(This applies to a very small minority here. But if you see yourself in anything I am writing, then I am talking to you)
I'm not as nice as I have to be here on ActiveRain. I represent our company in everything I do here so I want to make sure people's interactions with me leave a great taste in their mouth. I want them to walk away thinking, "wow, that was great customer service for a free website"
I think that most of the time that's the feeling people get. But in real life, I could never be this nice...........
I have been answering customer support tickets for the last hour and I had to take a break and give you a few thoughts......
Let me give a lesson in asking for assistance:
Typing in all caps is akin to screaming. I'm not a small guy and I can almost guarantee that if you were standing in front of me asking for assistance to get the score in your profile fixed, you WOULD NOT BE SCREAMING AT ME. I can also guarantee that if you were screaming at me, I would be screaming back at you. However, when you type in all caps, I just bite my finger and respond with an answer and thank you for your patience. I promise that wouldn't be my response in real life.
Sending the same ticket in three times in the course of a day getting more and more agitated every time you send it in is not going to get your ticket answered any faster, or any slower. In fact, it's only going to get other people's questions answered slower. We got it the first time and we will attempt to solve it in the order it came in. In real life, if you kept walking in my office and asking when I was going to get to your problem, I would tell you to quit coming in my office. Instead, I just answer the question, move on the next one, answer YOUR question again telling you that I answered it once, but it must be so important that you wrote in twice that it deserves the same answer twice........answer the next......you get the point. Every time, I will probably thank you for your patience.
Using extra question marks and exclamation points is about the same thing as screaming. If you were to ask me a question in real life, then follow it up with, "right? right? right?" You can expect a smart ass answer from me. At the very least I will tell you that I am not stupid, I heard you the first time you asked the question and to not treat me like I am your kid or your spouse that you don't like. I treat people with respect and nothing will get me more irritated then when someone speaks down to me or insinuates that I don't understand or comprehend what they are saying. When you write, your punctuation matters, don't over use it!!!!!!
If there is an issue on our site, do not expect that you are only one experiencing it and that we are targeting you somehow. 99% of what occurs here is automated and sometimes our code gets a little funky and something gets broken. We really appreciate you letting us know. When you let us know, please don't insinuate that we don't care about your issue. We do immensely. In fact, we probably have a very high paid developer looking into as I am responding to you. However, most of the time things are working correctly and it's not us, it's you.........but we'll still help get it straightened out.
There are a lot of you and only a few of us. This is very important to realize. We are not sitting here at the office playing Wii (until after hours) drinking coronas (although I wish we were) and laughing about your issue. What we are actually doing is busting our asses to try to provide you with an amazing free platform to help build your business.
This was totally off the cuff, I'm not even going to review it before I post it. Should I have put it in draft and come back a little later and taken the edge off? Well in my real life I never get the chance to do that, so I thought I'd just let it fly this time.............
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Bob - thanks for reminding us to remember that there are human beings at the other end of things. You were very helpful and kind in answering my query--and I don't mind some sarcasm. Especially when I'm being a doofus!
Have a Corona on me. The wii? Seems like everyone should have a tension-buster in the office.
LOL, am I'm not on 24/7. Private joke... feel better. Now pass the corona. opps white wine...Oh never mind, bedtime.
Bob -- I think you have been incredible responsive. I sent in a ticket and the situation was looked into and taken care of. You do a great job. I must say for some reason, however, my usual user name and password would not work so I was unable to confirm the status ... You all have a lot going on and I think you do a remarkable job...
You go BOB! Tell them like it is and if you have any trouble, just send them over to Jacked and we'll take care of them for you. :)
I THINK YOU DID A GREAT JOB!!!!! I had to be the first jokester to do that. I take it you had a rough time of answering the customer service tickets. May your day get better. And thanks for reminding some people that this is a free site. We all should be grateful. Thanks. by the way I forgot to write you about this problem I was having........ Oh wrong person. Good people do not need laws to tell them to act responsibly, while bad people will find a way around the laws.
Plato (427-347 B.C.)
Bob, thanks for all of your hard work. Now take a break and GO HAVE A CORONA! You deserve it!
hmmmm let's see.... all caps - nope, extra punctuation - nope, multiple complaints in one day - I don't think so, getty bossy and demanding - maybe? IF IT WAS ME I APOLOGIZE !!!!!!
bad day? I promise not to yell in my emails to you any more, Bob : -)
btw - thanks for all you do.
Yeah man, sorry for the emails I sent ya. If this means you want me in a 'Cage Match' ... I understand.
Seriously though, you're freaking right. You can take service to a whole new level and be above and beyond accommodating and accessible and some people still don't get it. I deal with this everyday, myself. Shoot, you may have just inspired a rant on my part;-)
Is Caulk crocked?
