Improve Member Loyalty with CourtReserve’s NEW Patch Retention Integration

(0:04) hi everybody Welcome to the webinar
(0:06) we’re excited you’re here today uh we
(0:08) are going to get started here in about
(0:10) what 60 seconds so um we’ll uh we’re
(0:13) excited we’re seeing a lot of people
(0:15) come in we had gosh about 300 people
(0:19) register today we’re excited for the big
(0:21) crowd we’re excited to take your
(0:23) questions so as people filter in here
(0:24) over the next couple minutes we’ll be on
(0:26) camera be able to see that slide um
(0:29) we’re excited that Ashley’s here from
(0:30) Court Reserve um so you’ll be able to
(0:33) see us in our uh in our natural habitat
(0:36) here for the next 30 seconds or so as we
(0:37) get started so I’m going to go on mute
(0:39) for just a second and then we’ll get
(0:40) started shortly
(1:14) all right everybody let’s get started
(1:16) thank you for uh joining us today we’re
(1:18) excited you’re here we’ve got a really
(1:20) big crowd and people are still filtering
(1:21) in what we find with these is people
(1:24) usually uh you know will filter in over
(1:26) the first few minutes but we’ll get
(1:27) started and start on time we’ll try to
(1:29) keep keep this relatively short and get
(1:31) you back to the rest of your day we know
(1:32) that’s important you’re busy and uh but
(1:35) we’re really excited for this so uh
(1:38) today we’re going to talk about the
(1:39) patch Court Reserve integration we’re
(1:41) going to explain to you what it is what
(1:43) it does how to use it how to get signed
(1:45) up and we’ll explain a little bit about
(1:47) uh about patch for you a few
(1:49) housekeeping items before we get started
(1:52) um we really do want you to ask
(1:54) questions so on your uh screen there on
(1:56) your go to webinar screen you’re going
(1:58) to see a little question area you’re
(2:00) going to see a little chat area you can
(2:02) ask questions in either of those we’ll
(2:04) see them we’ll address them as we can as
(2:07) we go through but we’ll probably address
(2:09) most of them frankly towards the end
(2:11) just maybe they’ll flow a little better
(2:13) that way so um uh but please ask
(2:16) questions there we’ll try to get to as
(2:17) many as we can the presentation itself
(2:20) we’ll try to be quick with 20 25 30
(2:22) minutes and then take whatever time we
(2:24) need for your for all your questions um
(2:26) the second thing we I know we’re going
(2:27) to get asked about is uh is the
(2:30) recording we’ll make the recording
(2:31) Available to You Court Reserve is going
(2:34) to put it I think on your YouTube
(2:35) channel right Ashley um which is awesome
(2:38) and then we’ll send it out probably in
(2:40) about a week week and a half via email
(2:42) um and then we’ll have team members who
(2:44) will reach out with the recording
(2:45) personally as well so we’re excited
(2:48) you’re here today so first of all let’s
(2:49) do introductions Ashley let’s start with
(2:52) you you are a co-founder at court
(2:54) reserve and you wear so many hats I love
(2:58) it so much just tell us a little bit
(3:00) about yourself about court reserve and
(3:02) about you well hello thank you so much
(3:05) for having us uh so Court Reserve we
(3:08) turned eight years old this past year so
(3:09) we’re going on nine years uh you know if
(3:12) you guys are familiar with court Reserve
(3:14) you know that everything we do is about
(3:16) what the club the facility needs and
(3:18) this isn’t just for pickle ball this is
(3:20) for pickle ball tennis padel badminton
(3:22) whatever you need because this is really
(3:25) an integration that you guys have been
(3:27) asking for and instead of Court Reserve
(3:29) taking the time to build it um we know
(3:32) that the patch team has built a
(3:34) phenomenal product for you to review and
(3:36) see if this is what you’ve been looking
(3:37) for for member attention Outreach
(3:41) communication special events so I’m
(3:44) really excited for you guys to see this
(3:46) Tim and I have been using this at Old
(3:48) Coast pickle ball for several months now
(3:50) and we have seen some results and so I
(3:53) know that McKay and the team at patch
(3:55) they’re going to go through um a lot of
(3:57) information today and just know that
(3:59) we’re here for you you and we’re excited
(4:00) to be here yeah awesome that’s great
(4:03) great introduction um and then my name
(4:05) is McKay Allen I’m the CEO at patch um
(4:08) and you know just to reiterate what
(4:10) Ashley said we are so excited for this
(4:12) integration for this partnership as
(4:14) we’ve gotten to know the court Reserve
(4:15) team over the last couple months as
(4:16) we’ve built this and worked with them
(4:18) they’re awesome they’re great people and
(4:21) um that makes a partnership like really
(4:23) fun when you’re working with good people
(4:24) and then the technology piece I I think
(4:27) Ashley said it really well like we’re
(4:28) dedicated to making sure this works for
(4:31) your businesses and um we’re learning
(4:33) stuff along the way like we were talking
(4:35) just before we went live here just about
(4:37) some of the things we’ve done during the
(4:39) onboarding process to try to make it
(4:41) simpler make sure people are engaging
(4:43) with the products so we’ll talk about
(4:45) that today um so let’s Dive Right In
(4:47) here and talk about what we’ll discuss
(4:48) on the webinar so first thing
(4:50) introductions we did that already we
(4:51) just knocking things off here um why
(4:54) this integration we’ll do an overview of
(4:56) what the integration does um I’ll do a
(4:58) few slides just explain who patch is um
(5:01) what we do who we are we’ll talk about
(5:04) how specifically some clubs are using
(5:06) the integration and then we’ll do Q&A um
(5:09) so again I’m seeing uh some questions
(5:11) pop in already which is awesome so keep
(5:13) those coming um okay why this
(5:15) integration um let me share this from
(5:17) the patch standpoint and then actually
(5:19) maybe you can just take a second and
(5:20) tell us why this integration from the
(5:22) court Reserve standpoint as well so from
(5:25) the patch standpoint and you’ll see this
(5:27) as we dive in our system is really
(5:30) really powerful when we have things like
(5:33) transaction membership and and Revenue
(5:36) data um when we’re able to capture that
(5:39) data man our system can do some really
(5:41) cool stuff with triggering texts and
(5:44) emails and full automations based on
(5:47) that data it becomes really powerful and
(5:50) when you’re a hammer and you’re trying
(5:51) to trigger cool automations and texts
(5:53) and emails everything looks like a nail
(5:56) and so when we talk to court Reserve
(5:58) about this initial my first thought was
(6:00) like holy cow imagine the cool things we
(6:03) can do for these businesses if we have
(6:05) this data that Court Reserve already has
(6:08) and that’s why we were really initially
(6:10) excited about this integration and then
(6:12) the other thing that we learned really
(6:13) quickly and there’s this sense I think
(6:16) in the industry that this industry is
(6:19) like because of of how new um you know
(6:24) many of the businesses are there was
(6:26) this sense of like gosh there’s not a
(6:28) lot of like technology
(6:30) that are pouring into this industry that
(6:32) are ready to serve these businesses and
(6:34) so I think that’s why the court Reserve
(6:36) patch marriage was such a good match is
(6:38) we’re both dedicated to you know seeing
(6:41) businesses in this space succeed so for
(6:43) us that was an no-brainer um as from
(6:46) your standpoint why was this integration
(6:47) important well I’ll just tell you from
(6:50) you know Tim and I of course we we have
(6:52) court Reserve so everything we build is
(6:54) from our customer feedback but from an
(6:57) old Coast pickle ball perspective
(7:00) so now I’m a I’m a business owner I’m a
(7:02) director of a club I’m in a facility I’m
(7:05) opening my doors and now I’m using Court
(7:09) Reserve but of course Court Reserve
