I manage our Community Forum and Help Desk at Diverse Solutions. Those are my projects, my creations, and I’m passionate about seeing them grow and continue to be helpful.
I don’t leave questions/issues to the Help Desk/Comunity/Support, I make a concerted effort to reach out and help resolve an issue as I catch wind of it and/or it’s brought to my attention. In fact, I tell many people I know to call/text me directly, if there’s ever anything I can help them with (no matter how big or how small the issue).
(Try it, here’s my cell: 323.572.3433 and email: rbueno@diversesolutions.com – Warning: I will go Gary V. on you).
Well, over the last day or so, I’ve been getting slammed with a certain “support” issue on Facebook. I’ve tried to approach in the manner with which I usually address issues:
- Ask what the problem is,
- Investigate the issue,
- Apologize for the inconvenience (dealing with Tech Support is never “convenient”)
- Offer a resolution in a timely manner,
Bottom line, I seek to be helpful. So far, that seems to have worked out pretty well. See for yourself…
And heck, here’s one from Brian Gardner (Founder of StudioPress) for good measure:
And here’s another testimonial of sorts from Mark Madsen with ShelterRealty.com from Facebook:
It’s all great feedback and good buzz for what we do. Of course people won’t always see that. I don’t sit there and ReTweet what an awesome job we did (read my post on online etiquette). Instead, I say “you’re welcome, anytime” and move on to help the next person in need.
So what happened this time around?
I responded.
In some areas, the issue is being resolved. In other areas, we’re left with a mis-understanding or dis-agreement (depending of course on your perspective).
I’m trying. I’ll continue to try. Still, there’s only so much I can do. I don’t expect an outcome like the testimonials above this time around. So all I can do is remind myself, you can’t always be a superhero.
Hey Ricardo, yes… you are right. You can’t always be a superhero… I can only speak for myself, but I would have left Diverse Solutions awhile back if it wasn’t for you. You are ALWAYS responsive and get my issues resolved. I hope that with your help, and your focus on customer service, we will see some positive changes at Diverse.
I read that thread on Facebook and I think the administrator/s of the group should have stepped in. Really unfair. almost 20 of the comments were made by same 2 ladies. Way too much ranting.
Sadly, that’s the truth… Some situations call for an exorcist or a priest and not a superhero, so it’s not that you can’t be a superhero in those case, it’s just that being helpful and trying to fix certain things is not sufficient. Your transparency is humbling, though.
All my best…
Sadly, that’s the truth… Some situations call for an exorcist or a priest and not a superhero, so it’s not that you can’t be a superhero in those case, it’s just that being helpful and trying to fix certain things is not sufficient. Your transparency is humbling, though.
All my best…
Thats the way it goes amigo. Even #RamonWOW is a #RamonFail to some whom we have tried our best and not lived up to expectation. Remember hitting a baseball in the majors 30% of the time makes you a hitter to be dealt with.
Can’t always be a super hero, but we can always pursue it.
Seems like a helpful way to assist this is to ask before taking any action is, “How would a super hero handle this situation?”
Love your tweet handle! I want to adopt part of it – Leweezy LaLizzane!!! Hahaha
Congratulations on creating magic “Customer Service” moments for your fans. They’re lucky to have you at their service.
I honestly don’t know how you do it all already… so you’re pretty much a super hero in my book 🙂
One feedback point: I’ve been following you for a couple of months now and this is the first time I heard about your work with diverse solutions. I’d like to read a ‘day in the life’ post on that after checking out the site 🙂
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