MemberFix Tech – Onboarding

1 – In this training you’ll go through what’s called an “onboarding” procedure. The purpose is simple: to help you learn about your role as a MemberFix tech.

2 – This is an interactive, gamified process designed to be both practical and fun. 🙂 We use the Grow Learn Teach LMS plugin (formerly WPeP) for WordPress to deliver this training.

When you’ve finished a section, click on the number of the section to mark it “complete”. Doing this will increase your progress bar:

3 – Almost every section of this doc contains ACTION ITEMS that you must complete. Your progress bar at the top of the screen will increase as you complete each item.

4 – Please take your time to complete the entire training, to review any items that weren’t clear to you on the first pass, and to ask any questions (use the comments section) in order to clarify any points that were unclear to you.

Don’t be shy or hesitant to ask questions. Questions are opportunities for everybody to learn and you will never be negatively judged for asking questions or seeking clarity about how to do a better job!

5 – Note that each section will contain links to operating procedures and/or video trainings which are related to that section.

6 – If you’re ready to begin, turn on your time tracker (if you’re using one), turn off your phone and social media, and budget around two 90-minute periods to go through this training with a focused, uninterrupted mind.

When you’re done, I (Vic) will automatically be notified, and I’ll follow up with you shortly. 🙂

Thanks for your time and attention, have fun!


Vic Dorfman
Founder – MemberFix

The Completion Level of Your Training.

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Overview

In this section you’ll gain an overview of our MemberFix business and your role as a MemberFix tech.

Your duties as a MemberFix Tech

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The basic idea of the MemberFix Tech role is pretty simple, and consists of two parts:

  1. Solve customers’ tech problems / tasks
  2. Create “how to” articles & videos

The first can include a wide variety of different tasks such as:

  • WordPress maintenance and troubleshooting
  • Light coding / CSS / PHP fixes
  • Membership plugin support
  • Help integrating various 3rd party apps with WordPress plugins
  • Working with 3rd party apps like Zapier, ActiveCampaign, ThriveCart, etc.
  • Giving some advice to a customer when they ask for it

…etc.

As you progress through this onboarding you’ll learn a little more about the role at each step.

The second component requires you to write 2 pieces of content (articles) and create 2 accompanying screencast videos that go with the articles, per month.

Typically your article ideas will come from interesting tasks you do and problems you solve in the course of servicing our customers. When you come across an interesting tech problem, like an unusual integration for example, this gives you an opportunity to document (with text and video) the solution by explaining HOW you solved that particular task.

The purpose of writing content is to document the interesting work we do on our blog, provide value to readers by helping them solve niche problems, and to attract traffic, customers, and affiliate revenue by growing the site into an “authority” in our space.

You’ll learn more about our content strategy in another module.

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Who are our customers?

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1 – Our customers are primarily solo entrepreneurs who own membership-based businesses and use WordPress to deliver their membership sites.

2 – We offer 3 subscription options to our customers:

  • MemberFix Lite ($397/mo)
  • MemberFix Mid ($597/mo)
  • MemberFix Pro ($797/mo)

All three plans are basically the same. The main difference is how many minutes of time our team can spend for each customer in a given period of time. (You’ll learn about this in detail in the time tracking section).

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The MemberFix Mission

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The MemberFix mission is to be the leading authority on membership site software (and related apps) in the world.

We accomplish this with a “hybrid” business model which consists of productized services (MemberFix), affiliate marketing (commissions generated by placing affiliate links into our content), and digital product sales (creating trainings and education in our niche).

1- The services component of our business keeps us connected to the real problems in our market, and provides the raw material on which we base much of our content and trainings.

This alone sets us apart from many of our competitors who base their content on OTHER peoples’ content, which is often divorced from real life technical and marketing challenges faced by real people in this space.

2 – The affiliate marketing component generates passive revenue for our business which goes to pay salaries, marketing costs, etc., and gives us the flexibility to pick and choose our customers more freely (this is known as “Freedom of Relationship” in the Strategic Coach business coaching model).

3 – The educational component, mostly in the form of paid digital products and membership sites, teaches the people in our market various strategies and techniques in the membership site space and beyond, to provide a competitive advantage in their respective marketplaces.

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Our website

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1 – Our business website is https://memberfix.rocks

The landing page for our MemberFix product is at https://memberfix.rocks/memberfix

2 – For this action item please visit BOTH of the above URLs.

3 – For the first URL please take a few minutes to look around, click some of the menu links, and just get a basic overview of our business website.

4 – For the second URL, please read the entire landing page so you can understand the product we offer, and how we market it.

