Work Better Now

BACKGROUND

Introduce your business and what you do there.

I’m the owner of a massage therapy company. I’ve been a massage therapist for many years, and I started this company seven years ago. Our vision for our therapists and clients is about empowerment and how we can make them feel more equipped.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Work Better Now?

The company grew to a point where we needed more support. Six months ago, I was managing the company and working on our call center answering all the questions, so I knew it was time to bring in an assistant.

SOLUTION

What was the scope of their involvement?

Initially, someone from Work Better Now set up Zoom calls to interview three people to cover Monday through Friday, eight hours a day. We could take people from whatever time zone we needed, so we let them know that we wanted someone in the Central or Eastern time zone. We interviewed the candidates and found someone in South America that was a great fit.

Work Better Now provides her as our virtual assistant. I’ve trained her to take care of 99% of the tasks that used to fall on me. She’s in charge of 4–5 weekly tasks and a hefty monthly task. Additionally, she offers advice on how to add or bring together other things.

What is the team composition?

We work with a project manager and our virtual assistant.

How did you come to work with Work Better Now?

We looked at the difference between having somebody in our area or making it virtual, and virtually made a lot of sense in terms of flexibility and skill set. We knew another company that used Work Better Now, and they were a perfect fit for us.

How much have you invested with them?

So far, we’ve spent $22,000.

What is the status of this engagement?

We started working with them in May 2022, and our relationship is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

When people call our call center, they ask high-level questions, but Work Better Now’s assistant can step in as the middle person and handle 90% of those tough questions. Sometimes I have to step in, but she’s been a great addition. I used to handle 80% of the tasks, and now I only have to do about 20% of the work.

She’s also created about 20 templates of communication so we can respond to clients and have an easier conversation flow. Overall, she does a great job.

How did Work Better Now perform from a project management standpoint?

She uses our booking software and is comfortable with Google products. We email back and forth about every six weeks and do Zoom calls 2–3 times a week, depending on our needs. Additionally, we text throughout the day and do a phone call once a day.

What did you find most impressive about them?

They provide excellent people for full-time jobs. Moreover, their biggest selling point is that they can help us find someone to replace our assistant if she ever decides to work for somebody else.

Are there any areas they could improve?

I wish they had a component to hire part-time workers. We’ve had such a good experience with them that we’d want to hire someone for 20 hours a week, but they don’t do that.

Do you have any advice for potential customers?

Overall, the best thing you could do is help the person coming in see how important they are. Spend time slowly building out the new virtual assistant into your vision. I worked double days for about two weeks to give her the overall vision of our company and dwindle it down to our direct needs. Then, we shared with her how vital she was, so it was clear and easy for her to see that she needed to step up.