In those years, the operation made a mistake: Mop product director chat 6 offenders in user operation

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Editor's note: The author of this article is a MOP network product Operations Director Class (@ Mop Class), he based on personal experience, combed the user's operating links easy to make mistakes. In his view, user operation is the most important and difficult part of the operation, the basic logic is simple, but the actual operation will often ignore the details.

A lot of people ask me about some of the problems encountered in the operation of the user, combined with some of my previous experience and experience, in this and the exchange with you.

Operation is actually a very deep knowledge, like military troops, do not stick to the rut, only the flexibility of mobility, TSE to win. Maybe a lot of reasons we all know, but do not do, did not do is equal to zero, only after actual combat, can really enter your belly.

User operations are the most important and difficult part of running a business. The basic logic of user operation is very simple, that is, first of all, analyze the attributes and characteristics of the people in your community, set up the user's "pyramid" structure, and then divide each link into "pyramid", each point to find different breakthrough points, find the same and different operational strategies and solutions.

The key to operation is the details, the more easy to ignore the details, the simpler the problem is not to do in place, the more the repetition of things will not go deep. This is the difference between operations.

This article only represents opinion, different people have different understanding, does not mean that I said must be right, or that sentence, only hope to give you some inspiration and help. Let's get to the point ————

Easy to make mistake 1: Wait for the user, keep the user of the Community forever

Class of understanding: This is a lot of operators into the community work, easy to make a mistake. Remember that the best users are never waiting. The basic strategy of user operation is actually 7 words: Station to look outside the maintenance station. Many people have been doing the first 4 words. This is actually like raising fish, we have to do is a fisherman, not an angler. The fisherman knew what kinds of fish were suitable for the pond, and he knew better than to sprinkle the new fry regularly. Anglers will only make the pond less fish.

User Maintenance strategy is also 7 words, wide NET, focus on training, and the logic of looking for objects. The best users are always your heart. It's definitely not waiting. Why? The reason is very simple, because your community is not Facebook, not qqzone, not let you never finished users, even if there is, the user data analysis backstage, can not help you solve everything.

Solution: Make a good effort to be a fisherman with heart!

Easy to make mistake 2: Ignoring the important time period of night

The understanding of class class: Many people put the effort of the user to operate the work in the daytime, often neglected the evening this important time period. It is important to take advantage of the day. Notice, the user work very tired very tired, want to do user operation work, especially you work early, do not spend a lot of time, accumulate enough good enough users, want to be lazy, certainly is not.

The advantage of user operations is that as long as you pay enough attention, the more you become more popular, the easier you will be.

Why should the evening time also use good. The reason is simple, you think of the day may be on your site are some people you understand. You're at work during the day and most people are at work. Has depth, has the level, has the thought, has the culture, has the connotation the user, may have so many time big day also daily to bubble your website? Moreover, "the bad currency also can dispel the good coin"!

Solution: Work hard at night. But pay attention to the body!

Easy to make mistakes 3: treat users simply rough

Class of understanding: the community, in fact, is a society. Since it is a society, the inevitable fish dragon mixed. Then you also know the "water is clear to no fish," the truth. Don't expect your community to be full of good people and cattle, because that's absolutely impossible. Also do not see the user is very simple, we are from the real life of people, can be on your site's basic will not be a fool. Many people may be much taller than you. I

Mop has encountered many users are the company's boss, director, and even the foreign enterprise's annual salary of millions of dollars of senior executives, many users are in the reading of graduate students, teachers, as well as a lot of elites in all walks of life. However, in the community, you may never know their true identity, they will not necessarily tell you. Many people in the real world can not find a sense of existence, in the virtual community to find the true self.

If you are simply rude to a user and you do not give him a reasonable explanation, you will lose more than just one person, but several people or a group. So you must consider the consequences.

Solution: Any user details outside the Community rules must be handled carefully. Users are always right, the user is to help you do a good job in the community partners. Do you have any reason and qualifications to let users feel that you are superior?

Easy to make mistake 4: When communicating with the user, the transition relies on QQ

Class of understanding: QQ is basically a direct communication with the user to use the most tools, but do not rely too much on it. As we all know, the Chinese characters are profound, your words, the other side may take your tone to understand the opposite. There are some people who often chat with the user can not grasp the focus, talk to the long-winded.

When communicating with a user, you must understand what your purpose is. Help him solve the problem? Cultivate feelings? Talk to him about things?。。。。 More people, but by the user into the, you turned into a chat with him, sometimes even talk of the cheerful, this is working time Ah! 8 hours a day, you think about how much time you have. A lot of time is wasted by you. There is a situation, sometimes QQ has not been clear, the other side of the edgy, then you will not give him a call?

Solution: Understand the effective, flexible use of time to help users solve problems for the purpose.

Easy to make mistake 5: When two user groups conflict, try to reconcile

Class of understanding: Please note that the said is not two users, but two user groups, that is, two people are pinching each other. I've made this mistake, and more than once, it's been a lesson. We often do not want to lose any one user, not to mention a bunch of people, so we will try to mediate on both sides. You know, even if all you say is good, heartfelt, you are sincerely for them, the other side will think you are biased towards each other. What's more, the user community is also a time of the existence of the mole, aggravating people. In this way, the final result is that these two people will often leave your community.

Solution: According to the rules of the community to deal with, any party as long as the violation, it must be punished. Of course, try to ensure fairness. Don't be sentimental.

Easy to make mistake 6: The job that actually belongs to oneself is thrown at random to the user to do

Class of understanding: first to introduce the community's user Pyramid Basic model, you understand--

Users can help us do a lot of things, we must be grateful to users. But it doesn't mean that anything can be given to the user. User model, Top-down, level-by-level interaction. At the top is our operators themselves (doesn't mean you can be high up, I've never said to a user, "I'm a mop executive").

User model tell us, you are like a general, "soldier Bear One, will bear a nest." If you do not have the work of understanding in place, do a very skilled, to achieve a guide to the level, you do not know what other people do the problem, you directly to the user to do. Think about what the consequences will be! These jobs are actually yours. If you are not skilled enough and you are not good enough, the quality of the users you maintain will be a poor one. The whole lap is no good.

Solution: Do not for your lazy to find excuses, want to strong, first self-improvement, you build yourself first to become an excellent operation, to bring out the best users. User operation, personal advice is the beginning of their own practice, the medium and the user to do together, later to the user.

I'm talking about the topic of telling the operator that it's important to know what work you can do for your users. That is, you can give the user to do things, the number is limited, you need to know how to control.

In short, I hope that we can attach importance to users, treat users well, be a conscientious person.