Question about Baby Gear

1 Answer

Two IAs removed

Just wanted to point out that I think the IA review committee is working hard to fix IAs that are truly unjustified. I requested and had two removed in the last two weeks.

So, if you haven't already, the time may be right to ask for a review on some of your wacky IAs as well.

Worldvet

Posted by on

  • Glenn Rogers
    Glenn Rogers Jul 29, 2008

    I just noticed that in responding to your feedback, I was prompted to Rate you before I read your reply. This has got to be a problem.

    And yes, Peer to Peer voting is a wash and those will go away as new rules and a new paradigm is implemented that will make this a level playing field.

    Fortunately or not, the XYL and I both had some bad food on Friday so the weekend was a wash for me. But, it didn't look like I missed another round of intruders causing mischief. Thank god.

    I posted in the long thread between Ekse an Bezzerko that in the end we are all prima dona's too smart to be picking these little fights amongst ourselves and that there are more righteous fights to pick when the time comes.

    I have to add though, Ekse, as good as a lad he is, he really went a bit overboard crying a mile of tears over unrated chats. So, I think he was just asking for it, frankly. I even came at him a little left handed. (In the states this means sticking your nose in it.) I laid into him a bit about being jaded and too thick skinned when he sloughed off Thank Yous from Askers when a rater new (like me) expert had something to be proud off. It was a bit unlike him to do this and who knows what was going on in his life at the time. Me, I lost two old friends in a few weeks. I know life happens.

    Anyway, I wanted to point out how the "Review Committee" is actually doing reviews and not dismissals of our requests.

    Hope you have a good week in the down under.

    Worldvet


  • Glenn Rogers
    Glenn Rogers Jul 29, 2008

    One thing that I did, as I didn't have that many was send a request for each IA. Give that a try.

    Headed for the big city today a three hour drive.

    WV


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Hhmmmm i had 200 votes stripped off my account
lost an IA also. I cant work it out, Any idea what happened to the missing votes. I cannot help but to think that I had inflated ratings from "goodwill" votes of well intending experts?? . I dunno. I know that i had very few if any that I recall unlocked votes, unless they were way back. I actually checked recently before pointing the finger at someone else. Oh well. I always thought it was a bad idea to allow peer voting like that in the first place. Look at how it has affected Ekse. His rating jumped up. Guess its evened out the ranking then, so long as changes have been made to the voting system to prevent it from reoccurring, then fair is fair!. Makes me cringe in the realisation that we get like 25% votes from the public. This is something that needs to be addressed.... NOW THAT MY RATING HAS BEEN AFFECTED:[ What do you make of the whole fiasco

robo

Posted on Jul 29, 2008

  • Graeme Ross
    Graeme Ross Jul 29, 2008

    I just got this from the expertsatfixya


    Dear Robotek,

    We have looked into your votes and we can see that there was allot of
    inappropriate votes that were revoked due a spammer that was recently banned
    from the site. We also looked into the other request concerning the change of
    votes. We don't the change of votes to TFT but we do see that all is on
    order.

    If there are specific threads you are refering to please send them to us
    and we will be happy to look into those for you.

    Regards,
    Chantelle
    Expert Support

    That does not explain what has happened to my account. I accumulated those votes over 8 months, slowly but steady. Sounds like they have determined that i have been spammed for 8 months also. :( I feel let down.

    robotek



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SOURCE: I have freestanding Series 8 dishwasher. Lately during the filling cycle water hammer is occurring. How can this be resolved

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Safenude calling


A good average of Rankings (votes) to Solutions (answers) is 25 to 35 when you are getting your feet wet at FixYa. You seem to be about average for a new expert online. I was the same. Dan (Abrsrvcs) pointed out in a thread when I was early on here that we can spend a lot of time providing really well constructed, explanatory and instructive answers that have an underlying educational element and never get a vote but they will average out in the long run to increase with the new expert as you become accustomed to what it takes to land a response. It is a bit like fishing.

I just looked at your votes to solutions and your doing average so far. It can take quite a while before you get a response and even a vote. Often its just a vote and no response. You won't end up with a clue as to what you said that helped them. That is the luck of the draw.

What you could do is start to develop a method of "Follow Up" that will not offend anyone and get you an IA or a TFT, but at the least a Helpful. If they still have a problem and you can engage them in conversation, that will often get the customer more 'invested' in their post here, than they are by: driving-by and posting a question. They are invested enough to construct a profile and ask a question. We all would like to imagine that that's enough of an investment to respond to their email that you've posted as a solution. Well, some things happen that dissuades them from investing anymore time in the original post.

Often, they sign up, create a profile, ask a question and then minutes to an hour later figure it out on their own. Or, talk about it to a friend, neighbor, coworker or relative to find there is a local Guru who can help and does help to the point that the problem gets resolved without any further help from us. This scenario is really common and will account for roughly 45-50% of all you unanswered solutions.

Then, what does work? That's your question, what to do next. It does require an understanding of the person on the other side of the sales counter to effectively encourage a response. When a person comes here, to begin with, they are often at their wits end with a problem and very frustrated.