(7:11) doesn’t have the ability to Auto send
(7:14) out something when you know Bob comes to
(7:18) my pickle ball club for the very first
(7:20) time I want to make sure Bob comes back
(7:22) I want to make sure Bob signs up for all
(7:24) the open plays the round Robbins I want
(7:27) to know when Bob’s birthday is I want to
(7:29) know if Bob hasn’t been to the club
(7:31) lately so yeah you can go in court
(7:33) reserve and you can pull out data right
(7:35) but there’s no automated data to keep
(7:38) pulling at Bob to let him know that we
(7:40) want him back so from just Tim and I our
(7:43) standpoint of being club Owners or Club
(7:45) directors we needed a way to do that
(7:48) Outreach to trigger things like that to
(7:51) I mean everybody if you know Tim he
(7:53) loves Automation and data right so when
(7:56) we found out about patch we knew from
(7:59) our standpoint from being the the people
(8:01) who were paying the light bill that we
(8:03) needed to know when these customers were
(8:05) going to come back through the door and
(8:06) try and drive that in engagement and
(8:09) that interaction with them so when when
(8:11) we get through a couple more slides you
(8:13) guys are going to see wow this is
(8:15) exactly what I’m looking for because now
(8:17) what we’re seeing at Old Coast pickle
(8:19) ball is that these Journeys are written
(8:21) and So based upon the activity of the
(8:24) player now these Journeys will continue
(8:27) to let us know how often Bob’s come into
(8:29) the club how much you know if we need to
(8:31) send Bob a discount to lure him back in
(8:34) those are the kind of things that Tim
(8:35) and I were excited about for our own
(8:37) club and I know that a lot of our other
(8:39) clubs will be excited to to learn about
(8:41) this as well awesome love that so let’s
(8:45) get down to the Brass tax what will the
(8:46) actual integration do and then what can
(8:48) you do with it so essentially and I’m
(8:51) I’m like the the folks that are more
(8:53) technical on the call who who helped
(8:55) build it are going to be like geez he
(8:56) really was high level with this but
(8:58) basically it’s sending contact
(9:01) information from Court Reserve to patch
(9:03) so your customer’s name phone number you
(9:06) know email that kind of stuff but also
(9:08) and most importantly things like
(9:09) membership data and transaction
(9:11) information so we’ll be able to know
(9:13) based on the information Court Reserve
(9:15) ascending patch um if they’re a member
(9:19) if they’ve attended classes and lessons
(9:21) um if they have spent money while
(9:23) they’re on site and with those pieces of
(9:27) information you can then then trigger
(9:30) texts to be sent to them like Ashley was
(9:32) saying you can trigger emails to be sent
(9:34) to them you can actually start a loyalty
(9:37) program within our system within patch
(9:39) you could create really basic or more
(9:42) complex automations based on these
(9:45) triggers right so you can say okay if
(9:47) someone has not spent money in the last
(9:49) 60 days I want to send them an email and
(9:52) three days later I want to send them a
(9:54) text and if their expiration for
(9:57) membership is coming up I want to send
(9:58) them a text and then two emails those
(10:01) are the types of things that we’re
(10:03) seeing that uh that businesses are doing
(10:06) with the integration right now you could
(10:08) also follow up after a class or a
(10:10) tournament um and try to get them to uh
(10:13) do the next thing the next logical class
(10:16) or become a member or upgrade their
(10:18) membership however your business is
(10:19) structured those are the types of things
(10:22) that you can build uh with patch and
(10:24) with with core Reserve um so to
(10:27) reiterate contact tax revenue bookings
(10:30) check-ins all of that is syncing from
(10:32) Court Reserve to
(10:33) patch um we also can help you get
(10:36) opt-ins for texting or for email we can
(10:39) help you create forms so you can put
(10:42) those forms on your website and get paid
(10:44) at or for paid ads to get them into the
(10:46) club and then um build help you build
(10:49) automation so like I mentioned
(10:51) membership expirations one of the really
(10:53) popular ones is to get people to leave a
(10:54) Google review after they leave for
(10:56) example or people to um a send them an
(10:59) email or a text or both on or around
(11:02) their birthday so things like that are
(11:04) things that we’re seeing really
(11:06) successful uh so far uh that clubs are
(11:09) using anything to add on all that Ashley
(11:12) no I think it’s important any anything
(11:14) you can automate that way you can do the
(11:17) other 14 jobs you need to do that day
(11:19) right you’re on the court you’re clean
(11:21) in the bathroom whatever that looks like
(11:24) this just really helps manage your time
(11:27) and make better business decisions based
(11:29) on what you see here love
(11:32) that okay this I think is really
(11:34) important to know so um couple questions
(11:37) I’ll is um you know is this part of
(11:41) Court Reserve or is patch like a
(11:43) separate product company how does that
(11:46) work and how do I get signed up for both
(11:48) so just to be super clear um patch and
(11:51) Court Reserve are still separate
(11:53) companies you’ve got to be a customer of
(11:54) both to use this um so you’re a court
(11:58) reserve customer we’ll work with you to
(12:00) get signed up for patch um for our our
(12:03) our pricing we have a discount if you’re
(12:05) a court reserve customer and then once
(12:08) you’re signed up for both within Court
(12:11) Reserve you go back into your settings
(12:14) go to add-ons and you’re going to see
(12:16) patch retention is the little uh little
(12:18) circle on the far right and then our
(12:20) team will help you connect the two
(12:22) systems on that initial call and then
(12:25) data will start to flow so it’s it’s
(12:27) fairly simple we’ll help you will walk
(12:29) you through it and within one call once
(12:33) you’re a customer probably on the first
(12:35) onboarding call we’ll make sure the two
(12:37) systems are talking and data starts
(12:39) flowing um and I just huge compliments
(12:42) to the court Reserve team who’s made it
(12:44) like really simple with just the patch
(12:46) retention logo right there in the
(12:48) add-ons functionality in the add-ons
(12:50) area so um and then on the back end of
(12:53) uh of patch you can see the exact same
(12:55) thing like this is where you actually go
(12:57) to connect the two and again help you do
(13:00) this um on the back end during that
(13:02) first onboarding call as
(13:04) well anything to add there Ashley yeah
(13:07) so if you guys after this call today uh
(13:10) what you’ll need to do is we’ll need to
(13:12) get you on an onboarding call with patch
(13:14) first to go ahead and we’ll need to
(13:16) you’ll you’ll just easily be able to go
(13:18) into court reserve and under add-ons
(13:20) like you always do with other
(13:21) Integrations and click that on so that
(13:23) you’re ready to go um and again if you
(13:25) have additional questions that are
(13:27) specific to patch the patch team is
(13:29) probably best to answer those um but if
(13:31) you do come into court Reserve live chat
(13:33) then we can certainly get you connected
(13:35) with the patch team after today’s call
(13:36) as well that’s right yep we’re connected
(13:40) with the with the court Reserve team and
(13:42) so we’ll make sure that we’re able to
(13:43) answer questions you have but just to
(13:45) reiterate you would need to be a
(13:47) customer of both patch and Court reserve
(13:50) for the integration then to work and for
(13:52) you to start seeing the benefit all
(13:54) right why don’t I walk you through what
(13:56) patch is what patch does um at a high
(13:59) level and then we’ll kind of go through
(14:01) that may answer more questions as well
(14:03) and we’ll kind of walk through the
(14:04) integration in that context and then uh
(14:07) talk talk to you about how customers are
(14:08) using it and then take your questions so
