Deliberate Practice 5

What I like:

Empathy – “I’m sorry to hear about your difficulties”
Good step by step instructions
Good bento box communication

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Deliberate Practice for Tomorrow:

“You may want to contact your developer who set up your WordPress site.” – It’s important to remember that a lot of Thrive Themes customers will have set their websites up themselves. Part of the benefit of using the combination of WordPress and Thrive products is that you can set up a website without the help from a developer.

Combined with the fact that the customer is having difficulty installing a recently purchased product of ours, means that we should really try to go above and beyond in helping the customer.

Suggesting that they contact a developer should really be a last resort if there’s something that we absolutely can’t help with or if the customer is asking for some customization that is out of the scope of the support that we offer.

Going forward, always try to think of all the possible steps that we could take to help the customer, even if the right solution doesn’t appear to be within reach. Even working with the customer to find a solution (or at least some kind of workaround) will show the customer advocacy and that you won’t leave them out to dry at the slightest problem.

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An example of an ideal reply might look like:

“Hello Andy,

I’ll provide a fix for the upload problem and then I’ll give you some steps that you can use to get your landing page up and running in record time.

Firstly, regarding the error…

This usually occurs when the size of the plugin is too large for your web host to upload.

There are two workarounds for this:-

Upload the plugin via FTP. We have a step by step instruction video about this here:- https://thrivethemes.com/tkb_item/how-to-upload-a-plugin-via-ftp/
Upload the plugin via cPanel and File manager. Here is the step by step guide to follow to do this:- https://roadtoblogging.com/cpanel-file-manager-wordpress/

It doesn’t matter which method you choose – they are both equally effective.

If you are struggling with these two options then please attach your FTP details and we will connect to your server and upload the files for you.

Now let’s talk about creating the lead capture page. Here are the steps to follow:-

In your WordPress admin, create the WordPress page where your landing page will be displayed. Please note that landing pages only works on pages and not posts.
When you’re editing the page, you can launch Thrive architect by clicking the “Edit with Thrive Architect” button. https://cl.ly/3c3G293T3E3M
Once you’re in the editor, you can then load a landing page template. Watch the video called “Loading a Landing Page” in our Architect quick start guide for a walkthrough:- https://thrivethemes.com/thrive-architect-tutorials/

By now, you should have a landing page template loaded.

Your final steps are to connect the lead generation form to your autoresponder. Here is a great video that walks you through the entire process:- https://thrivethemes.com/tkb_item/how-to-use-the-lead-generation-element-2/

The whole process should only take five to ten minutes. If you have any problems, reply to this email and I’ll help you out!

Good luck with the new site!
Speak soon,
Paul”