Bob, when Kelan gets a bit older, make sure you don't take him on a road trip after a long day of answering support tickets.
KELAN: Dad, are we there yet?
BOB: Not yet.
KELAN: Are we there yet?
BOB: Not yet. Thank you for your patience.
KELAN: ARE WE THERE YET?
BOB: SHUT UP KID!
KELAN: Why did you subtract points from my Active Rain profile?
Hi Bob, I know you guys work very hard, and I know for sure I am very grateful for all of your support, especially on a free site. As a matter of fact, I don't think I would be surviving real estate if I had not been given the gift of AR. Don't want to get too mushy though, I know I had to hear a snicker on one of my questions! You have been the perfect example of nice in dealing with my little questions, and I will forever be grateful. Now, if I was there, I would definitely buy you a Corona!
Bob~ Just for the record, I think you are awesome! I am very happy with the customer service and any questions I have sent directly to you were answered extremly well. Oh! By the way- I noticed that you used alot of exclamations for puctuation right here... "When you write, your punctuation matters, don't over use it!!!!!! LOL!
Hi Bob,
So how was your day....now I want a Corona LIGHT, thanks alot!!!! ;)
Don't forget the limes:
Would it help if we sent you a large pizza with our question spelled out in pepperoni and a couple of frosty mugs of your favorite microbrew? Thanks for keeping it Raining, AR Team!
Bob, I hope you are laughing at the commenst by now and feeling a bit better!!!!!!!!!!!!!!!!!!!!!!!
Sorry bro, had to do it...
"Are we not human? Do we not bleed?"
I have to say, that in all my travels and career experiences, Bob is the consumate 'Front' man and a most capable dispenser of all things customer service related. Most companies 'talk' about genuinely caring about their customers, but Bob Stewart 'does.' Day in, day out, he's always on the phone, helping someone out with some issue or concern. He is one of the main reasons I love my job.
I sent you an email
All Caps..nope
Polite ...yup
Condescending...nope
To the point....always
No answer yet but that's OK :-)
~~~~~~
Thanks for being so helpful to all of us!
and these are professionals you are dealing with ..... imagine what Tom goes through at myspace. (while one is too many, thankfully it is a small minority and NOT the majority that treat you that way, Bob.)
Bob: You? Scream?! I can't believe it! Honestly, I am guilty of triple exclamation points but, it's generally because I think I've said something funny!!! Seriously, you and the entire AR staff have been AWESOME and I am so grateful for what you've done and continue doing for my business. I can't imagine what I would have done for the past 6 months in real estate without Active Rain. THANKS!!!! ;-)
Jacobson does not bleed...;-)
BOB!!!!!!!!
DO NOT RELY ON DRAFT MODE EVER!!!!!!
WHAT HAPPENS IF YOU GET AN UNEXPECTED ERROR??????? HMMMM??????
USE MS WORD SO THAT YOU DON'T LOSE YOUR RANT!!!!!!!
TAKES AWAY FROM YOUR WII TIME IF YOU HAVE TO RE-TYPE!!!!!!
By the way, I know what it is like to type and submit without analyzing. You know what I mean...RIGHT???????????????????
Man, must have been a rough day. Smile, we love you! PS - Consider switching to hard liquor - it works faster - from my state of bliss via Long Island Ice Tea!
Surprised that Slaybaugh hasn't showed up yet asking his new trademark question...
What is Localism?
I don't think you will ever know how much you are appreciated. Everyone on AR is quick to respond and resolve our problems. This site is awesome, and always will be. Every problem that I have had on Active Rain was caused by me. And fixed quickly by you.
Thank you for all that you do. Try Yoga.
I have no idea what prompted this post, but I do appreciate it's honesty. I juggle the management of a household, company and clients and the numbers are nowhere near 100,000+ But, it keeps me busy and sometimes makes me really, tired. Trust that tomorrow will be better...hope that tommorow will be better...Beg that tommorow will be better. :)
Bob - You scream, I scream, we scream, LETS ALL SCREAM FOR ICE CREAM, shit shoot , i was screaming. :) sorry :)
But really, how do you really feel Bob Stewart ? Anyway, I left you a gift, thought it might help take the edge off...
Adam - That was wrong !!!!! Just so really , really, wrong man !!!!!!!!!!! lmao. NOW, STOP SCREAMING AT BOB STEWART, YOU ARE GIVING ME A HEADACHE
Bob- I would not be biting my tongue any longer if I was in your shoes! That is just plain rude. Honey catches more flies. I asked you nicely to reorder the subscribers and I explained the reason why, you were so kind to take care of it and have it changed so quickly. We love you and just flick them off when they scream at you. You know, on the phone, we are taught that you just hang up on someone when they scream at you. Maybe you should just press the delete button!
