The AI receptionist Luke's customers regularly mistake for a real person

Matthew Hi everyone, welcome to episode two of the My Digital Group podcast. Today we're sitting with Luke Rinn. Luke, do you want to, who are you? You know, I suppose what's your background?

Luke First of all, hey, my name's Luke, obviously.

Luke Background, it's a lot going on. I've done a few different things. Back when I left school, got into the trades, worked for a brickie, builder, kind of mixed it all up. Same time I was working in a gym, doing a bit of personal training. After that I went into detention services, did a number of years in that, so eight plus years, working in response teams, travelled to Australia. Yeah, and then I left that kind of. Didn't really know what to do with myself. Got back on the tools, and then I went and worked for one of the biggest garage door companies on the coast. Then after a period of time, I left that, and I thought, what now? You know, and it's just, I was sick of making everybody else money. I thought, you know, I'll give it a crack myself, and I'll try my best, and here we are.

Matthew Absolutely. Yeah. And you've got. A little boy, too. Is that right?

Luke I do, yeah. That's a big part of my life. Yeah, he's turning four this Sunday.

Matthew Oh, this Sunday?

Luke Yeah, so only a couple days.

Matthew Beautiful.

Luke Yeah. So, full of attitude, full of energy, a lot of chaos, but it was a good time.

Matthew Yeah, absolutely. So, for the viewers, I've worked with Luke over the course of this year. Just, Luke had an idea to start a business himself, and obviously work for himself as well.

Matthew Luke, do you want to tell the audience what your business does, and what do you do?

Luke So, the name of the business is Coastal Garage Door Services. So, we go out, we install new garage doors, repair, service, you name it. You've got an issue, we'll try our best to absolutely fix it. Yeah.

Matthew Absolutely. And what made you, I suppose, here we are today, what made you decide to jump into the business world?

Luke Like I said, I wanted. I wanted to try it out for myself. I see all these other people starting up companies, and they're actually doing really well, and I thought, I'll give it a crack myself. I'm sick of making everybody else money, you know. I'll put it in my bank account instead. Yeah, absolutely. Doesn't quite feel like it just yet, but it's slowly, slowly building up, but yeah.

Matthew Yeah, absolutely. And I suppose, what sets you apart from your competitors?

Luke Look, I try to be as honest and open as possible. About pricing, about work being done, I'll always be fair to the customer. I don't know what other places do, but I'll always meet the customer eye to eye, and yeah. Yeah. Yeah.

Matthew That's great. So, transparency is probably a big thing.

Luke Yeah. Yeah, definitely.

Matthew Transparency, and just, I suppose, reflecting on the reason why you got into business is, supporting yourself.

Luke Yeah, supporting myself, supporting the family, trying to make something of ourselves, something that ideally, I can build for not only my future, but possibly if my son is interested in his future.

Matthew Yep. Yeah. Yeah, I love that. That's good.

Matthew And I suppose, how's that experience been? Moving from, I suppose, working for a lot of different businesses, from, I suppose, emergency response teams, to now diving into your own business, and sort of taking care of yourself?

Luke Yeah, like, there's a mixture of familiarity, and then also just so different. Yeah. Just so different. Bit of chaos, a lot of stress, a lot of big days, but I wouldn't change it. Yep. I've learned a lot. Still a lot to learn. Yeah. But yeah, it's just a journey. Yeah. It's just a big journey.

Matthew Big journey? Oh, yeah. What's, I suppose, the biggest lesson you've learned since?

Luke Good one. I'm not really sure, to be honest. The biggest lesson I've learned, just how much is truly involved in starting a business and running a business, so much more than you think there is. You think you have an idea, you don't have an idea. Well, you might have an idea, but it's the smallest idea. And then it just, there's so much more to it.

Matthew Yep. Yeah. Yeah, everything from, I suppose, bookkeepers to suppliers to getting jobs in to, I suppose, the website component to, you know, your branding on your T-shirt, branding on trucks, stuff, and vice versa. Yeah.