(14:11) about patch what do we do what do we
(14:14) focus on first is customer retention you
(14:17) have a database you probably have
(14:19) members part of our job and the most
(14:21) important part of it is to help you
(14:23) retain those customers and those
(14:26) members second is new customer
(14:28) engagement engagement third is new
(14:30) subscriber list growth and then fourth
(14:33) is to save you time like the goal once
(14:36) everything is set up is for you to set
(14:38) some of these automations and forget
(14:40) about them and they run in the
(14:42) background forever and you just get
(14:45) revenue from the from the automations
(14:47) that run and that’s really powerful and
(14:50) that’s what we’re hearing by the way um
(14:52) from the court Reserve customers that
(14:53) are signing up so far the biggest thing
(14:56) that we’ve seen and this is why we went
(14:58) with the name patch is every single
(15:02) business has a leaky bucket you’re
(15:04) losing members it depends on the we as
(15:07) we’ve dug in a little bit we are
(15:09) learning like it wildly varies in terms
(15:12) of how much membership churn you’re
(15:14) seeing every year but every business
(15:16) sees membership churn and sees customer
(15:18) churn people who came to your Club a
(15:21) year ago eight times over the year some
(15:24) of them probably only came two or three
(15:25) times this year so our John is to help
(15:29) identify the leaks help you patch that
(15:31) bucket and then reinforce uh that bucket
(15:35) so part of the way we do that is we use
(15:38) what’s called rfm analysis to help you
(15:40) segment your customers so things like
(15:42) recency frequency and monetary and then
(15:44) we categorize your customers into
(15:46) buckets like are they loyal are they at
(15:49) risk are they new are they promising or
(15:52) are they already
(15:53) lost and once we’re we’ve determined
(15:56) what those buckets look like based on
(15:58) the data that comes from Court Reserve
(16:00) we then able to help you um attack and
(16:04) and really focus on those customers to
(16:07) move them up into different categories
(16:09) so you’re going to see dashboards about
(16:12) which things are working the best our
(16:14) texts working the best our emails our
(16:17) automations which are actually producing
(16:19) the most revenue for you and for your
(16:22) business will help tell you how many of
(16:24) your customers are are lost and what
(16:27) that Revenue opportunity could be if if
(16:29) we could recapture that that’s important
(16:31) as well and then this is I think really
(16:33) interesting this was some
(16:35) data um that I think changed my view a
(16:38) little bit on on our
(16:40) customers sometimes if members cancel if
(16:43) they let their membership lapse um or if
(16:46) they just stopped coming to your club we
(16:48) think ah they went somewhere else or
(16:50) there wasn’t enough value or they had a
(16:51) bad experience the bathroom wasn’t clean
(16:53) whatever it was sometimes that’s the
(16:56) case but most of the time it’s because
(16:59) they just haven’t thought about you
(17:01) you’re just not top of mind and that is
(17:05) the biggest thing we can help with is
(17:07) keeping you top of mind so the members
(17:10) continue to show up and pay their
(17:12) membership fee and for those who aren’t
(17:14) members to transition to a membership
(17:16) model or just keep coming and paying on
(17:18) a single play basis so how do we help
(17:21) with that um we will help you um build
(17:26) some of these
(17:27) automations so you can actually engage
(17:31) with these members and with these
(17:32) customers so for example these are just
(17:34) some
(17:36) examples um if someone’s been a member
(17:38) for a
(17:39) year you could say Okay I want to set up
(17:42) an anniversary automation so a year
(17:45) after they signed up for their
(17:46) membership I want to send them an email
(17:49) and a text great that’s easily set up
(17:52) within our system if they’re already
(17:55) lost if they’re a lost member they
(17:57) haven’t been in a year let’s say
(17:59) you could set up a lost campaign that
(18:02) says okay if they haven’t been in a year
(18:04) they’ve lost their membership I want to
(18:06) send a text then I want to send another
(18:08) text or if they’re not opted in for
(18:10) texting I want to send two
(18:12) emails so there’s just kind of an
(18:16) infinite number of ways that you can use
(18:18) this based on their behavior and based
(18:22) on if they are engaged based off if
(18:24) they’re not engaged to make sure that
(18:27) you’re staying t top of mind uh for them
(18:31) one of the most effective use cases
(18:33) we’ve seen so far is a lot of the pickle
(18:35) ball clubs that have and and clubs of
(18:37) all types that have signed up so far
(18:40) have done a welcome
(18:42) campaign so they have said okay someone
(18:45) signed up as a new member or they’re
(18:46) visiting for the first time they’ve
(18:49) actually signed up we will send them an
(18:53) email a text another email another text
(18:56) and get them in a welcome campaign that
(18:59) has been really really effective to this
(19:01) point you can also build even more
(19:04) sophisticated campaigns if you want to
(19:07) so you could say Okay somebody who is
(19:09) new I want to try to get them into the
(19:11) loyal
(19:12) category and I want to send a text and
(19:16) then an email and then 23 Days Later
(19:18) another text and another email and with
(19:21) a a customer in the industry what we
(19:23) found is that 58% of the time when they
(19:27) engaged with someone that was in the the
(19:28) new or promising categories they became
(19:32) loyal after getting into the campaign
(19:35) after going through the campaign that
(19:37) that was
(19:38) built um for returning customers you can
(19:41) ask for reviews so probably the most
(19:43) simple automation to start out with is
(19:47) once they have have shown up is to the
(19:50) next day or the day of send a text
(19:53) asking for a Google review that works
(19:56) really well also asking for referrals
(19:59) from their friends or for their friends
(20:02) and then they show you the text they
(20:04) show you they’ve done that when they
(20:05) arrive the next time and you give them a
(20:07) discount on single play or something so
(20:09) we have customers using that
(20:11) functionality as well which is really
(20:13) powerful um I mentioned the Google
(20:15) review campaign this is one that is
(20:17) really
(20:18) effective um so once they show up we
(20:22) wait 10 minutes we send a text how did
(20:25) we do we have one customer who’s tripled
(20:28) their Google reviews in 60 days doing
(20:30) this just a very basic campaign the
(20:34) thing that’s cool with this is the texts
(20:36) associated with the Google reviews have
(20:38) a 98% open rate and then here’s the
(20:41) other cool thing that third bullet point
(20:42) on the screen there if someone says they
(20:45) like you it’s the text will say if you
(20:49) loved us click here if you didn’t like
(20:51) us leave us feedback so they click on
(20:54) the link if they liked you and that
(20:55) takes them to Google the one that uh
(20:58) where they don’t don’t like you if they
(20:59) had a bad experience that goes directly
(21:02) and only to you so you’re we’re trying
(21:05) to help you filter the good reviews and
(21:07) the bad reviews
(21:09) out and then if somebody’s lost or they
(21:12) haven’t been in in some time and by lost
(21:14) I mean maybe they’ve let their
(21:15) membership lasts or or perhaps they
(21:17) haven’t been in six months whatever it
(21:19) is you can do some winback
(21:22) campaigns and and try to send them
(21:25) emails or texts to get them to come back
(21:27) with discounts with reminders things
(21:30) like that that will engage them and
(21:32) we’ve seen clubs that have had massive
(21:35) success doing this so
(21:37) far um this is a more complex one that
(21:40) came from the industry so getting at
(21:43) risk customers to engage so these are