The trick then, is to spot the type of Asker based on the question and what they've put into their profile. So, when looking at a question in your area of experience and the question is well formed and looks like they were sober when asking it, I often click on their board name and visit their profile page. More often than not, its a barren page, less often they've put a lot of information on the profile page. Sometimes they are a returning customer. So, not only are you looking at a well constructed informative question, but also a person who has invested a good deal of time telling us about themselves. This makes for a good client to work with. And, the chances increase that they will work with you. Then, once again, you have to keep in mind that you want to "harvest" a FixYa, not at all costs, but earn the vote.

So when you've found a good candidate for a question you can answer with authority, clarity, informative and educationally. Your chances are good, and you'll have to forgive this analogy, land a fish. It is a bit like fishing for votes. But, its not about the Votes, its about helping people and the old adage that you can lead a horse to water... etc. holds true here as well. You can give them the best answer ever seen on FixYa but if they can't use it, don't want it or have no need of an answer any longer, they don't bite and you're still left with an answered solution on your books.

Most of us, judiciously use the Clarification Request to see if they're biting today. Its not a real waste of time on our part, but remember these people are often upset and frustrated when they come here; this is even more so if they have paid money to boot.

I noticed you have used the Clarification Request already but try not to let it become a crutch to lean on in fear of a bad response, all the time.

Now, to answer your question more directly. I do practice the "Art of The Follow Up" request. These questions are rather simple to construct and most of us just say: "Do you still require assistance?" And we leave it at that. This generates an email to the client that come into their inbox with a subject line: There's a new comment for the problem you posted at FixYa, or words to that affect, in the body of the email is a link that will bring them to the original post where they can read the comment. It is really easy for them, if they've followed the link, and haven't deleted the email, to write a one liner. Do they?, not all that often. I think they usually have abandoned the effort and delete the email or if they come to your comment have something negative to say. This is another area you have to be quite careful about: how you handle the customer.

Once they respond to your follow up, they are asked by a pop up to rate your response to them... again. If they are unhappy for one reason or another, or are just having a bad day, or have fixed the problem themselves and your answer wasn't *the answer* they will vote alright and give you a harmful vote. Often just for being 'late' in response they give out IAs and if you were close but didn't have *the answer*, as they see it, you get a TFT. IAs and TFTs take your ranking down. Helpfuls are neutral or up votes depending on your average and FixYas always bring your ranking up; but by how much depends on your spread. The spread being the relationship of IAs and TFTs, to Helpfuls and FixYas. Ideally you will want Helpfuls and FixYas to outweigh IAs and TFTs by three to one.

So, my philosophy on this is to analyze who the asker is and what state of mind they're in and make a decision to invest my time or not and if I am willing to but want to sound them out first and see if they're talkative, I ask a simple Clarification Request that is often the answer itself but will get them back hopefully and into a dialogue with me. Then I can post "Glad to Help" and mark that as a Solution. Then when they are prompted to vote they will take time to vote a Helpful or FixYa.

When the solution is an answer to a question and we didn't fix anything, they will rank you as Helpful. At this point I write another comment reasoning with them carefully to understand that an answer that satisfies them is considered a FixYa here and that this rank, a FixYa vote, is how we are rewarded when working in the Free Forum and not only the question that pay money. This is not a fib or a half truth, it is fact and a gentle reminder they juts got something for nothing. They will often bump up the ranking vote to a FixYa at that point. And, there are times they, now feeling a bit guilty for getting some thing for free, will respond by saying, "I can change my vote?" or "I didn't think I could change the vote. How do I do that?" Just so you know, they can click on a different rank then the one already in existence and some guidance and encouragement from you will make it so.

So, then, what do you do with these un-responded solutions? It's up to you "In Your Judgment" what ones to follow up on. Cherry pick these customers to whom you are risking getting a bad vote cast. Try to get them into a conversation in anyway you see fit, mostly its just: "Do you still need help?" or "Do you require further assistance?" you have to determine their state of mind and construct that single sentence follow up appropriately with the understanding they may return upset for being annoyed and down vote you, that is give out an IA or TFT rather than up vote you with a Helpful or a FixYa.

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One last thing, don't wait until the problem and your solution has gone stale, inquire with a follow up while its still fresh but not bordering on harassment. You have to use your best judgment.

There are a lot of TFTs I wish I had handled differently, now, then when I first started here. We don't get do-overs very often so when you do get a do-over consider yourself lucky and treat the customer like a friend.

FixYa has no hard fast rule that requires you to do any follow ups. That is up to you and we all have our methods but the successful experts with a few hundred votes will have more in common with one another than you the new guy at FixYa. Expect to make mistakes and get TFTs you wish you hadn't and when you get an IA you can ask for a review. Don't click on the report abuse button, just email our Community Manager and ask for a review. Our CM, whomever it happens to be at the time, will be judicious and remove IAs that weren't justified but will not remove them if you earned it.

Worldvet

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1 Answer

Drive By!


You may want to just sift through your IAs. I posted along with you on this guys washing machine. His pipes froze and the thinks he washer was affected by fozen lines either?

Anyway hadn't seen you on the board before and looked at your profile and went to see your IAs because we have had a lot of trouble in the past few months with trawlers doing drive by IA voting.

Lauren has cleared up all that have been found. She knows a good solution from a bad one. She'll fix yours and you can just ask her to give all of yours a casual review. Its her job anyway.

I could have voted on that once and got you to a TFT, but its best removed entirely.

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