Luke And just, yeah. And then going through day by day, realising like, oh, I need this. Yeah. Oh, I need that. Like, it's just an endless list of things. But we've come a long way and we've built up from day one and it hasn't even been too long. What has it been like? Oh, I want to say nine, 10 months now?

Matthew 10 months. We started in February.

Luke Yeah. So there you go. So. And we've come so far in that short amount of time.

Matthew Absolutely. Yeah. So I suppose since, so just for the viewers, we've, well, as mentioned before, we started with Luke. We started with Luke back in February. Luke had an idea. Feel free to jump in if I misplay something, but Luke come to myself and My Digital Group just in regards to an idea on starting a business for himself and how he could progress that idea into a business.

Matthew I suppose at the very beginning, maybe step us through, you know, how did you engage us? Or what, from your point of view, what has My Digital Group been able to do for you?

Luke So much. If I didn't have you guys by my side in my corner, I feel like I probably couldn't have got as far as I've got in, especially in such a short amount of time, like nine months. That's, I feel like to grown from where I was to now is pretty insane. Like just that short amount of time. Like I've got regular leads coming in, regular calls coming in. I've got the website done. Whole CRM system set up. And just all of that is thanks to you. Thanks to the team. And like, it's just helped make things so much more easier, streamlined. And you guys did such a great job that customers call up and it's easy for them to explain what they need or to be able to go through the prompts. Like even the AI receptionist I've got is just a dream, you know? So it's just, yeah, everything you guys have done is just amazing. Yeah.

Matthew Yeah. That's a pleasure. I'll pass it on to the team as well. So it's great that we've been able to support you as a smaller business or small to medium sized business now. Yeah. So it's been slow progression.

Matthew Leads are coming in. Are you getting leads every day or is it every week?

Luke Every day. Yeah. Yeah. Like just before sitting down here, I had leads coming through, so.

Matthew Oh, perfect. Yeah. Great time.

Luke Yeah. Yeah. Yeah. Just right before the podcast. So after this, I'll be giving them a call. Yeah. Honestly. And I'll have calls come through constantly too. Yep. And that's just thanks to you guys setting it up and the Google page and just, yeah.

Matthew Yeah. Fantastic.

Luke Just doing what you guys do.

Matthew Yeah. Excellent. So just for the viewers, what we've done for Luke throughout his journey and starting his business, we've been able to, A, develop a website for him. So that website consists of 36 pages to be exact. We've integrated search engine optimisation so he can be found on Google easily with a number of keywords for his allocated buyers to find him easy organically. The second component or third component that we've actually integrated as well is Google Ads. So with Google Ads, we've been able to get him to the top of the page and leads start filtering. So as soon as we've started those Google Ads, leads started filtering in immediately. So he's getting those, that initial lead generation coming through his website. But furthermore, organically, he's building those leads coming in from Google and vice versa.

Matthew The other component which Luke alluded to was the AI receptionist. So what we've been able to do for Luke is while he's on the tools, it's impossible for him to capture every call. And the benefit with the AI receptionist is instead of letting that lead go and shop around, the AI receptionist essentially can answer the phone for him 24/7 and is able to filter any questions that the customer may have but also notify Luke to call that customer back at a later time. And that way that customer feels like they're going along the journey with Luke but also stops and pauses that jumping around and looking at his competitors, for example. So.

Matthew So I suppose in relation to, can you talk more about the AI receptionist? So what does that do for you? Even though I've just spoken about it a little bit. Yeah.

Luke So like you said, when I'm on the tools, I'm always busy. I'm always on the road. I'm on the tools, whatever. And AI receptionist will just answer it. It'll capture the phone call. So even later if you just want to read the transcript or you want to listen to it, you can. Okay. But it will book appointments for me. It will organise callback for me. It will, yeah. I've been told by customers pretty regularly that they actually think it's a real person at times.