(21:46) customers who hadn’t been I think in
(21:47) this case it was like six
(21:49) months and they were able to send a text
(21:52) then what is that 7 Days Later send
(21:55) another text another 7 Days another text
(21:57) another s days another text and 40% of
(22:00) those that were essentially gone
(22:03) re-engaged and spent money at the
(22:05) business again so there’s real world
(22:08) success here that we’re seeing which is
(22:10) pretty
(22:11) powerful um Ashley anything you want to
(22:14) highlight there before I jump into kind
(22:15) of another aspect of patch uh but
(22:18) anything about those automations that I
(22:20) should I should add on or answer
(22:22) questions on here well no I guess I want
(22:25) to make sure that folks understand you
(22:27) know patch still still has to honor you
(22:29) know if someone unsubscribes from you
(22:32) know text or email you know we’re not
(22:34) going to continue to you know they won’t
(22:36) continue to send just like we do in
(22:38) court Reserve um we’re not you know
(22:41) they’re not going to go after you know
(22:42) they’re not sending things to your
(22:44) customers unless you guys have built the
(22:46) automation so there’s nothing in patch
(22:48) that’s GNA go Rogue and you know send
(22:51) your customer stuff without you guys
(22:53) building it and knowing about it so this
(22:55) is just know that you know a lot of
(22:58) times people are asking for this in
(22:59) court reserve and so it is a function
(23:01) now that we have um and I would also say
(23:04) one of my favorite things that Tim and I
(23:05) have gone through especially at Old
(23:07) Coast is looking at the revenue per
(23:10) player in a span of time so it’s great
(23:13) to see your top players maybe you make
(23:16) those special members at your club or
(23:18) coordinators or you know those are your
(23:20) most valuable people those are the
(23:21) people that are probably bringing other
(23:23) people to your Club so being able to
(23:25) identify those top players at the club
(23:28) who spending more money than anybody
(23:29) else or spending more time is Super
(23:32) valuable to you as a club owner or
(23:34) director because then you can take that
(23:36) data reward those people or make them
(23:39) your ambassadors at your club and I just
(23:41) wanted to mention that because that’s
(23:42) been really effective for us I love that
(23:45) that’s really cool and the thing that’s
(23:47) cool with with what Tim and Ashley have
(23:49) done is because they own old Coast
(23:52) they’re they’re such experts in the
(23:54) space right so we’ve taken a lot of cues
(23:57) by what they’re doing in patch to to
(23:59) help build some templates for the other
(24:02) businesses that are joining um that’s
(24:04) been super helpful and then two qu we’re
(24:06) getting a ton of questions which is
(24:07) awesome I see them Jen Wendy Alex Amy
(24:10) Wendy again Michael I see them all we
(24:13) will get to them I promise um but two
(24:15) questions I want to hit right here the
(24:16) first one is how does the texting work
(24:20) like are they going to think it’s from
(24:23) patch or they going to think it’s from
(24:24) your
(24:25) business um you’ll have dedicated either
(24:28) local or toll-free numbers that you can
(24:30) use for texting through patch so they
(24:33) they’re from you like they’re not from
(24:35) us so you are sending those texts from
(24:38) your business they’re regular phone
(24:40) numbers they’re not like the five-digit
(24:41) short code things those weird ones you
(24:43) see um they’re regular numbers they’re
(24:47) just it’s just like their mom texted
(24:48) them or whatever so those those show up
(24:51) as regular text and they’d be from you
(24:53) you you know you’d say hey it’s from you
(24:56) know business whatever your name is and
(24:58) to be from you so so they won’t think
(25:00) it’s from patch um and then Ashley
(25:03) brought up something really important
(25:04) which is we will never like this is your
(25:09) system right so we’ll help you set it up
(25:12) we’ll help you with like hey these
(25:13) templates and these types of things are
(25:15) working really well in the industry but
(25:18) like we’re never going to send anything
(25:20) like we’re not an agency right so we’ll
(25:22) never send anything for you um you send
(25:26) when you want to send you start the
(25:27) automation you want to start will help
(25:30) you of course but yeah don’t don’t worry
(25:32) about us like going rogue like that we
(25:35) we have no interest in doing that so we
(25:37) won’t do that um all right why do
(25:40) reviews matter I’ve mentioned reviews I
(25:42) just want to highlight this
(25:44) so
(25:46) 93% of consumers use reviews as their
(25:49) first step in choosing where to purchase
(25:50) something where to spend their time
(25:52) particularly when they’re trying to
(25:54) determine where to spend like their
(25:56) their discretionary or Le your income
(26:00) and that’s why getting reviews really
(26:02) matters a lot so we can help you with
(26:04) that they’re looking for things like
(26:06) quantity they’re looking for new reviews
(26:08) so you can’t just say okay we’ve got a
(26:10) 100 reviews we’re done getting reviews
(26:12) for our natural life you can’t do that
(26:14) you have to continue to get new reviews
(26:16) and we can help you with that I think we
(26:18) showed that that one customer in the
(26:20) industry that’s tripled their reviews in
(26:22) 60 days using patch which I think is
(26:24) really important the other thing that we
(26:27) offer and we’re actually seeing a lot of
(26:29) customers do
(26:30) this is we can help you put a little
(26:33) widget on your website that will
(26:36) instantly um pop up when someone enters
(26:38) your website if you want it to and
(26:41) engage with them they put in their
(26:43) information and suddenly they’re texting
(26:45) with you so it it transitions like a
(26:48) traditional web chat into an actual
(26:51) texting back in fourth with you in a
(26:53) onetoone basis and that is really cool
(26:57) and you will see leads increase from
(27:00) your website if you do that um your
(27:02) customers will want to communicate with
(27:04) you in that way more than they’re going
(27:05) to want to call you or fill out a form
(27:07) on your website like that’s how they’ll
(27:09) want to contact you so that is something
(27:11) that that is part of this as well we
(27:13) also offer things like checkins um you
(27:16) can have people check in you can also
(27:18) have people fill out forms I think
(27:20) that’s really important we can help you
(27:21) build forms for your
(27:23) website um and then this is just kind of
(27:25) a highlight of everything that is is
(27:27) coming with platform so
(27:30) email you can send emails to segments to
(27:35) your whole list to anybody you want you
(27:39) can use patch as your email
(27:41) platform you can also use patch as your
(27:44) texting platform so whether it’s
(27:46) onetoone texting or texting like large
(27:48) groups of people we had a couple of
(27:50) early adopters who were signed up in
(27:52) December and they actually sent out um
(27:55) text messages to Big segments of their
(27:58) list um right before Christmas and did
(28:01) holiday specials and saw massive massive
(28:05) increases in membership from doing that
(28:08) um we showed you the journeys the
(28:10) automations that you can do you can
(28:12) build rewards programs you can build
(28:14) Google reviews programs the text Chat
(28:16) thing that that texting widget I just
(28:18) showed you and then also ask for
(28:20) referrals and the the DAT I showed you a
(28:22) little while ago all those things are on
(28:24) on patch and you get as part of this
(28:27) integration which is really cool um okay
(28:30) let’s just go through just exactly what
(28:32) you get with the integration already so
(28:36) you can automatically sync your court
(28:37) Reserve data to
(28:39) patch will help you with things like
(28:41) lead capture and then you can do texting
(28:44) you can do email you can do automations
