It’s the little things.
Apr 15th, 2009 by Kris
In a recent meeting with a potential client I was asked what my most creative way of connecting with the users was. I think my most creative and effective way was pointed out to me by someone else.
When I was leaving CrowdGather one of the forum admins wrote me a very nice letter. Though we had disagreed more than once, he always knew I cared and had the best interest of the site in mind. He said he would always remember something I had done for one of the users.
In the off topic forum, a member was talking about how her youngest has having trouble with nightmares. My oldest had night terrors when she was little so it’s a soft spot for me. I was still living in Nebraska so I told her if she was comfortable with PMing me her mailing address I would run out to the reservation and and mail out a dreamcatcher that day.
My kids had fun picking out the perfect dreamcatcher in the member’s child’s favorite color. We got pictures of our trip and the things we saw. It became and very fun and interesting thread and was continued when her daughter received the Special, Authentic, Guaranteed To Work Dreamcatcher a few days later.
It was a little thing. Less than $20 and a couple of hours. Completely off topic from the theme of the site (Politics) and devoid of any company schwag. But in that little thing we gained a following of people who wanted to see how it turned out, goodwill not only from the mother but from other members who saw someone who cared, and loyalty from people who associate this site this a pleasant experience. It wasn’t an analyzed, ROI proving, marketing strategy stunt. I was just trying to help a little girl. These are a natural side effect of honestly and authentically caring about people.
It’s these little things that turn users into members. It’s what differentiates you from just another site in the void to a community.
Instead of being just a community manager (your position), you were being you. I think it’s when we bring our real selves to a job (our heart, mind and instinct) and think about our members, customers, and guests as real people too, that we end up always doing the right thing for them and for our company, whether we plan it that way or not. Call it what you will, the golden rule, good karma, pay it forward — it’s all about being real and taking the time to care. What a great story, a great reminder, thanks for sharing it.