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[VIDEO!] MemberFix Welcome series

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All of our MemberFix customers receive the following video “welcome series” when they sign up.

Please watch all of the videos in this series to better understand our business (HINT: Watch the videos at 1.5x speed to go through them more quickly).

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FreshDesk

Now in this section you’ll learn about one of our main business applications, FreshDesk.

[FreshDesk] – Overview

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1 – FreshDesk is our helpdesk / ticketing platform.

2 – All of our customers submit their tickets to our FreshDesk account either by logging in and creating a new ticket, or by sending a message to our support email at [email protected]

3 – We do not allow our customers to request tasks by emailing our personal email addresses. Everything MUST go through FreshDesk.

4 – You’ll spend much of your time working inside of FreshDesk so it’s important to understand how to use it.

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[FreshDesk] – How to work on tickets

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1 – Here is our Operating Procedure on how to work on tickets:

Process for working on MemberFix Tickets

Please read this entire document before moving on to the next step.

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[FreshDesk] – What different ticket statuses mean

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1 – This is our Operating Procedure that explains what different ticket statuses mean, and when to use each one:

https://memberfix.freshdesk.com/solution/articles/8000059236-freshdesk-ticket-statuses-and-what-they-mean

2 – Please read this entire document before proceeding to the next step.

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[FreshDesk] – How to assign tickets to yourself and other team members

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1 – This is our Operating Procedure on how to assign tickets to yourself and to other team members:

https://docs.google.com/document/d/1QeqgD8pxxBOGSa5eiKfHpHDLLt4rdmwBsOpy4AnXTGQ/edit?usp=sharing

2 – Please read the entire document before proceeding to the next step.

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[FreshDesk]- How to deal with tickets (and hand them off) when you go for day off

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The day before a day off, each MemberFix Tech must re-assign his tickets to another MemberFix tech(s) who WILL be working while the first tech is on his days off (you may check this in Schedule tab) in order to ensure the work will continue for the customer and to avoid unnecessary slowdown.

Please read the entire procedure in respective SOP:

How to hand-off tickets when you go for dayoff

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Airtable

In this section you’ll learn about another one of our most important apps, Airtable.

[Airtable] – Overview

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Airtable is a fantastic, highly flexible web app that we use to run a large portion of our business here at MemberFix.

*The MemberFix Control Center is the nickname we give for our private Airtable “base” (basically like a spreadsheet) that we use to organize and track a large amount of our MemberFix activities.

For example, we use the MemberFix Control Center for…

  • Time tracking for our customers
  • Call tracking
  • Documenting plugin / theme conflicts in WordPress
  • Tracking of tasks we perform for our customers
  • Keeping a database of our customers and important information about them
  • Keeping a database of our team and important information about us
  • Keeping information about our different subscription plans

…and more!

Here’s the video explanation of our MemberFix Control Center. Please watch this!

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[Airtable] – How to correctly track time

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1 – All MemberFix team members, including Vic, are required to track the time they spend working on customer tasks.

We do this using Airtable.

2 – Carefully read the following Operating Procedure to understand how this time tracking works:

How to track time using Airtable

3 – Watch this very important video about our “per time” system:

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Creating content

In this section you’ll learn everything you need to know about creating content in your role!

Getting content ideas

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Most of our content ideas come directly from solving various problems and doing various tasks for our customers in our MemberFix productized service.

For example, one of our customers asked us to modify his WooCommerce product page to change the color selector from a dropdown to a radio button, as shown in the following screenshots:

This kind of task requires a bit of research, creativity and perhaps some custom code modifications. Because it’s a bit unique, it may be something that other people want to know how to do. And that’s exactly why it’s a perfect item to document and turn into an article!

Our articles and videos should help people solve problems, or show them how to do something cool. So if we solve a problem or do something cool, we should share it with the world.

All articles are written in numbered steps and in the following format:

1. Problem

2. Solution

3. Result

Here are a few good examples of articles our team has written:

  1. How to create a Divi Child Theme
  2. How to migrate to WPForo forum app
  3. How to style the MemberPress password strength indicator

Each team member is responsible for picking his own content ideas and sharing them with Vic in the #content channel in Slack for approval. The whole process is neatly documented for you here:

 

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Content Days

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Here are a videos from Vic to explain general idea:

https://www.youtube.com/watch?v=5uOha9diuRc&feature=youtu.be

https://www.youtube.com/watch?v=h_Lx5ruTtr0&feature=youtu.be

General idea

Each team member is responsible for creation of certain amount of Articles and Videos for our blog to push our company towards and move the revenue from MemberFix tickets to authority resource, so that we will be able to get funding for what we like to do and be able to build a society of customers we would like to work with.

