droukas
Newbie
- Mar 3, 2023
- 30
- 6
I covered how we find chatters and how we train them. Honestly, none of that is the hard part. The hard part is having chatters who are killers and constantly getting better. Because a trained chatter and a motivated chatter are two completely different things. You can teach someone every tactic in existence, but if they don't care, they'll plateau. And that plateau costs you money every single shift.
Most people don't even realize how big this piece is. Chatting is legit 80% of your revenue, and if you run free subs, it's 100% of it. So if your systems aren't dialed in and you don't have good chatters in the DMs, you're not just underperforming, you're actively wasting subs, time, and money. Every sub that comes in should get converted. If it doesn't, you're literally losing money.
So here's how we actually keep our team improving, and how we figure out what makes each chatter tick.
Once a chatter passes the test shift and is officially on the team, the first thing we do is track them. We watch the KPIs that actually matter. And here's the key part: we don't expect anyone to be a killer straight out of the gate. Some are, most aren't, and that's fine. For most it takes time to adapt. What we're really looking for isn't perfection, it's hunger. How willing are they to learn? Are they asking smart questions? Quick myth to kill while I'm here: a good chatter does not need perfect English. Some of our best have terrible grammar and still print.
Then we run weekly training sessions, and these matter a lot. A supervisor and a top chatter lead them. Sometimes it's a straight Q&A, sometimes I notice the team is weak at one specific thing and we spend the full hour hammering just that. We also use them to check in with everyone, hear what's going wrong on the accounts, and figure out what they can tighten up. And even after a chatter passes their test shift, they can jump back into shadowing anytime they want. The learning never has to stop.
Now the part most people completely underestimate: keeping chatters motivated.
Bonuses are the easy lever. If there's a target we want to hit on a model, we tell every chatter on that account they all get a fixed bonus if they reach it. Simple, but it lifts team morale and gets everyone pushing in the same direction.
But money isn't the only motive, and this is the part that actually matters. Different people are driven by completely different things. Some are purely in it for the money, and that's fair, they came to you for a chance to earn. Some want to belong to something. A lot of our chatters are genuinely friends now, they game together and talk outside of work. And some people, I've realized, if you just buy them a keyboard or a monitor or whatever they need at the time, they'll ride or die with you forever. Sounds small. It's not.
The whole point is this: if you actually understand what drives each person, you don't just get better performance, you get loyal people who stick around. And loyalty in this business is everything.
One last thing. If you don't see the will or the potential in someone, don't give up too early, people adapt at different speeds. But don't pour endless time and energy into someone who's clearly checked out either. There's a balance, and reading it is part of the job.
At the end of the day, chatting is simple. It's 90% psychology. Yeah, we have scripts and approaches we've mastered, because systems that work are systems you run. But the tactics only land because of the psychology underneath them. And that psychology shifts depending on where the traffic came from. Which is exactly what I'm getting into next.
In the next post I'll break down the actual approaches that work for organic traffic versus blackhat traffic, because they are not the same game.
Ask me anything yall
)) thanks!!
Most people don't even realize how big this piece is. Chatting is legit 80% of your revenue, and if you run free subs, it's 100% of it. So if your systems aren't dialed in and you don't have good chatters in the DMs, you're not just underperforming, you're actively wasting subs, time, and money. Every sub that comes in should get converted. If it doesn't, you're literally losing money.
So here's how we actually keep our team improving, and how we figure out what makes each chatter tick.
Once a chatter passes the test shift and is officially on the team, the first thing we do is track them. We watch the KPIs that actually matter. And here's the key part: we don't expect anyone to be a killer straight out of the gate. Some are, most aren't, and that's fine. For most it takes time to adapt. What we're really looking for isn't perfection, it's hunger. How willing are they to learn? Are they asking smart questions? Quick myth to kill while I'm here: a good chatter does not need perfect English. Some of our best have terrible grammar and still print.
Then we run weekly training sessions, and these matter a lot. A supervisor and a top chatter lead them. Sometimes it's a straight Q&A, sometimes I notice the team is weak at one specific thing and we spend the full hour hammering just that. We also use them to check in with everyone, hear what's going wrong on the accounts, and figure out what they can tighten up. And even after a chatter passes their test shift, they can jump back into shadowing anytime they want. The learning never has to stop.
Now the part most people completely underestimate: keeping chatters motivated.
Bonuses are the easy lever. If there's a target we want to hit on a model, we tell every chatter on that account they all get a fixed bonus if they reach it. Simple, but it lifts team morale and gets everyone pushing in the same direction.
But money isn't the only motive, and this is the part that actually matters. Different people are driven by completely different things. Some are purely in it for the money, and that's fair, they came to you for a chance to earn. Some want to belong to something. A lot of our chatters are genuinely friends now, they game together and talk outside of work. And some people, I've realized, if you just buy them a keyboard or a monitor or whatever they need at the time, they'll ride or die with you forever. Sounds small. It's not.
The whole point is this: if you actually understand what drives each person, you don't just get better performance, you get loyal people who stick around. And loyalty in this business is everything.
One last thing. If you don't see the will or the potential in someone, don't give up too early, people adapt at different speeds. But don't pour endless time and energy into someone who's clearly checked out either. There's a balance, and reading it is part of the job.
At the end of the day, chatting is simple. It's 90% psychology. Yeah, we have scripts and approaches we've mastered, because systems that work are systems you run. But the tactics only land because of the psychology underneath them. And that psychology shifts depending on where the traffic came from. Which is exactly what I'm getting into next.
In the next post I'll break down the actual approaches that work for organic traffic versus blackhat traffic, because they are not the same game.
Ask me anything yall
)) thanks!!
