http://cdn.meme.li/i/i0h6l.jpg

:)


On Fri, Oct 25, 2013 at 1:41 PM, Joe Stump <notifications@github.com> wrote:

> In Customer_Interactions.mkd:
>
> >
> >  ##Turnaround Time
> > -It is our goal to respond to all support inquiries as soon as possible and within 24 hours, at latest.
> > +It is our goal to respond to all support inquiries as soon as possible and within 24 hours, at latest. Our entire team has been enabled and empowered to respond on behalf of Sprint.ly. Different mediums have different standards for respsonse times, however we like to maintain the quickest possible. Keeping the sentiment that the customer is number one.
> > +
> > +##Twitter Policy
> > +
> > + First and foremost, let’s talk as though our Grandmother could read these tweets. No swearing or personal attacks. We are shaping the company’s brand to fall in line with Joe’s “Cool Developer” attitude and want to remain approachable. Although, we are not superior to anyone else, we do know what we are doing. Keep in mind that we are trying to not only introduce a new product to people, but also a new way of doing their job. This document will change over time as our internal tools and brand identity are molded.
> > +
> > +Keep it personal -  When messaging on twitter, we want to present people with the image that we are actual people. We are not and should never be, a big building full of unreachable people.  With us being so small, EVERYONE is a customer service representative and you should strive to be personable and helpful.
> > +
> > +Resolve in PUBLIC when possible - When people are having issues, don’t immediately try to take the conversation to email. Letting people see us humbly approach customers with issues and resolve them in front of everyone, proves that we stand by our product. Keep in mind, we don’t want to feed the trolls as well.
> > +
> > +Refer to the help files  - Use the help files when assisting people. This trains them to find answers in the future and it keeps us on our toes by keeping the documents up to date. It also demonstrates that we have a well documented product.
> > +
> > +Use Hashtags when spreading knowledge  - Check out this document which will change as we move forward: https://docs.google.com/a/sage.ly/document/d/1nciwXYsEx-LT1xIJ7CBTO1QVeecELMy2L6tFXnGIga8/edit
>
> > +Make sure, if you are promoting a new blog post or a bit of the theory behind Sprint.ly, that you use the proper hashtags. We need to get into areas where people are talking about project management and using these hashtags will help spread our reach.
>
> I hate hashtags. *ducks*
>
> —
> Reply to this email directly or view it on GitHub<https://github.com/sprintly/sprint.ly-culture/pull/12/files#r7224503>
> .
>



-- 
Donald Harris
Brand Evangelist
-------------------------
twitter: @sprintly
Blog: blog.sprint.ly
YouTube: www.youtube.com/user/sprintly
Facebook:https://www.facebook.com/sprint.ly