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.