“A common fear for companies is that if they open up a space for customers to share their problems, that it will be really negative and toxic. To that, I always remind them that any negativity that people feel toward your product is already being shared, just not in spaces where you have access and influence. It's much better to be able to own the space where these conversations are happening, to hear what people are saying, and be able to proactively respond. Kobe always recommends taking any heated conversations offline, “Ask the member to chat over email or phone where you can address their concerns one-on-one, or even escalate to a senior customer support agent to address sensitive situations.” Even in the most negative communities, over time you can turn the corner and develop a culture of positivity and optimism by continuing to show up, make your customers feel heard, and address their concerns with honesty and transparency.”