Wow! That felt good and it wasn't even my rant. We now resume our previous programming (no pun intended.)
Hi Bob :)
Really, Coronas in one of the best microbrew areas of the country? Seriously.
In person, standing right in front of you -- I could totally take you. (Leave it alone, Slaybaugh)
As I read this I thought oh no did I not realize I had the caps on, I would never yell then I read the rest and whille it was along the lines of my question was I think I used proper educate. We all still love you and I will have a Corona for you tonight.
Brian that was some funny stuff.............. I think our working together somehow my sarcasm has rubbed off a bit...
I am so proud.............. NOW TAKE A FREAKIN' POINT AWAY FROM ME AND BRIAN
PFTTTTTTTTTTTTTTTT
It's not healthy to keep all those emotions bottled up inside - good thing you let them all hang out!
Wonder how this blog would read after a few of those Corona's ?? Could be interesting....
Bob, thank you for helping me when I was having my Club Chaos melt down. Very much appreciated. I will not touch the settings buttons ever again... Seriously. Please enjoy yourself in all things and kiss the baby. Regards, Carolyn. :-)
And who stole McCormick Ranch? Your chimp programmers aren't exactly working around the clock on that one, are they?
Bob - EEEEK - I am so guilty of all of the above in my blogs but I have never complained to you.
My guilt now that you so kindly pointed it out is this: I DO NOT MEAN TO SCREAM I just like all caps sometimes and I love to make sure you get the point!!!! However - it does look stupid! ONCE IS ENOUGH! I am also guilty as I am an avid Sex in City....(Dot Dot Dotter gal) -
So - now I will go drink a cold Corona for you and send my LOVE TO YOU via AR and wash away my guilt if I ever stressed you in reading my rants and I promis we will all try really to do better.
I also love that you pressed the POST - oops here I go again - post and went off your gut to just send this out to the world - sometimes that is just what it takes and I loved hearing your inner true self. I would bet you are a pretty cool guy and by the way - oh, how I love your picture with the baby. It confirms your coolness in my book. Thanks for your honesty to all of us and thanks for the FREE best tool in real estate! Was this a Wall of Words?
Bob~You are way too nice!
Who would think that a free website would have people COMPLAINING about it????? ; )
Hope people start being nicer to you.......
Bob, tough day at the office? Go home, have a beer and play with your kid. Tomorrow is another day to deal with us impatient bloggers. Take care. AJ
Very clearly you have a lot of friends here on AR. They are very kind with their responses.
Bob - I do not know you personally and have not dealt with you, however, I have submitted an issue before which was responded to quickly by you or your staff. Customer Service is hard in any profession, but you clearly are a man who cares and takes care of the issue. Thank you to you and your staff! Hope the rest of your week is better.
Many years ago, I tried to explain to a lady that typing in all caps online, was considered yelling. She argued with me and demanded to know why. I tried my best to explain to her that it was proper "Netiquette". Would you write or type a letter to someone in all caps? And LOL at Adam's comment.
I have to admit though. I play online games and during the ingame commentary, I'm sometimes forced to type some words in caps, or over-punctuate, in an attempt to get a team-member's attention. *hangs head in shame* LOL. So how do you feel about the little astersisk comments?
Bob, just put it down to inexperience and stupidity. It has taken me some time to understand how the tickets work. Now, I am cool. Now, what is Localism? and why do you keep deleting my wonder words? Have a cold one guy!
What I really like is that I can reblog this one. :-D
Thank you everyone for commenting. I wrote this at the end of a long day and yes I was a little frustrated. But even on my worst day of work (and this wasn't even close) I feel so blessed. I get to work for a company that is doing awesome things, helping lots of people and has the potential to help lead a revolution in a major industry. I couldn't more excited to come to work every day.
I'll come in tomorrow and try to respond in a little more personal manner. Thanks!
Bob: I think it should be obvious that anyone who write a letter... whatever that letter is about... that the letter be written in the form most likely to get the response the writer wants. So... writing a very nasty letter, with screaming, sending it four times in a day, and over-emphasizing what it said in it... is a very foolish thing to do... and for sure is not the right way to "get what you want." It is not a request, it is a "rant." What silly people you have to deal with... :(
As I wrote a note to you all yesterday and hit submit on the "contact AR" button one thought came to my head: How in the world does AR find time to answer everyone?
I'm glad you submitted this without going back and prettying it up. You're human, let the frustration out.
Bob - I'm still pissy but I don't think I ever yelled! ;) Hope today is a MUCH better day. GOT IT?!?!!
Hey, Liz - I'm a Dot, Dot, Dotter Gal too! It irritates someone here - I think the Crouchmaster - too funny!
Bob, All I can say sit back and have a cold one. It times like this I miss my boat. Thanks for your assistance and time.
Bob,
Just double checking on this.
