Alejandra.tv

Wowing the Customer by Going Above and Beyond

When “Decluttering Queen” Alejandra moved into her first studio apartment, her boyfriend Ed was amazed at how organized she was. By the time they got married, the couple had started a home organizing business, and Alejandra.tv was born.

On that moving day years ago, Ed noticed that Alejandra was fully unpacked and mostly organized on day one. “Then when she went to the Container Store to pick up some organizing products, she noticed a flyer that showed her professional organizing was a real profession. I encouraged her to try it.”

Today, with the success of Alejandra.tv, Alejandra has been featured on TV shows like Today, Good Morning America and HGTV, which selected her as one of the “Most Organized People in America.”

Finding the Recipe for Success

The journey to victory wasn’t easy for Alejandra.  As a young student, she struggled. “At school, I was always a slow visual learner in a fast-paced auditory classroom. In gym class, I was always picked last. I was that shy, awkward computer girl.”

Alejandra found comfort and safety in organizing her room, and later her dorm room at college. She realized she had a real passion for organizing. “Not only was I good at it, I loved organizing and it helped me feel calm and centered. Then I discovered that other people need help getting organized.”

“Little did I know that finding something you’re good at, something you love to do that other people need and that you can make a living from, is the recipe for success in life. The Japanese call it IKIGAI.”

Using Technology to Help People

Fast forward to a few months after that fateful moving day, Alejandra started going to people’s homes and offices throughout the Washington, DC area on nights and weekends to help them get organized in person. She and Ed grew the business to the point where she quit her stressful corporate job and dedicated herself to the business – and her clients.

They created courses and when the pandemic hit, they wanted to help people in a new way to deal with uncertainty and isolation. Alejandra.tv offered a free phone call, where everyone got organized together. When they attracted hundreds of people on the call, they decided to move to Zoom with video.

That concept evolved into TeamOrganize, which is now the focus of their business. Led by Alejandra and several other coaches, the group meets several times per week live on Zoom and they clear the clutter together. Alejandra.tv also offers on-demand self-paced training courses for decluttering and setting up organizing systems at home.

Keeping Customers Happy

Alejandra.tv started using Keap (then Infusionsoft) and FuseDesk in 2012. “FuseDesk helps us process huge volumes of tickets efficiently, which is critical to keeping customers happy and providing timely answers. As a company whose focus is helping people get organized, having a system that keeps our support tickets organized is a must!”

“The most helpful features of FuseDesk are the connection with Keap, FuseDesk tags, email reply templates, auto-reply automations, merge fields, snoozing tickets, and more. These features help us provide prompt and accurate support to keep our customers happy.”

Customer Support, the Concierge of Alejandra.tv

The couple believes that it is vital to have a responsive Customer Support system. At Alejandra.tv, they strive to go beyond the basic level of support by wowing the customer in ways that save them time and give them tips they might need next.

“We actively listen to people and provide the best answers, guidance and resources to each customer, according to their specific needs. Instead of just answering questions, we research our history with the customer and our relationship with them. We try to decipher where they’re coming from, provide the next steps to minimize back-and-forth interactions and help them avoid mistakes. The FuseDesk star rating feature measures the quality of our responses to customer support tickets.”

Ed says that customer service is the first line of human interaction they have with their customers. “We want to put our best foot forward to make a great first impression and go above and beyond so they know that we’re the kind of company that cares about their results and experience.”

“To us, that’s Customer Delight.”