(28:46) things like hey your membership’s
(28:48) expiring soon your birthday’s coming up
(28:50) um you just had a class you just
(28:53) attended a
(28:54) tournament uh so there’s all sorts of
(28:56) ways you can build camp campaigns using
(28:59) patch um and we’re constantly like we’re
(29:02) working with the team at court
(29:04) Reserve to even get more specific data
(29:07) about like hey we can see that you
(29:08) attended a class we’re working with
(29:11) court Reserve to get the data for which
(29:13) class it was like the actual name of it
(29:16) so then you can even do more specific
(29:18) marketing to that that person if you
(29:20) want to as well um and then like Ashley
(29:23) said at the start it’s super easy to
(29:25) sign up um and and a simple process to
(29:28) engage with
(29:30) us so um with that why don’t we engage
(29:35) with uh some of these real businesses
(29:38) and show you how they’re using it right
(29:40) now and then we can take questions and
(29:41) go through everything that everybody’s
(29:42) asking which is awesome so first uh uh
(29:46) this one’s a pickle ball business that
(29:47) is based in Ohio how are they using this
(29:50) so they put texting on their
(29:53) website they have sent text and email
(29:56) blasts to their members and then they’re
(29:58) using basic automations so some auto
(30:02) replies for messages they’re also doing
(30:05) like hey you’re a new member welcome
(30:07) sort of those campaigns and then on
(30:10) somebody’s birthday they’ve sent a text
(30:12) on
(30:13) birthdays um and with that they produced
(30:16) about $20,000 in Revenue so far that is
(30:19) tied directly to those campaigns so
(30:21) that’s a huge deal for that business as
(30:23) you can imagine another one in
(30:26) Georgia um they are using text and email
(30:29) blasts most commonly and when I say
(30:32) blasts what I mean is basically you can
(30:34) go and say hey I want to send an email
(30:36) to people who um have been members for
(30:41) six months and send an email to
(30:43) everybody at the same time um or I want
(30:46) to send a text to people who have spent
(30:48) money in the last 30 days and send that
(30:51) text to everybody at the same time um
(30:53) they’ve also used texting on their
(30:55) website and then they use patch to
(30:56) actually help build their form
(30:59) and then for automations they’re doing a
(31:00) basic new member automation Journey a
(31:03) welcome Automation and a birthday
(31:05) Automation and they’ve produced about
(31:06) $11,000 in Revenue so far which is
(31:08) really cool so real customers using
(31:11) patch using Court reserve and using this
(31:13) integration are seeing like Real Results
(31:16) which is which is always so fun for us
(31:18) uh to see customers using the product so
(31:21) Ashley I just went there for about 15
(31:23) minutes uninterrupted so any any uh
(31:25) thoughts you have or anything things I
(31:26) should mention there before we dive into
(31:28) Q&A yeah lots of thoughts you know one
(31:31) of the things I’ll just say from my own
(31:33) experience in the beginning when we
(31:35) opened up our club now just because
(31:37) we’re a pickleball club we could have
(31:38) been a padel club or a tennis club or
(31:40) whatever yeah but when you when we
(31:43) opened up our club you know there’s a
(31:45) lot going on and then four months in
(31:48) there’s a lot going on and you may be
(31:49) having to change your business model
(31:51) change your programming change all of
(31:52) this but what I was doing is nights and
(31:55) weekends I was in Facebook and I was in
(31:57) Instagram and for those of you who do
(31:59) your own social media marketing some of
(32:01) you may hire that out some of you may
(32:03) not do it at all some of you may do it
(32:05) you know what you’re trying to do is
(32:06) you’re trying to drive initial interest
(32:09) in your facility whatever that looks
(32:11) like hey come by facility sign up for a
(32:13) free lessons free class beginner
(32:15) whatever but then you know it it takes a
(32:18) lot of time to create the graphics to
(32:20) create everything and I’m talking about
(32:21) just social media in in its how we use
(32:24) it today so if any of you are out there
(32:26) and you’re using this I was spending a
(32:28) lot of my nights and weekends trying to
(32:30) engage people to either come the first
(32:32) time to Old Coast pickle ball or at
(32:34) least come back come join us for this
(32:36) that’s what this automation does for you
(32:38) guys it really does save us time because
(32:42) now I can be focused on well of course
(32:45) Court Reserve but I can be focused on a
(32:47) lot of the other things that I have to
(32:48) do and when you set these automations up
(32:51) they’re going to do it for you once it’s
(32:53) just like a said it and forget it and
(32:55) that’s what it we’re always trying to
(32:57) help you guys manage your day better so
(33:00) you do have work life balance and you
(33:02) know and so again I just that that’s my
(33:05) biggest takeaway from what you said in
(33:06) the last 15 minutes is because I was
(33:08) able to kind of not have to be in the
(33:12) constant pulling of hey let me get some
(33:14) new people in the door or at least now I
(33:16) can get these return people in the door
(33:18) even if they’ve come to Old Coast
(33:19) pickleball one time love that that’s
(33:22) awesome you make such a good point so
(33:25) there’s like two ways you can you can
(33:28) engage with with with uh with patch like
(33:32) and be Hands-On keyboard on this right
(33:34) and and dive in so we have some
(33:35) businesses who are they’re in there
(33:38) every day they’re sending emails they’re
(33:40) sending texts like you can tell they
(33:42) love it and then you have others who are
(33:44) like look I just want to build out like
(33:46) some basic automations one time right
(33:49) right I want to send out a Google review
(33:51) request when somebody shows up I want to
(33:53) send a new I want to build like a a
(33:55) four-step new member welcome campaign
(33:58) I want to build out a birthday campaign
(34:00) and I want to send an automation to
(34:02) anybody who doesn’t show up for six
(34:04) months right and that’s it and I never
(34:06) want to log in again fine like cool that
(34:10) is totally fine both use cases are great
(34:12) so um we love that so let’s do this as
(34:15) let’s go through these
(34:16) questions um and go through as many as
(34:19) we can go through here in the next 20
(34:21) minutes or
(34:22) so and um and try to answer these as
(34:25) best we can so hopefully we answered
(34:27) some of the early ones on as we went
(34:28) through but we’ll just double check with
(34:30) everybody so um will this be part of
(34:33) Court reserver is this an extra cost we
(34:35) hit that one it is an extra cost patch
(34:36) is a different company so you’ve got to
(34:38) be a patch customer as well so um do and
(34:42) what does that involve basically like
(34:44) we’ll do a demo with you we’ll show you
(34:46) the product we’ll make sure you
(34:48) understand it that you want to do it
(34:49) we’ll make sure that pricing works for
(34:51) your business and um then you sign up um
(34:55) once you’re signed up you have an
(34:56) onboarding call with our team well there
(34:59) where they will help you actually like
(35:01) connect the court reserve and and Patch
(35:03) integration um so hopefully that answers
(35:06) that question Sarah ask will this be
(35:08) available in all regions yeah wherever
(35:10) Court Reserve is uh we’ll be there too
(35:14) um yeah everywhere should just I think
(35:17) I’m in everywhere which is great
(35:20) um let’s see Wendy asked kind of the
(35:24) same question is this part of Court
(35:25) Reserve no it’s separate separate
(35:26) business so it is a additional cost
(35:29) um Alex says will The Client see patch
(35:32) Court Reserve or our club is the one who
(35:34) sent like an email or text your Club
(35:36) completely your Club so imagine white
(35:39) labeled almost right white labeled yeah
