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: firstname.lastname@example.org – 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…
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?
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.