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!
Founder – MemberFix
The Completion Level of Your Training.
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
The basic idea of the MemberFix Tech role is pretty simple, and consists of two parts:
- Solve customers’ tech problems/tasks
- 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 to integrate 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
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 1 piece of content (article) and create 1 accompanying screencast videos that go with that article, per month.
Typically your article ideas will come from interesting tasks you do and the 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.
Who are our customers?
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 on each customer in a given period of time. (You’ll learn about this in detail in the time tracking section).
3 – We also offer hourly contracts when the customer buys an amount of developers hours to complete his project.
The MemberFix Mission
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.
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.
Now in this section you’ll learn about one of our main business applications, FreshDesk.
[FreshDesk] – Overview
1 – FreshDesk is our CRM platform.
2 – We use FreshDesk to answer inquiries from prospective customers and conduct initial conversation.
3 – While FreshDesk is technically a helpdesk / ticketing app, we don’t use it that way. We just use it for sales.
4 – Once we make a sale and conduct an Analysis, we move our customers over to ClickUp for project management (in the case of Hourly projects) and ongoing support (in the case of Care Plan customers).
5 – SO just to clarify one more time:
- We Use FreshDesk to have conversations with potential customers (“Leads“)
- If a Lead purchases hours or a Care Plan from us they become “customers” and we move them into ClickUp to continue all work from inside of ClickUp
[FreshDesk] – How to work on tickets
Current FreshDesk Workflow:
1 – A Lead submits an inquiry using one of our webforms on the MemberFix.rocks website
2 – The team member responsible for Sales then answers the inquiry and sends some follow up questions to the Lead.
3 – Once the Lead provides enough information to understand their needs, the sales person will tag one of our MemberFix Techs (that’s you!) and assign the conversation to you in FreshDesk.
*Note: this workflow primarily applies to Leads who need Hourly Work, which currently makes up about 50% of our business. If a lead wants to sign up for a Care Plan or our Hosting product and doesn’t need hourly work, then the sales person will schedule a call between himself and the Lead and keep the ticket assigned to himself.
4 – At this point the ticket becomes your responsibility and you will begin what is known as the Analysis phase (explained in the next section).
[FreshDesk] – What different ticket statuses mean
We have several ticket statuses in FreshDesk but we try to keep it simple and only use the following ones:
1 – OPEN
When a ticket is set to OPEN status it means it’s waiting for you to work on it.
2 – WAITING ON CUSTOMER
Use this status when you’ve replied to a Lead or Customer and are now waiting for them to reply. Whenever the customer replies the status will automatically go back to OPEN.
3 – CLOSED
The ticket is closed and needs no further action from anybody.
In this section you’ll learn about another one of our most important apps, Airtable.
[Airtable] – Overview
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 now, the main thing you’ll use Airtable for is Time Tracking.
Please see this video explaining how it works:
You’ll be invited to our Airtable base during your onboarding.
In this section you’ll learn everything you need to know about creating content in your role!
Getting content ideas
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:
Here are a few good examples of articles our team has written:
- How to create a Divi Child Theme
- How to migrate to WPForo forum app
- How to style the MemberPress password strength indicator
Each team member is responsible for picking his own content ideas and sharing them with our team in the #content channel in Slack for approval.
Our team will guide you in creating the content and share the SOPs with you when the time comes.
Note: some months we are busy and we don’t have time for content, and that’s OK. Our customers come first. 🙂 Also, sometimes our team doesn’t have any good ideas for content for the month, and that’s fine too.
To make sure you have enough time to create your content, you will pick one day per month where you can work only on your article and video.
This is called a Content Day.
You’ll be able to set this day in your calendar when you set your schedule for the month.
On your Content Day when you work on your article, you will also create a screencast video to accompany your article.
Basically this is just a video version of the same thing you explained in the article.
We do this so we can use the content on YouTube and so you can get practice being “live” on camera.
Some articles don’t really translate well into video, and in those cases you can skip it.
For recording screencasts I recommend using VidYard.com or similar.
Team chat & communication
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)
Team chat etiquette
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!
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.
Note: if you’re doing your Trial period then it’s OK to ask our team a lot of questions because there are a lot of things to learn and you can’t be expected to know them in advance! 🙂
3 – If somebody sends you a message and it’s not urgent, reply to it later.
Do NOT interrupt yourself to answer random questions. You’ll never get anything done that way. Your colleague can all wait. 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 Victor, for example, create a private channel with just you, Costi, and Victor 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.
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 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 your superior 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.
Zoom video chat
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. 🙂
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.
- We pay our full time team members on the 2nd day of the month for the previous month (Ex. payment for the month of February is sent on March 2).
- We pay most of our team members to their bank accounts using Wise.com. But we pay some team members using an alternative payment method such as Paypal 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 will simply calculate the correct payment amounts and update the team in Slack with a link to the Payroll table in Airtable. You can double check your amount and once you’ve confirmed, your salary will be sent.
Our MemberFix Techs generally work 6 hours per day, 5 days per week (120 hours per month).
Compensation is agreed on an individual basis.
IF a MemberFix tech works MORE than the obligated amount of hours in a month, he will be paid overtime at his prorated hourly rate.
E.g. if a team member earns $1200/month, then 1200 divided by 120 = $10/hr.
So if the team member works an extra 10 hours in the month, he will receive an extra $100 ($10/hr * 10 hours).
Work schedule (scheduling, time off, vacation, etc.)
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:
At the beginning of 2020 we started to move tasks from Freshdesk to ClickUp, here below is a short video on how we use ClickUp