(35:41) that’s right so it’s going to be a text
(35:43) from a number that that is associated
(35:45) with your business um it’s going to be
(35:47) an email from a domain that’s associated
(35:49) with your business so like yeah it’s
(35:51) from you you run it that’s
(35:54) all um
(35:57) Tim asks different Tim not your Tim
(36:01) Ashley thanks Ashley McKay we’d love to
(36:04) see some actual Roi metrics um since
(36:06) it’s been deployed at Old Coast good
(36:08) question I I don’t we didn’t go through
(36:10) that before this call but yeah what are
(36:11) you seeing so far in terms of like
(36:13) what’s what benefit is this producing
(36:15) for old Coast specifically Ashley yeah
(36:18) well I can say you know just the couple
(36:20) of things that we’ve set up uh we’ve
(36:22) already done the texting within the
(36:24) platform within our own website I’ve
(36:26) told you we already we’ve seen where we
(36:28) can you know locate which players are
(36:31) driving the most Revenue at our
(36:33) organization and making those kind of
(36:35) ambassadors or coordinators at our club
(36:37) um I can talk to Tim my Tim and ask him
(36:40) if there’s some specific metrics that we
(36:43) can show you guys and if you’re
(36:45) interested in seeing those metrics you
(36:47) guys can send me an email Ashley atcr
(36:49) reserve.com it’s not a problem um I’d
(36:52) love talking to all of our great
(36:54) Partners um and so send us an email can
(36:57) see what we can show you um just so you
(37:00) can see from beginning to end you know
(37:02) and what we’re using uh I I think that’s
(37:05) a great question actually and I wish we
(37:07) would about that today yeah yeah no
(37:09) that’s a great question the thing that’s
(37:11) cool so on the home screen when you log
(37:13) into patch once you’re a customer and
(37:15) you’ve started to send some stuff you
(37:18) actually can see um we call it
(37:20) conversion Revenue so basically it’s
(37:23) like okay for everything that you sent
(37:25) did did it actually produce Revenue
(37:28) and we’ve had some people like ask well
(37:29) how do you track that like what does
(37:31) that mean basically what we do is say
(37:33) look if you interact with a
(37:35) campaign um like if someone let’s say if
(37:38) one of your customers interacts with a
(37:40) text or an email and then they spend
(37:42) money with you in the next seven days we
(37:45) count that as like conversion Revenue
(37:47) that it’s associated with the campaign
(37:49) um is it perfect no but it it’s the best
(37:53) we could come up with to like try to tie
(37:54) it back to some action that they would
(37:56) have taken so
(37:57) good question um let’s see can we link
(38:01) this to our social media campaigns in
(38:03) some way great question currently no so
(38:06) we’ve actually had a couple people ask
(38:08) this recently is like could we link this
(38:10) to like a Facebook post or something
(38:11) could we post on Facebook with patch
(38:14) right now no we don’t we don’t do that
(38:16) it’s texting an email mostly
(38:19) um let’s see Josh asks is there a way
(38:23) for someone to fall off if they give if
(38:25) they’ given a review or would they keep
(38:27) getting the message with every visit oo
(38:29) really good question yeah so if they
(38:31) actually click on the review link you
(38:34) can actually build part of the
(38:35) automation to never have them get that
(38:39) campaign again so by clicking on the
(38:42) review link they would never get like an
(38:45) ask to leave a review again really good
(38:50) question
(38:52) um let’s see you know what I’ve actually
(38:56) logged in to patch for old Coast pickle
(38:58) ball and I’m happy we got real time here
(39:02) love it let’s go okay so but I can’t
(39:05) share my screen oh no you can’t can’t
(39:08) share your
(39:09) screen do you want screen or do you want
(39:11) to just tell us no like I mean sure I
(39:15) can just tell you because you won’t let
(39:16) me sh my screen so um so right now
(39:18) customer activity over the last 30 days
(39:21) um you can it’s a graph almost and what
(39:25) I can do is again if you sharing so you
(39:28) can share so the middle button right
(39:29) there you can share it let um it says
(39:33) you need to make me a presenter oh dear
(39:37) okay well now we’re testing my go to
(39:39) webinar expertise in
(39:44) real explain it yeah explain
(39:48) it
(39:50) see well I’ll just talk through in the
(39:53) last 30 days it shows that we brought in
(39:55) 77 new customers
(39:57) the revenue of that was
(40:00) $1,774 my returning customers is
(40:04) ,3 that revenue is over
(40:07) $22,000 it shows me that I’ve had zero
(40:10) loss customers in the last 30 days it
(40:12) shows me how many total contacts I’ve
(40:14) made in the last 30 days total sales in
(40:17) the last 30 days conversions and
(40:19) recaptured customers and also what our
(40:22) retention um percentage is as well um
(40:25) again it goes through and it talks about
(40:28) how that’s just what we’ve set up but we
(40:31) can ALS and you’re you’re now a
(40:32) presenter actually you should be able to
(40:33) SH now all right so I’m just GNA show
(40:35) this let me go back over
(40:38) here let’s
(40:40) see yes so again just real quickly can
(40:44) you see my screen yes L looks great so
(40:47) so folks look at this December right you
(40:50) can hover over when you see new
(40:52) customers leads opportunities Revenue I
(40:57) could dig in even more I can change this
(40:59) from 30 days to last month last quarter
(41:02) I can go through sales last month last
(41:04) quarter year to date so again this is
(41:08) just a screenshot of what we’ve done at
(41:10) Old Coast pickle ball in just the last
(41:12) 30 days and let’s be clear you know
(41:14) we’re a two-court facility so we are a
(41:16) lot smaller than a lot of your
(41:17) facilities but the decisions that Tim
(41:20) and I can make just using this data
(41:23) right here without even digging in any
(41:24) further is really powerful
(41:27) awesome I love it and here’s the cool
(41:29) part with this if you scroll down a tiny
(41:31) bit on your screen there Ashley and
(41:33) you’re going to see that conversions
(41:34) card um so that conversions card is the
(41:39) one I was talking about where that is
(41:41) the actual Revenue that is that someone
(41:45) that someone spent with old
(41:47) Coast within seven days of interacting
(41:50) with a text or an
(41:52) email and that that’s incredible like
(41:55) think about that that’s a 7day
(41:57) snapshot um now now someone Skeptics
(42:01) Among Us will say like well gosh you
(42:03) would have gotten some of that without
(42:04) this yeah probably absolutely you
(42:06) certainly wouldn’t gotten all of it
(42:08) that’s the other part right like it’s so
(42:10) it’s it’s really cool to be able to see
(42:12) that data and um and there’s very few
(42:16) systems that provide
(42:17) marketing um tools that actually even
(42:20) try to tie it back to Roi it’s just like
(42:22) hey we send emails and stuff um so we’re
(42:25) trying to to tie it back to Roi which is
(42:28) good um okay cool all right let’s keep
(42:31) going here great great job look at us
(42:32) working on the Fly Ashley man awesome
(42:35) how we here high five for Ashley here um
(42:39) okay um let’s see social
(42:44) [Music]
(42:45) media software system reserve and Patch
(42:50) I’m trying to find here okay we have
(42:52) family memberships um Santos says we
(42:55) have family memberships and children
(42:56) under 18 or list with their email
(42:57) addresses are they excluded from email
(42:59) campaigns yeah so we we can tell the
(43:02) difference between a guardian and a
(43:04) minor within patch that’s really
(43:06) important as you can imagine to not be
(43:08) texting and emailing people under 18 so
(43:12) um yes we are able to tell the
(43:13) difference between them and it won’t
(43:16) allow you to send emails or texts to
(43:17) folks under 18 as a general
(43:19) rule um for texting is it possible to
(43:23) Port over an existing phone number yes
(43:25) it is Joshua really good question
