Just wanted to ask another question, this one pertains to hosts that have customer forums.

If you have a customer forum with a section for customer comments, do you acknowledge each and every comment about your service or do you usually just pm them a thank you.

I could see how it would make a forum very long but at the same time you don't want to appear to non customers that read it that you are rude or oblivious to the thank you's.

What do you all do?

A brief one-liner "thanks for the feedback!" reply wouldn't make the forums too lengthy, I would think. Plus it would, as you pointed out, demonstrate to potential clients (and current clients) that you do read your own forums, participate in them, and respond to feedback.

Here's an expansion on Freckle's initial question (sorry, Freckle): do you respond both ways to some or all customer feedback in forums? I respond via the forums always, and via PM occasionally, but not always. I have found that occasionally a client will buttonhole you with the "while I've got your attention..." line and ask a few dozen questions - which would have been really, really good to have asked and answered in a public venue (re-use of the information).

Oh wow, I just looked at your profile, I was just yesterday reading the article about you in PingZine and visited your site previous to that, now it really is an honor to meet another lady web host.

I can tell by your posts you have been at this a while and that is why I looked at the profile.

See that is my problem I have never been good with the one-liners but I will practice that and see if I can get used to it. :lol:

I don't mind at all.

Yes that is my goal, to try to get my customers to use the forum more often so that I can answer the questions there, that way everyone will benefit from it.

Thanks again Lesli, nice to meet a VIP.

Nice to see the ladies getting in there and active.

We tend to leave the customer comments as that - we should take no action to add or remove from any comment posted.

If they do post in other bits with compliments or the other one then we will answer appropriately with thanks or apologies/remidies.

I put,

"Thanks for the comments, They make me feel all warm and fuzzy inside." It's funny and get's the point out! :lol:

Currently, my company does not have customer forums due to various reasons, however, when it did - neither myself nor any employees would react to a positive comment from a client, however we would intervene when one posted something negative.

Personally, I never saw a point in commenting on good feedback - it simply adds extra pointless work to already hard-working employees. That is, of course, only my personal thought on the issue. Many companies however do make a point of replying to their positive feedback; although now the fact my company does not have a customer forum - I'm lucky enough not to have to make that decision anymore.

Yup, I post thank yous to customers that give me a good comment