I frequently put multiple question marks to indicate a statement that I am not sure of, my confusion, my surprise, my bewilderment.
Not to ask the question repeatedly.
Help an old man, I've got the shouting thing, and I fully appreciate dealing with the impatience of some questioners.
But repeated question marks conveys disrespect ???
Not my intention, but if it does I need to stop.
I do not want to be guilty of, as you wrote, "When you write, your punctuation matters, don't over use it!!!!!! "
Thanks for your help here and elsewhere.
Richard
I feel your pain Bob and do not envy your job at all. You must have the patience of a saint!!
You are very appreciated Bob and this company listens to it's customer's suggestions more than any other online business I know. I can't imagine whatch'all go through on a daily basis but THANKS.
Virginia suggested Yoga. I know it may sound silly but I started it back up a month ago and my mind and body is at peace and it seems like I can deal with much more now just by going an hour a week. Take your baby momma and make it a date night :)
Your tall? Never noticed, thought we were the same height. lol
I just submitted my second concern/inquiry ever -- I know I did not use caps, I am pretty sure I was polite but probably used a couple extra !!! Sorry and glad to read the post as I will think about those "!!!" in all my communications in the future - never thought about it that way. You guys are great and I love AR.
Stew- I think you need to just step away from the tickets, pick up a plane tick and head to Myrtle Beach man. By the time I finish with you, you will not even remember what tension is....just think...a round of golf each day followed by a few hours relaxing on the beach...and the day ended with excellent food at one of the over 1500 restaurants... Plus you can watch kelan and belle beging their courtship! does life get any better?
I don't believe you... I HAVE met you in person, and you are just a really nice guy. Bummer, huh? I guess it is good that people don't have to wonder about me. They know I'm a butthead.
Bob, I think you said it best when you said, this is a free forum! The problem is that Active Rain is so awesome (and you too!) so the expectation is set very early and it is just hard to deliver exceptional service time after time, yet that is the expectation.
As my husband says to me when I complain about not getting flowers for several months, "I should have been a pig". If he hadn't bought me some in the first place, I would probably never expect them over and over again.
Bob, I'm sorry if I've done any/all that, and probably more.
We all have bad days, and I guess we forget that as bad as ours might be, yours are probably 100,000+ worse.
And when we're not technical, I guess our problems seem bigger than everyone else's; and we rely too much on people like you to help us out.
Forgive me AR GODS, for I have sinned! :(
Bob, the comment above was mine. Sorry, I didn't mean to repeat this, I SWEAR!!
I forgot to log in first (see what I mean about being (not) technical)?
Gee Bob, I talked to you on the phone and met you in person...you really were that nice...even if you were faking it. (just teasin) Sorry you have to deal with so much whining...I know I just sent an email in but No ALL CAPS and no tude...just tears. :)
Bob- not gonna take me up on my offer? I am shocked!
Bob, you've opend "Pandora's Box" here. Good for you...I've thought for a long time it needed to be said and I've even posted about it. Having been a software developer in a past life....I'm always amazed at the level of support that is constant here in the RAIN.
......
What we are actually doing is busting our asses to try to provide you with an amazing free platform to help build your business.
...most of the time things are working correctly and it's not us, it's you.........but we'll still help get it straightened out.
......
I remain even more amazed at all the new features/platforms that are being integrated and rolled out. I continue to be blown away by the leading edge opportunity that is available to us here.
Furthermore the good humor of all is what helps us on any given "bad" day....even for Bob Stewart. Your bad day is even good customer service!
Great "vent"! Everyone needs to blow off some steam sometimes! You guys at AR are doing a GREAT job! We appreciate you all so much!
Thanks for all you do!
Bob... we all get frustrated and it's great to blow off steam. I know I can be impatient at times.... but the things that you mentioned, aren't neccessary by others, free or not. But a free site is also a great point.....
+
= CRAZY EYES
Belonger, impatient? Nah... that's gotta be a rib;-)
Bob, we love you! We love all of you at AR!
Sooo glad to hear you aren't really that nice. Some day you'll need to address those of us who like to use ... and type words like sooooooooo
Bob, We totally love you...(dot, dot, dot...that's my style of writing is that wrong??? (oops, can I only use on "?"), does that mean anything?). I'm going to have to learn to write again. LOL. Here's a corona, a martini, and the h*ll with answering tickets. Now, I do apologize, I think I've probably been guilty, in the past. Trying to be good! :-) You're the best and so is the rest of the crew here!
Thanks for the wonderful site.
Give Kelan a kiss for me! He's adorable!
I missed this before, but when I read it...I felt bad for you. I think you, and ALL the guys, are awesome!! I can't believe how accessible you are to all of us. You guys are doing an amazing job. THANK YOU!! Here...this is for you...the next time you get frustrated. GBU!