was tragic, catastrophic. From their more fixed mindset perspective, their intelligence had been up for judgment and they failed. The students with the growth mindset saw the challenge as an opportunity. So how do you foster this growth mindset in yourself and others? You can actually do so through small shifts in your mindset. Find the opportunity in the obstacle. Embrace challenges with a learning mindset. Be mindful of your self-talk around setbacks and constructive criticism. In other words, find small ways to foster your growth mindset!
Motivational Quote: The passion for stretching yourself and sticking to it, even (or especially) when it’s not going well, is the hallmark of the growth mindset. This is the mindset that
allows people to thrive during some of the most challenging times in their lives. – Carol Dweck , from Mindset: The New Psychology of Success
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featured member
Success Story:
Tamara Vesna
T amara Vesna (TV) is a Realtor and Real Estate Broker based in Illinois with over 20 years of experience in Chicago and surrounding suburbs. Her nickname “TV” is not just her initials but also a reference to her decades of work as a TV producer with a weekly Chicago TV cable show. This in addition to her experience as a professional actress (SAG- AFTRA) has helped her to succeed in real estate, building long-lasting friendships with her clients.
Instead of sending an email that tries to boil down her years of experience into a short message, Tamara sends a link to her buying or selling books, or she hands the potential client a book if the conversation is in person. The books give her more confidence that she will give her clients and leads great information. Tamara has also followed up on the guidance provided by the team at Authorify. She promotes her books on her website, YouTube channel , Facebook page, and even in her email signature. She says, “I did all the things and I'm really happy because now with my books I feel very comfortable talking about real estate!” Even with all of her experience in front and behind the TV camera, Tamara finds that having her Authorify books boosts her confidence and comfort- level as she promotes herself and her business.
Tamara recently shared how thrilled she is to have her Authorify books as a marketing tool:
“I'm so glad that I got my books because they save me a lot of time and energy! If someone asks me how to buy, how to sell – trying to explain to them all this knowledge and experience in just a few minutes is really impossible.”
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Congrats to the Trial Onboarding
Team for these great customer onboarding experiences!
Have You Talked to a Member with Outstanding Results? Send them to authorify.com/testimonials and tell them to mention your name during their interview. You’ll receive a $25 bonus for landing the testimonial!
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SMART Keep
Working
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