Helping clients help us help them

[webmaster]

Actually Mike both my consulting time and the writers consulting time is part of our services, I routinely speak to customers about their websites, architecture, SEO plans etc (Susan posted in the thread, I help her set up her areas in the CMS just the other day) - The same goes for the writers - if customers would like to speak to them directly on the phone etc, not a problem at all, we have even had a few customers come up and spend the day with us

Maybe I am different, but if and when I do utilize your services I would be all over you like a bum on a ham sandwich with information about my areas. For crying out loud, you are in Canada, how much could possibly write about my areas without my feedback?
On another note...maybe people feel intimated, or take their knowledge for granted. Just a thought, but what if you included in the price of your services a phone call with these hard to deal with customers. Who knows, maybe they feel like they can't write but are dynamite on the phone and will talk your ear off.
I think the point I am trying to make is when these people say "I don't know what to write" or "I suck as a writer" you are still asking them to write in an email. Some people don't realize how much they know until they speak.

Just my .02.

[metaylor9]

Actually Mike both my consulting time and the writers consulting time is part of our services, I routinely speak to customers about their websites, architecture, SEO plans etc (Susan posted in the thread, I help her set up her areas in the CMS just the other day) - The same goes for the writers - if customers would like to speak to them directly on the phone etc, not a problem at all, we have even had a few customers come up and spend the day with us

I understand that, but have never been involved in this sort of transaction so I cannot speak from experience, but my question is do "they" feel comfortable picking up the phone to call you or your staff? I know when I first had a website designed by you guys, I felt (maybe wrongly so) that my communications should be through email. Maybe you could (and probably do) set the expectation that "Hey we are here to help, if you want to call me, no problem".

Maybe I am crazy, but I think sometimes people just need to talk to someone to get their point across. I know sometimes when I need work done I actually call Craig just because I like the way he laughs and want to talk to him. Side note...He seems like a great guy and I love working with him.

What I am trying to say is, some people may need their hand held a little more than others. If I got 5 emails saying "help me, help you" I would take advantage. However, others may not feel comfortable emailing or picking up the phone to call you. Maybe after the 5the email you should just ask when a good time to call them is.

[Gerry]

....I would be all over you like a bum on a ham sandwich

HAHAHAHA awesome expression. It's always good to see "ham" and "bum" in the same sentence.

On another note...maybe people...take their knowledge for granted.....Some people don't realize how much they know until they speak.

You've definitely hit on part of the problem, I think, Mike. People have a hard time recognizing what they DO know about their area - they take it for granted, as you say.

I run a forum focused on my city, and relocation-ers are always registering and asking for information. Knowing what other people DON'T know, helps one to realize what one DOES know.

Common questions:

• "I saw a (rental or for sale) listing in neighborhood X. What's that area like, and where the heck is it?"
• "What's the "feel" of the city? What's the emotional tone or cultural vibe? Are people friendlier than elsewhere?"
• "I identify with a sub-culture (anime fanclubbers, gays, artsy folks, 4X4'ers, swingers, family groups, religious affiliation) -- is there a place for me in your city?"
• "How much is the average 2 bedroom rental suite?"

Just some ideas. Really, everyone with a real estate website should just start writing (notes, if they're not into real writing).

I think we're going to develop that online form, as was discussed above.