What If You Can’t Give A Reply Members Will Like?

Every question should get a response, even if it’s a response the member won’t like.

No, they might not be able to integrate your tool with a specific service.

They won’t like that answer, but at least now they know.

They know not to keep searching for the answer, call customer service, or struggle to do something which can’t be achieved (and getting angrier).

Yes, there might be a legal reason why you can’t respond to the question. Far better to tell them (that exact sentence) rather than let the comment go unanswered.

If you don’t get a good, quick, response you won’t use the community again.

And if you see most discussions don’t get a good response, you won’t even bother asking the question.

If someone takes the time to ask a question, you owe it to them to make sure they get a response.

Comments

  1. Dean Samways says:

    So much of my time in my previous role was spent giving answers to questions of which those who asked them probably didn’t want to hear. But, because I was the company’s first CM hire, the community seemed just thrilled that someone was simply listening to them before I’d even shared their success and actioned their concerns.

    But to relate this back to the post, this all flows into the idea that prevention is better than cure. If some questions are left to fester they may become toxic and affect your community in a very negative way. At least by peeling off that bandaid straightaway and quickly you’re preventing a bigger crisis further down the line.

Make your own comment on this post at FeverBee Experts

©2018 FeverBee Limited, 1314 New Providence Wharf, London, United Kingdom E14 9PJ FEVERBEE

We’d like you to join us.

We’re a group of community professionals who push each other to the cutting edge of our work. Every day we share our experiences, highlight new expertise, and push one another to become the best community builders we can be.

The day you join, you’ll get access to 1000+ practical tips, dozens of resources, and unlimited access to the top experts in our space. You’ll also get to see how we go about building a community amongst our own audience.

It takes just 30 seconds and doesn’t cost a thing.

CLICK HERE AND JOIN FEVERBEE

Level Price  
ALL COURSES The price for membership is $750.00 per month or $7,200.00 per year
Select
Community Development Program The price for membership is $1,100.00 per month or $10,560.00 per year
Select
Director of Community The price for membership is $8,770.00 per month
Select