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Blaise Grimes-Viort is the VP of Social Media Services for Emoderation. Blaise started his career in community management in 2001 and has worked with global brands, start-ups and charities in fields such as social networking, pharmaceutical, broadcasting, publishing and ISPs. He blogs on community management and social media consultancy at blaisegv.com, and you can find him on Google+.
Hi Pervara, thanks for your comment and glad you enjoyed the article!
Thanks for your comment Jenna! It's definitely the hardest part of being a community manager - balancing the mission to "sell" the product or company you work for with building trusting and valid relationships with your customers.
Thanks for the comments! Loren, absolutely agree - going against your natural inclination to shut down can make a very effective difference.