Matthew Yeah, right. Okay. That's good.

Luke So they will think it's like an actual receptionist or my partner or, you know. So it's, yeah, it does wonders. Yeah.

Matthew So I suppose that's the misconception.

Matthew So I suppose we hear a number of stories, especially outside My Digital Group around AI receptionist and how AI is sort of discouraging people leaving details and going with a certain business because they're using AI. Are you finding that different in relation to the conversations you're having with customers?

Luke You always have some people that are just going to be, ugh, no. Yeah. But you're more than likely to have people that are happy to give those answers. I want to say maybe one in 20 would be like, ugh, bloody robot. Yeah. You know, but that's no matter what, you're going to have that. You know, you're just going to have some people that are stuck in the times. Yeah. And they just don't want to be in the present and just go with where the world is kind of heading. Yeah. This is where it's heading. Yeah. You know, so it's going to be forced upon everybody anyway. Yeah. You know, so it's not that common where people won't give the details up. Even then, even if they don't want to give the details up, they'll still want to call back. Yeah. You know, so you still get their number captured. They've obviously called you for a reason. So I'll still contact them back anyway and they're still happy. Yeah. You know, I haven't had anybody say, oh, this AI receptionist or this robot or, you know. So I've always had pretty positive comments about it. And like I said, some people truly believe that they're actually talking to a person.

Matthew Yeah. That's good to hear.

Matthew And what are you doing for invoicing and quoting?

Luke So I was going through the CRM system. Yep. Very easy. So all I've done is I've uploaded all my material into it. So all the products and in those products I've added into my labour cost, everything. You can add in your GST. You can exclude it if you like. It's just so streamlined where I just have to press who I want to invoice, name it, select the date, just go through the few little prompts. So easy. And select the items that I'm wanting to invoice. And I can literally do invoices within a minute. Like it's just so quick and easy. I'll just finish off at a job. Just spoke to the customer. Go back to the car. Press a few things. Yeah. Bang. Sent. On to the next job.

Matthew Yeah. That's fantastic.

Luke That easy. Yeah.

Matthew And are you finding that it's saving you time or adding more time? Okay.

Luke No, it's saving time. Definitely saving time. I don't have to worry about all these different notes. I don't have to bring paperwork and folders and everything just runs off your phone. Or I've got an iPad too. You know, so everything's just so just, it's just streamlined. It makes life so much easier, so much faster. And then you can just worry about the next job. Yep. So.

Matthew And are you? I already know the answer, but I'll ask you, but in regards to communication with your clients, are you using your, I suppose, physical mobile phone number or are you using the number that we've provided you within the CRM?

Luke No, the number that you guys have provided me through the CRM system. Yep. And another great feature is like, it could be anybody on my side and they'll just think it's me. Yep. But I always try to talk to the customers anyway, so they never have that issue. Um, yeah, just send it through my, my CRM. Everything's tracked, everything's recorded, so you'll never forget anything. You'll just go back through, you'll just see everything. You can, again, phone calls, transcript, listen to it. In case you maybe forgot something, go back. Like, it's just, just easy.

Matthew Yeah. And that's great. And I suppose, um, I suppose back to the viewers is the benefit with having the, a number instead of your personal number on the, the, uh, the system as well, is that in an event that you bring on additional staff. So in Luke's case, if he was to bring on additional, uh, member to the team, um, and he wanted that person to manage communications with particular customers or, uh, manage social media in regards to Instagram, Facebook, he doesn't need to give them a physical mobile phone. They can use, um, the system itself, whether it be on their mobile phone or a laptop iPad, um, to be able to communicate with customers. Does that sound about right?

Luke Yeah. Yeah. Definitely.

Matthew Yeah. Perfect.

Matthew Uh, I suppose where to from here, Luke?

