[Communication Guide] #2 for Makers: The Art of Language That Wins Over Supporters
This content is
Part #2of
Part #2 of the <[Communication Guide] for Makers> series.
Be sure to bring this with you!
- We’ll share what to keep in mind when communicating with your supporters.
- We’ve compiled examples of responses that won over supporters.
- Find out what the two keys to effective communication are.
How exactly should you communicate?
| First, please be sure to keep this in mind!
- Never use informal language, swear words, or slander.
- Do not lie just to get out of a tight spot. The truth will eventually come out, and you may end up facing even greater risks.
- Do not provide incorrect information. If the details are difficult to verify immediately, it’s not too late to take the time to look into it before responding.
- Even if you receive repeated similar inquiries, we do not recommend giving half-hearted responses.
- Refrain from emotional or aggressive attitudes. Feedback on Rewards isn’t meant to criticize the maker. Why not treat it as fuel for growth and communicate with supporters in a calm and composed manner?
| Second, why not try this?
1. Provide specific answers to inquiries
- Include a statement acknowledging that you’re aware of the supporter’s issue. This will put the person who sent the inquiry at ease. Please describe the solution as specifically as possible.
| “Dear supporter, it sounds like you’re experiencing some trouble using the product. If you encounter such an issue, you can try the following solutions.” |
- If you can’t answer right away, let them know you’ll look into it and promise to provide a specific response by a certain time (e.g., by 6 p.m. today).
- If a supporter’s question isn’t clear, ask them to clarify to ensure you’ve understood correctly.
| “Dear Supporter, I’m not quite sure I understand, so I have a question. Does this issue occur when you set it to ‘ON’? Please let me know, and I’ll provide more detailed guidance!” |
2. Actively share updates
- Actively share updates on the progress, such as the mass production process. This can help build trust.
- If a problem arises, don’t hide it from your supporters—let them know. If you’ve built trust through open communication, you’ll find that many supporters will stand by and cheer for you.
Example: “News” section in Marun Five Maker’s Sheebra project
| Third, here’s how to make it even better!
1. Provide responses that win over supporters
- Try starting your communication by addressing the supporter who reached out by their nickname. After all, they are precious people who believe in the sincerity you’ve shared in the Story.
- However, please be careful not to use real names instead of nicknames on public communication channels without consent, as this could constitute a violation of privacy.
| “Hello, ♡Joy♡! This is the Sweet Tteokbokki Maker team!” |
2. Use words that show empathy
- This shows that you view the supporter’s concerns as your own and are listening to them seriously.
“Hello, [Name]! I know you’ve been looking forward to this for a long time, so I understand how upsetting it must be to receive a defective product.” “Hello, Supporter 00! It must have been very inconvenient for you to use since the handle wasn’t smooth.” |
Let’s take a closer look using a real-life example.
Active listening and kindness are the keys to communication
Reading the makers’ kind explanations always puts me in a good mood. I’m sure the makers who’ve read this far will agree. Above all, what matters most is a willingness to listen and kindness.
In addition to the four channels mentioned above, there are countless other ways to communicate with supporters. Inquiries may come directly through links to your social media, website, or blog. Or you might receive calls via Kakao Plus Friends or the official customer service center.
No matter which channel the inquiry comes through, you’ll be able to communicate proactively without getting flustered. That’s because you’ve equipped yourself with specific methods, as well as the tools of active listening and kindness. I hope you’ll earn the full trust of your supporters through consistent communication and warm words.
| Want to become a “Communication Guru”?
I’d like to learn more about how to write News posts
<[Communication Guide] for Makers> Series