(43:27) question um it is possible to do that
(43:31) generally it’s easier to just get a new
(43:33) number for the texting and here’s the
(43:35) people get like oh my gosh are they
(43:37) going to recognize it’s my number I got
(43:39) news in 2025 no one knows any numbers
(43:42) anyway I think I remember my home phone
(43:43) number from when I was a kid and my
(43:46) wife’s number and that’s I couldn’t tell
(43:49) you my kids numbers on their phones um I
(43:52) just know that it shows up as their
(43:54) phone so like no one knows your number
(43:57) it’s hard to hard to realize but in yes
(44:00) we can not a big deal to do that though
(44:03) frankly
(44:04) um let’s see is there an email builder
(44:07) in patch to so we can build the email
(44:10) campaigns yes there is an email Builder
(44:12) you can do just plain text email if you
(44:14) want you can also do like more
(44:16) sophisticated emails with images and
(44:18) headers and colors and fancy stuff so
(44:22) yes there’s a very simple email Builder
(44:23) within patch really good really good
(44:26) question um let’s see do we charge for
(44:30) text and email in addition to the fees
(44:33) so yeah let me walk through this we’re
(44:34) getting a lot of questions about costs
(44:36) let me just kind of walk you through how
(44:37) we charge so you pay whatever you pay
(44:40) court Reserve that doesn’t change we
(44:42) have nothing to do with that yeah um
(44:46) patch has a subscription
(44:48) cost um and then we charge for each text
(44:53) that is sent beyond that that’s it so
(44:56) unless un you have like an absurd number
(44:58) of contacts which most businesses in
(45:00) this industry don’t like have some crazy
(45:02) number um but we charge for Tex because
(45:05) we have a hard cost with with that we
(45:08) have a hard cost associated with that so
(45:09) we try to recoup that cost um but yeah
(45:11) that’s the additional charge so you you
(45:13) would pay patch and you would pay court
(45:14) Reserve separately it’s not like one
(45:16) bill but yeah Ashley go ahead yeah so
(45:19) Court Reserve is not charging you for
(45:21) this this is part of what you so if you
(45:24) guys just know upfront like we we know
(45:27) that this is something that we have
(45:28) needed over the past couple years we
(45:30) know this is important we don’t charge
(45:31) you for this let me just kind of stand
(45:33) up because I know people are like oh why
(45:34) do I have to pay extra for text if you
(45:37) use text in court reserve it cost it
(45:39) costs you would you would be surprised
(45:40) how much text messaging costs for any
(45:42) business who sends text even if you go
(45:44) to make a resi dinner reservation resi’s
(45:47) paying for a text to send to you so
(45:49) unfortunately texting just part of the
(45:52) what most businesses have to recoup um
(45:54) so I don’t want people to think that oh
(45:57) just nickel and diing me because text
(45:58) cost everybody and that’s why if you’re
(46:01) Court reserve customer we tell you to
(46:02) use push
(46:03) notifications so okay go on no it’s a
(46:06) really good point um so yeah just to
(46:09) reiterate Court Reserve doesn’t charge
(46:11) you any extra for using this integration
(46:13) right not a dime extra right patch we
(46:15) charge a subscription fee by the way
(46:17) that’s discounted because you’re a court
(46:19) reserve customer so if you were just a
(46:22) random business who signed up with us
(46:24) the cost that we would charge you would
(46:25) be about 15% % more than what we’re
(46:29) going to charge you because you’re a
(46:30) court resered customer it also depends
(46:31) on how many locations you have that kind
(46:33) of thing um and then we just charge a
(46:36) per text fee on top of that that is
(46:39) nominal it’s 1.5 cents per text so that
(46:43) usually is adds up to very little as as
(46:45) people text so um yeah good questions
(46:50) um so Joshua asks in the conversion
(46:54) metrics how do you define engagement in
(46:56) the last s days
(46:57) does this mean clicking on an email or
(46:59) just opening an email I believe it means
(47:01) opening so it’s anything that they
(47:02) actually do so it’s not like did they
(47:04) just get it Joshua it’s a good question
(47:07) it’s like did they open it did they
(47:09) click on it did they do something with
(47:10) it um good question Douglas asks how do
(47:14) we set up patch so
(47:17) um after this call we’ll have a team
(47:20) member reach out to you and see if you
(47:23) want to set up a demo of patch um we’ll
(47:26) get you on a call we’ll walk through the
(47:28) platform talk with you about what cost
(47:30) looks like for your
(47:31) business and um see if you’re interested
(47:34) in signing up if you want to sign up
(47:36) we’ll um sign you up and then we’ll
(47:39) schedule an onboarding call where we’ll
(47:41) set up the integration and help you with
(47:42) setting up the first few like emails and
(47:45) automations and stuff like that and uh
(47:47) get you get you squared away so usually
(47:49) it’s like one call to you know to make a
(47:52) decision if you want to buy or not and
(47:54) then um and then you like one additional
(47:57) onboarding call to get the integration
(47:59) set up but we’re available to help
(48:00) beyond that I don’t want to make it
(48:02) sound like we’re not we are one thing I
(48:05) was telling Ashley before the call
(48:06) that’s interesting so when we when we
(48:09) onboard a new customer we try to set
(48:12) them up with like hey here’s some ideas
(48:13) for emails to send and here’s a few like
(48:16) templates for automations to send like a
(48:19) Google review one and a welcome one and
(48:21) what we found was that customers were
(48:23) super excited and then we call them a
(48:26) week later and be like hey you haven’t
(48:27) sent anything and they’ be like oh I
(48:29) haven’t had time to write the copy for
(48:30) the dang email and we’re like oh okay
(48:34) and so what we started to do is actually
(48:35) put a little bit of Copy in there as a
(48:37) baseline for you so you can change it
(48:40) and you don’t have to use it but we just
(48:41) wanted to give you something to like
(48:43) help start the engine a little bit
(48:46) because we know you’re you’re really
(48:47) busy and while he’s looking at the next
(48:49) questions I just want to mention I’m
(48:50) trying to talk McKay and the patch team
(48:52) you know Court Reserve Catalyst are user
(48:55) conferences for all of our admins uh we
(48:57) already have the next two dates Phoenix
(48:59) is in March Austin Texas is in April
(49:02) we’re coming to Seattle we’re going to
(49:03) do the desert and California in June you
(49:06) can go out to court Reserve look for
(49:08) Catalyst I’m trying to talk McKay and
(49:10) some of the patch team to come out with
(49:12) us so you could meet them in person and
(49:14) kind of you know if you’re interested or
(49:16) if you’ve already got it set up they can
(49:18) sit down with you work on this so again
(49:20) like don’t think this is the only time
(49:22) that we’re going to be you know doing
(49:23) things together because we are going to
(49:25) you know try and do things together this
(49:27) year as well so yeah we’ll we’ll be
(49:29) there um whenever whenever Ashley will
(49:31) let us show up we’ll be there and we
(49:33) might just wait outside the hotel if she
(49:34) doesn’t let us show up we’ll just um no
(49:37) we’ll be there and then we we’re going
(49:39) to host like regular webinars too with
(49:41) court Reserve like I think we talked
(49:43) with Tim about doing something like
(49:44) every quarter and then for people who
(49:47) sign up as customers for for patch as
(49:50) well we’re going to start doing like
(49:52) monthly Ashley suggested calling it like
(49:54) office hours where it’s almost like hey
(49:56) come and we’re just going to like train
(49:58) you on how to do something so in
(50:00) addition to the SE customer service
(50:02) we’re going to provide and the
(50:03) onboarding we’ll do some sort of office