For Q1 2019 we have the following goals for each month:

3 pillar articles for a quarter (long ones, Vic is to write them personally)

6 ‘normal’ articles (2 articles/month for each team member)

6 videos (2 videos/month for each team member)

One day a week (you pick the day) you are only work on your articles and videos up to 4 hours/days. If you finish earlier that’s ok, you may go for tickets then for the rest of the time. Ex. you have spent 2h for article, please spend another 2h for tickets, we’d love to give you an off for the rest of this day, somewhere in future it will be that way, but for now, please step into tickets 😉

Link to GoogleSheet with our KPIs

https://docs.google.com/spreadsheets/d/1rtDnQ_GeXhf7EHhNE–MO_ITY28PIsRixLD7yc4qGLM/edit#gid=1758409880

 

Article table

All the work on Articles logged into respective tab in MemberFix Control Center, these are the columns in it:

Title/Topic – the name of the Article

Due – estimated date when the Article should be completed

Status – current status of the Article

  – planned – means that the Topic has been defined and article awaits to be written;

  – in progress – means you currently writing the article (NOTE: you may only have _one_ article in progress, our default policy one thing at time applies here as well 😉 );

  – published – well, it’s self-explanatory

  – rejected – we found out that it is good idea not to write this article some time after the work has been done on it.

Owner – Author of the Article

DescriptionInclude a brief description of the article idea. Tickets related to it and everything might be needed to understand the idea.

Timesheet entries – is the column in Articles table where you log the time (please log it to MemberFix(Company) customer, not directly to Vic Dorfman) spend for the articles so that everybody knows how much time we spent on it. NOTE: Each time you work on article make a NEW Timesheet entry, because editing existing record makes a confusion. Just new entry each time please 😉

VideoLink to the record of the video you made which corresponds to this article, if any.

Post URL – URL of the article once it’s published.

Time spent on article – A rollup field that automatically calculates the amount of time spent on this article based on adding up all of timesheet entries for this article.

There are also a bunch of views allow us to see this table in different ways, you are free to create any view you need or modify existing ones.

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Creating videos

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YouTube Videos table

It is pretty much the same to Article table, also each field has a description which is self-explanatory.

Making a video for an article has certain benefits for us, on one hand there are people who needs a video for them to better understand what’s going on the post, on the other hands YouTube is a source of traffic we need and one of the biggest search engines at the moment

Please review:

Our Video Standards and Guidelines

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Team chat & communication

Slack overview

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Slack is a team chat app that we use to communicate with each other.

When you first join our team you’ll be invited to our Slack group and you’ll be able to begin chatting with our team straight away.

The primary reasons we use Slack are to:

  • quickly resolve urgent issues that require communicating with our colleagues
  • coordinate on technical issues both internal and for our customers
  • share content we’ve created for the blog and our YouTube channel
  • share cool, off-topic things with each other (like pictures from a vacation, mic recommendations, etc.)
  • build a sense of being part of a “team” even though we’re all in different locations
  • share important company updates (usually these are pinned posts)

…etc.

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Team chat etiquette

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It’s important to understand that Slack is a useful tool but only if we use it intelligently…

Otherwise, it can be a big distraction and a source of endless interruptions that prevents you from doing your best work. Everybody on our team needs long, uninterrupted chunks of focused time to do their jobs well, whether it’s creating content for our site, or solving support tickets for our customers.

So for these reasons we have a few Slack guidelines that all team members are expected to follow:

1 – When you’re working on something that requires your full attention, turn OFF Slack and turn off notifications completely, including Desktop and mobile notifications. This is the most important guideline you can follow!

Action step: Go into your Slack settings now and turn off desktop notifications.

Action step: Go into your mobile phone and turn off notifications for Slack.

2 – Communicate with the team only when it’s absolutely necessary. Your colleagues have work to do as well, so if you have to interrupt them make sure it’s very important or urgent.

3 – If somebody sends you a message and it’s not urgent, reply to it later. Do NOT interrupt what you’re focusing on now to answer random questions or have frivolous conversations. You’ll never get anything done that way. Your colleague can wait (and that includes me – Vic!!) You’re busy and you’ll get back to your coworkers when you finish your important work.

On the flip side, don’t expect your colleagues to give you instant replies. They’ll get back to you when they’re finished with their important work. 🙂

4 – Only message the person or persons that your communication is intended for. If you want to chat with Costi and Dositej, for example, create a private channel with just you, Costi, and Dositej only. That way you can address them without interrupting the rest of the team.

