Getting Started

Welcome!

Hey there! If you're reading this, that means you are responding to support inquiries for the Land Geek.

This guide is here to help you response to messages coming from our customers. We'll walk you through how to to categorize the ticket and action it appropriately.

General Guidelines

Response Time

We always want to respond to our customers as quickly as possible, and we strive for an average response time of under 24 hours.

The Land Geek Voice

The voice of The Land Geek, specifically of the customer support team is friendly, helpful, and a little bit geeky. We are here to help customers achieve their goals with our products and coaching opportunities.

We want to be quick to help our customers, unblock them, all so that they can focus on building their land investing business.

When their experience is less than perfect, we do our best to turn that experience around through empathetic, thoughtful, polite communication. We want to recognize their poor experience and do our best to turn it around.

Formatting

We begin every customer support email with...

Hi [CUSTOMER FIRST NAME],

and we end every customer support email with...

To Engineering Your Success, 
[YOUR FIRST NAME]

Personalization

We use templated responses to make sure we are consistent in our course of action and tone. We also use them to provide efficient service.

With that said, we ask that you personalize the response to the customer's inquiry. We want to make sure that each customer has a personal and tailored experience with The Land Geek.

Please make sure to thoroughly read the customer's inquiry using templated responses as your guide. Then, craft a personalized and thoughtful response that follows The Land Geek's voice and processes.

Stuck?

First, review the resources available to you including:

• This guide
• The Land Geek website - https://www.thelandgeek.com/