Part of good customer support is looking at your company/site as if you were a user. And I don’t just mean going through the motions during an initial testing phase.. actually use your product without thinking.. what are the expectations with each click. This will help when you get an email from a visitor or member that makes little sense. You’ll be able to decode what they are asking for as quickly as possible. It’s the fastest way to keep them a member/customer.

I would also add… answer emails to customers/members immediately. The likelihood that they are still at their computer is high if they just sent an email. Plus, they are usually thrilled that someone “anybody” got back to them at all so you’re already doing great.

Probably the most important lesson is patience. Rome wasn’t built overnight and neither will your community/company. But if you knew that you probably wouldn’t have tried.

And my personal favorite.. don’t expect your closest friends to be your number one supporters or be out there preaching your gospel. It’s most likely not going to happen. Your first handful of members will take your company a lot further and give your more credibility than someone closest to you. Treat them as if they were your family and they will not let you down.

It’s so easy to get caught up in all the bright and shiny tools and forget about what the community brings to its members.

Focusing on truly trying to help or facilitate the needs of the community, as you point out, is really the secret to creating a successful community.

Saul Colt
Head of Magic
FreshBooks.com!

Three things I loved:
1. Customer service — Tat story about following Bill from Verizon to AT&T sounds like a story my dad would tell. Good customer service is THE most important thing for a company, because it’s the face of the company and the interaction with the customer. No matter how finely tuned things are behind the curtains, if that lady at the front desk isn’t smiling and making a connection with the customer– it’s over.

2. Higher your most passionate user. — This is amazing advice, I love it. I’ve never heard it put quite this way before and I’m defintely taking this phrase with me. Having a passion for what you are doing is invaluable.

3. Listen — With all the communication tools out there today, it’s true, we are so quick to hit “@whoever” and respond to the discussion. This is a great reminder NOT to do that. You learn SO much more when you are listening that when you are talking.

Also. I love hearing stories about Gary V like that, I’ve heard a few and my respect continues to grow for him. What a cool guy. Great stuff Justin!