If you need to say something to Sorin, don’t say it in the #general chat and interrupt the whole team – send a private PM to Sorin. You get the picture. 🙂

5 – Place your chats into the proper channels.

In Slack we have a number of different channels such as #general, #off-topic, #schedule, #content, etc. Each of these channels should only contain messages that relate to that topic. This makes it easier to find messages later, and it guards the attention of your colleagues because some channels apply to some team members but not to others.

6 – Be a professional.

That means No complaining, no whining, no speaking badly about our customers or colleagues, no drama, no politics, no foul language, no sexual material. MemberFix is a positive, calm, and professional organization. I mean, this is work after all.

AFTER work, if we’re all out having beers (assuming we’re in the same city) it’s a different story. But work is work. 😉

However, if you have a legitimate issue with a customer or coworker, or if there’s a company process / requirement that you don’t feel comfortable with, or if you’d like to discuss a private matter, you can and you should bring it up with Vic in a private Slack message.

I don’t believe in censorship or fear, or political correctness in our organization; we should all communicate honestly and openly with each other at all times. We should just do it in a way that’s professional, and respectful of our colleagues’ time. Then it’s all good!

If you have any questions about these guidelines, or suggestions to improve them please leave a comment below.

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Zoom video chat

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We use Zoom video chat for all of our video calls with each other and customers. It’s the best!

Action step: Visit Zoom.us and download Zoom to your computer. Install Zoom.

*If you feel you can resolve an issue with a customer or colleague more quickly on a video chat than with text, please save yourself and that person some time and do a quick Zoom chat instead! Don’t be shy. 🙂

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Quarterly Planning Team Calls

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Overview:

 

Starting from Q1, 2019 we will be doing a quarterly strategic/planning calls with Vic for each team member and a call for entire team at the end if each quarter. The idea is to start systematically evaluate performance, discuss the role / potential future roles, grow salaries, and improve the relationship of our team with each other.

 

The process:

 

  1. Please schedule your personal call with Vic on https://calendly.com/vicdorfman at the beginning of the 3rd month of every quarter. The call supposed to be scheduled somewhere on the first week of the next month after the last month of the quarter (ex. April for Q1, July for Q2, etc.). Please mind that Vic is in GMT+7 time zone.

 

  1. Fill up the Date and Name in “Team Calls” tab in Airtable and set “Scheduled” status once Vic confirm. Until that time please set “Schedule Pending”

 

For entire team calls we will coordinate our plans in Slack.

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Compensation

Every MemberFix team member has a unique work arrangement, salary, and payment schedule which are all completely transparent and visible to all other team members inside the Team tab of the MemberFix control center.

Overview

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  • We pay our team members once every 2nd day of the month for the previous month(Ex. payment for February should go on March 2nd).

 

  • We pay most of our team members using Paypal. But we pay some team members using an alternative payment method such as Transferwise or Payoneer. (Paypal in Ukraine, for example, cannot receive payments so we have to pay our Ukrainian team members another way)

 

  • The owner of this process (currently this is Viktor) will simply calculate the correct payment amounts and send them to MemberFix’s accounting lead (currently this is Vic).  This is to be done by the 1st day of the month, please review the calculated amount and change the status to “Confirmed to pay” if you agreed with a sum, otherwise please reach Viktor or Vic to rectify this question. Vic will then pay the team member once he confirms everything is ok.

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MemberFix Techs

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Our MemberFix techs work 80 hours per month.

Their salaries are divided into 3 levels:

  • Level A ($1050)
  • Level B ($1200)
  • Level C ($1350)

*All amounts are in US Dollars.

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Overtime

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  • If a MemberFix tech who is obligated to work 80 hours per month works MORE than 80 hours, he will be paid overtime at a rate of 125% of his prorated hourly rate.
  • The prorated hourly rate is calculated by dividing the team member’s monthly pay by their required number of hours per month.
  • The overtime hourly rate is calculated by multiplying the team member’s prorated hourly rate by 1.25.

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Undertime

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Overtime rewards team members for working more than required by paying them extra wages. Likewise, “undertime” is applied when a MemberFix tech team member fails to work his minimum required hours per month.

In the case of undertime, a team member’s salary will be calculated by multiplying logged hours to hourly rate.

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Scheduling

Work schedule (scheduling, time off, vacation, etc.)

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Here in MemberFix we try to make everyone’s work experience as much good as possible, so that we have very clear rules regarding schedule policy, please review them in the following document:

Work schedule (scheduling, time off, vacation, etc.)

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