(50:05) hours like that so don really good segue
(50:08) she asked the question what kind of
(50:10) customer support do you have beyond the
(50:12) onboarding phase great question so um
(50:17) I’ll two things first is the onboarding
(50:20) phase can be kind of as long as you need
(50:22) it to be like we will work with you
(50:24) until you’re till you understand the
(50:26) product so I’ve been really clear with
(50:28) our onboarding team like hey this isn’t
(50:30) like a two phone call thing and then
(50:32) it’s like see you later we Rite off into
(50:34) the sunset so we will like stay with you
(50:36) until you feel really comfortable and
(50:39) then beyond that once you’re logged into
(50:41) patch there’s a little like texting
(50:44) widget in the
(50:45) bottom left hand corner that um you can
(50:49) just click on and immediately start a
(50:51) texting conversation with us about
(50:53) something in patch that you have a
(50:55) question on you can also so call us at
(50:57) the number on our website or email
(50:59) support patch retention. and we’ll
(51:02) answer any question at any time um and
(51:06) uh try to help so our CS team is is
(51:09) awesome they’re super busy and I’m
(51:11) trying to get them to hire more people
(51:12) but they’re so busy they’re like having
(51:13) a hard time hiring people quickly enough
(51:15) so it’s a good problem but we’re trying
(51:17) to hire more their as well so if you
(51:20) know anybody
(51:22) um let’s
(51:24) see yes someone saying hey Florida’s
(51:26) nice this time of year I don’t know
(51:28) about that I just saw you guys got snow
(51:29) down there so uh I don’t believe you no
(51:32) we did not get St Augustine no snow St
(51:35) Augustine no snow just in Dustin and
(51:37) some other places all right um cool so
(51:40) again I think we’ve hit most of the
(51:43) things um cost like I’ll give you a
(51:47) ballpark but again it differs by the
(51:49) business so like I’d say 300 to 350 a
(51:53) month is where most businesses are going
(51:55) to be plus the texting charge and there
(51:58) is a court Reserve discount associated
(52:00) with that but again there’s some
(52:01) variability so my sales leader who’s
(52:04) probably on the call just like wanted to
(52:06) punch me as I said that but because it
(52:09) is going to be variable but um that’s
(52:11) roughly where you’re going to be and you
(52:13) know sometimes I mean like I’m I’m a
(52:15) business person right and you know when
(52:18) you think $300 a month oh my gosh right
(52:22) but how much would you spend in regular
(52:25) marketing or man hours to grab $110,000
(52:29) or $20,000 extra per month so I know
(52:32) that it seems like a lot but I would
(52:33) definitely recommend you get on with
(52:35) them and help them help you understand
(52:39) where you need help with your automation
(52:41) because you may not want to send out
(52:42) birthday text you may just want to set
(52:44) it and forget it for all your new
(52:46) existing or your lost customers so again
(52:48) you have to look at the return on
(52:50) investment just like you do with court
(52:52) reserve and make a good business
(52:54) decision based on what they show you on
(52:56) your own call with
(52:57) them yeah well and here’s the other part
(53:00) too is like what we found is that most
(53:03) businesses and in in this space are
(53:06) usually paying for like an email
(53:09) marketing
(53:10) company that amount anyway just for
(53:13) email blasts like none of the automation
(53:16) none of the loyalty programs none of the
(53:19) texting they’re just like yeah we’re
(53:21) paying like 400 bucks a month to
(53:23) MailChimp um and they’re just sending
(53:25) like three emils every once in a while
(53:27) it’s like look we can we can help you do
(53:30) a lot more than that and and in a far
(53:32) more automated way plus you get texting
(53:35) and a ton of other stuff so the ROI is
(53:38) really clear and and Powerful so awesome
(53:42) um so what’s the next step um um we’re
(53:46) getting asked a couple of times so yeah
(53:49) book a meeting with patch is probably
(53:51) the next step like we’ll we’ll schedule
(53:53) a demo with you um and sit on the demo
(53:57) see if you like it see if it works for
(53:59) your business and uh then we’ll walk you
(54:01) through what the onboarding looks like
(54:03) and go from there and again the thing I
(54:04) want to stress you will not pay an extra
(54:07) dime from Court reserve for this like
(54:09) Court Reserve will charge you zero extra
(54:11) pennies for having this integration save
(54:14) your pennies for texting that’s right
(54:16) that’s right save your pennies for
(54:18) texting um so yeah you won’t pay
(54:20) anything extra for to court Reserve you
(54:22) will pay patch separately for this um if
(54:25) you guys I know that the patch team is
(54:27) going to be reaching out to those who
(54:29) are on the webinar today but if you are
(54:30) truly interested and you want to go
(54:32) ahead and say Hey I want to book my time
(54:34) with you guys you can come out to court
(54:36) Reserve live chat and say hey Ashley I
(54:38) was on the demo can you hook me up with
(54:40) the patch guys just leave me you know
(54:42) who to contact your email your phone
(54:44) number and then we have an internal way
(54:47) to send that over to the patch team um
(54:49) if you want to go ahead and do that
(54:50) before McKay’s team reaches out to you
(54:53) guys so yeah great um Britney asked a
(54:57) good question here to close there’s so
(54:59) many good questions here guys I’m sorry
(55:01) we’re trying to get through as many as
(55:01) we can um Britney says is this built
(55:04) mostly for fitness centers country club
(55:05) sports facilities it’s a really good
(55:08) question so that’s where we’re actually
(55:10) seeing the most um like obvious use case
(55:13) right now it’s interesting when you
(55:14) build a product sometimes you don’t know
(55:18) like who’s going to use it and what
(55:19) they’re going to use it for um but yes
(55:23) we’re seeing a we’re having 40 to 50 new
(55:26) pickle ball and fitness center country
(55:29) club sports facility type businesses add
(55:31) patch every single month right now so
(55:34) it’s like very clearly working for
(55:37) businesses like yours and with this
(55:39) integration in place man it’s pretty
(55:42) powerful stuff so that’s pretty cool um
(55:46) and then JY says can you email a monthly
(55:48) newsletter we don’t email it for you to
(55:51) be super clear but yes you can set up an
(55:52) email for a monthly newsletter in the
(55:54) system so yeah
(55:57) cool Ashley any final thoughts final
(55:59) words final bits of wisdom before we
(56:02) close here no I just hope that you guys
(56:04) know Tim and I are always you know doing
(56:07) our best um to find or build the things
(56:11) that we know you guys need to run your
(56:13) business and be more effective efficient
(56:15) time management um and this is one of
(56:17) them and so I hope that you’ll um take a
(56:20) good look at it and see if it’s the
(56:21) right Avenue for your business and um
(56:24) yeah send me an email if you want to
(56:25) know more
(56:27) love that thank you so much guys we’ll
(56:29) have people reach out so if you get a
(56:31) call from somebody from patch like
(56:33) that’s that’s what they’re trying to do
(56:34) is just follow up from this webinar
(56:36) we’ll make the recording available as
(56:37) well and uh yeah we’ll we’ll try to do
(56:41) we’ll do this again in a couple of
(56:42) months and uh answer questions and share
(56:45) a lot more customer success thanks so
(56:47) much to Ashley and to the court Reserve
(56:48) team for like working with us on the
(56:51) integration for this webinar and uh like
(56:55) these things are fun fun when you get a
(56:57) really good partner and Court Reserve is
(56:59) that so thanks to court Reserve thank
(57:01) you all for taking time we know you’re
(57:02) busy so have a fantastic day a great
(57:05) week and survive the snow down there in
(57:06) Florida my word like the winter
(57:08) wonderland all right thanks guys see you