Luke Sky's the limit. Sky's the limit. Just keep climbing, climbing, pushing. I'll be taking on people very soon. Like I have people work for me here and there. Yep. Mostly a one man show. Um, I do a lot of service jobs. Um, but we just made a good deal with our supplier manufacturer. Yep. So we're going to get a lot more work and I'll be taking somebody on a lot more permanently. Um, yeah, so I can't wait for that. Obviously more stress and more everything else that comes with it, but I can't wait. It's just, we're growing and it's, I can already see where like next year looks, you know? So, um, my, my goal is to really expand and yeah.

Matthew Yeah.

Matthew Fantastic. And I suppose taking My Digital, My Digital Group away, if you had advice for someone that was starting a business? What would that advice be? It doesn't have to be about My Digital Group. It could be about anything. I know I've put you on the spot.

Luke My advice would be to go see My Digital Group. That'd be my advice. You guys helped me out so much, you know, just from starting it up. Yep. Getting all the little bits and pieces together. Cause I had no idea. You know? It's a big landscape. Yeah, definitely. To have you guys in my corner from day one is just so, so helpful. So I honestly don't know if I could have got to where I am now without having you guys there. So that would be my, my advice. Definitely go see you guys. But otherwise just take it time by time, like day by day, like everything will happen. Everything will come into place. You're going to have your good days. You're going to have your bad days. You're going to have your stressful days. Some days are going to be quiet. Some days are going to be busy. That's just a part of running a business. Yeah. I think I said to you earlier today. Yeah. This week's a bit quiet. But now I know next week will be busy. Like I'm going to have calls coming in. Yeah. You know? And then I'm like, can't keep up. You know? So it's just, you can't be happy with either. Sometimes. Yeah. It's just, you're damned if you do, you're damned if you don't. So.

Matthew Yep. Yeah. I suppose it comes down to utilisation of your time. So. Yeah. On those sort of quiet days, it's where you can sort of allocate that time to the business. And you know, focusing on working on the business as opposed to in the business. So. Yeah. But no, it's been great having you aboard and we look forward to working with you further. Anything else you want to touch base on?

Luke No.

Luke Another piece of advice I'd say is, like you were saying before, time management. Yep. Huge. Huge. I'm still working on that. I'm terrible with my time management. But. Once you get that down pat, then everything else will become much easier. Yeah. So learning to just categorise and just organise everything the best that you can. Yeah. Everything else will follow.

Matthew So I put you on the spot again. What are you doing for time management?

Luke Well, I use the calendar. So my biggest thing is obviously trying to say, oh, how long is this job going to take? How long is that job going to take? I've got to drive to this place. I've got to drive to that place. So that's my biggest thing is just going from place to place and how long each job will take. Most, like I'm pretty down, like spot on it now. Before, before doing the business myself, I used to have somebody else do that for me. Yep. You know, be here, do this, whatever. Easy.

Matthew Yep.

Luke So now it's a factory. Now I've got to do it and just, yeah. So learning all that. But I've come there. I've come there. I've come this far and I've, I've gotten used to it. I've learned it. And.

Matthew No, good on you. Yeah. Yeah. That's good. And I suppose you then add on the external factors. Family. Yeah. Yeah. Social life. If you have one.

Luke Yeah. Barely. But that's all right.

Matthew Yep.

Matthew So no, it's, it's great watching you grow. So.

Luke Thank you.

Matthew It's great having you on as well.

Luke Great to be on.

Matthew Yeah. So thanks for everyone for tuning in. If you're looking at starting a business or if you've got an established business. Yeah. And looking at what we could do in regards to digital marketing, growing your product, brand or service, feel free to reach out to us. Details are below in the description. Again, Luke, thanks for coming on board today and looking forward to what we can do in the future. But yeah.

Luke Cheers. Thank you. Appreciate it. Can't wait to grow even more with you. Excellent. Yeah. Thanks mate.

Matthew Thank you. Thanks again.