Hey guys so I've been trying to remember the last time you guys had a real back an forth with us on here.............gimme a minute...........nope sorry, care to offer up a link guys......? I've completed quite a few qualifications in my time....retail, business, trade, ICT.....Every single one of them states (within the basics) when dealing with potential, current and prior customers/clients to use active listening skills along with open ended questioning. Now I know that's not the correct context but the point remains, there needs to be some form of two way communication from you 'Community Managers' not just a single post or reply to a post. Nothing comes from a simple 'One Two' .... Discussions where it's at.