In today’s Q&A with S&J, Laura Kebart asks us:
“I want to create a little onboarding sequence for new members to my membership community. What have y’all done? What works best?”
Shane: What’s up? Welcome to another Q&A with S&J. We are at the post office right now, and don’t mind the mess in the car. Car’s a mess, honey. We have kids. It’s a van. It gets messy. Jocelyn is getting checks and depositing them on her phone.
Jocelyn: It’s a University of Kentucky check.
Shane: That’s right, baby.
Jocelyn: Not from Kentucky.
Shane: Go, Big Blue.
Jocelyn: So that’s pretty cool.
Shane: But we love going into the post office because, yes, in our business, people do still send us paper checks so we’re picking those up, and signing those.
But we’re going to answer a question from one of our Patrons. If you would like to support us, head over to patreon.com/flippedlifestyle. You can do that. Our Patron question of the week today is Laura Kebart. Is that how you say that? Kebart?
Jocelyn: I’m not sure.
Shane: Laura K-E-B-A-R-T. Laura K. Laura K is what we’re going to go with. Laura writes in and says, “Hi, there! I want to create a little on boarding sequence for new members to my membership community. What have y’all done, what works best?
Okay. On boarding is the process by which you get a new member, and you have to get them on board. You got to get them activated, you got to get them involved in your content, and it’s really, really important if you’re going to have any kind of recurring revenue or a membership site because if you don’t get people engaged– that does not necessarily mean talking, which we will talk about in a second– but if you do not get people engaged, right away, they are not going to pay the second month, or the third month, or the fourth month, and that’s what we want to do.
Jocelyn: Don’t assume that people know what to do when they signed up, because we have learned this the hard way time and time again, people do not understand what to do next.
Shane: Exactly. So the first thing you’ve got to do in your on boarding is tell them what to do next. Your on boarding does not start with your e-mails. Your on boarding starts on the Thank You page as soon as they purchase. As soon as they land on the Thank You page, that is the only thing you know for sure that anyone will ever see about your business because your e-mails may get filtered out, they may go to spam, they may go to promotions, and the Thank You page you know for sure, you’re going to redirect them there after purchase.
Jocelyn: And what I would do, right there on the Thank You page is to tell them that you’re sending them an e-mail, and how to find it. If you don’t see it in your inbox, check your spam folder. How do you keep my e-mails from going to spam from now on? Add me to the Safe Senders list, add this e-mail to your contacts list when I get to the inbox in Gmail. You need to give those people those very specific instructions because just because you know how to do something doesn’t mean that you’re–
Shane: They probably won’t, for sure. And then, it even doesn’t hurt to have a video or something for your membership site that says, on your Thank You page that says, “Hey, go find this e-mail. After you do that, click the link below, go to the login, type in your log in.” Show them how to log in to your membership site to get into your content, to get into your community forums, to get into whatever you want them to do, you have to tell them what to do next. Then we go to the e-mails, and it’s going to be niche dependent. Like, for Flipped Lifestyle, the first thing we want people to do is introduce themselves immediately.
So they get an e-mail that says, “Start here. Click here. Do this. Answer these three questions.” And then the next thing we want them to do is ask us a question. Or ask the community a question. So they go into the forums, and they get an e-mail that says, “Click here to the general forum, and ask your first online business question.” Because we want them to get involved immediately with the conversation. But some people are lurkers, and they don’t want to talk. Here’s one. Right here.
Jocelyn: They’re like me.
Shane: Yeah, Jocelyn doesn’t like to talk very much.
Jocelyn: So, don’t freak out if your people don’t talk. But you do need to make sure that they are able to log in if you have a community, or if they’re able to access your digital property if you just have it as your product.
Shane: And if you have content like courses and trainings, then part of your on boarding sequence is, “Hey, have you taken this training?” Or there is even ways to track what they have done in your membership, and further down the on boarding sequence, it can say, “Hey, you did Video 1. Here’s Video 2.” Or, “Hey, have you done Video 1? If you have, come see Video 2.” But don’t get carried away. An on boarding sequence is, what? I mean, it just depends on the niche.
Jocelyn: Yeah, we have about three to four e-mails, usually. You can start to add to it later, if you want to do that. But just to get people in, show them how to download, or how to log in and show them kind of a few next steps to do. That’s really all you need to do in an on boarding sequence.
Shane: And remember, your on boarding sequence is designed to improve retention. People who don’t get involved don’t stay customers. So, use your on boarding sequence, use that Thank You page, get people involved, and they’ll keep paying you month after month after month after month. Okay?
All right, great question, Laura. We appreciate that. If you would like to ask us a question and be featured on a future Q&A with S&J, then all you have to do is support us on Patreon. Go over to patreon.com/flippedlifestyle, and check out the Flipped Lifestyle Podcast on iTunes. And maybe we will feature you on another Q&A.
Alright, we’re going to go deposit checks because that’s very fun. See you guys.
Shane & Jocelyn: Bye!
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