Post by Former Member on Jun 13, 2018 5:23:04 GMT -8
This is a bit of a discussion about how it feels to have your issues talked down by staff with a bit of a recent experience of mine.
I'm a bit miffed after a staff member got snarky with me about the frequency of issues that occur on the site. I'm sure we all want the same thing, we want for the site to work smoothly and for everyone to be happy; my role in that can be to report issues as they occur and how they occur. I realize that if I don't report it, the staff aren't going to know about it. However, if I don't know about it, I also can't report it. I know that staff want to believe their product is in perfect working order most of the time, but there is no need to take an insulting tone with those who point out that something may be happening more frequently than you want it to.
Under reporting, whether in the waking world or online, does not mean a thing is not happening. Putting down members who insist that a thing is happening isn't good policy; you're missing the issue and allowing it to persist, while also making another person behind the screen feel terrible for trying in the first place. Such a policy would actually increase under reporting since members like me will feel less confident in reporting things that happen in the future.
In other words, you should probably take the things your members are saying seriously if you want to keep them around. I know it can be exhausting, as I've taken staff roles in the past on other sites, but talking down to members is a very quick way to lose them and to maintain a buggy system.
I'm a bit miffed after a staff member got snarky with me about the frequency of issues that occur on the site. I'm sure we all want the same thing, we want for the site to work smoothly and for everyone to be happy; my role in that can be to report issues as they occur and how they occur. I realize that if I don't report it, the staff aren't going to know about it. However, if I don't know about it, I also can't report it. I know that staff want to believe their product is in perfect working order most of the time, but there is no need to take an insulting tone with those who point out that something may be happening more frequently than you want it to.
Under reporting, whether in the waking world or online, does not mean a thing is not happening. Putting down members who insist that a thing is happening isn't good policy; you're missing the issue and allowing it to persist, while also making another person behind the screen feel terrible for trying in the first place. Such a policy would actually increase under reporting since members like me will feel less confident in reporting things that happen in the future.
In other words, you should probably take the things your members are saying seriously if you want to keep them around. I know it can be exhausting, as I've taken staff roles in the past on other sites, but talking down to members is a very quick way to lose them and to maintain a buggy system.
