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Hostdedi Employee Creates “Text a Veteran” Suicide Prevention Effort

Asking for help can be as difficult as the situation you’re enduring. Despite the impact it has on all of us, mental health remains stigmatized in our culture. Between that stigma and resources being cost-prohibitive or scarce — many people do not get the mental health services they need.

With May being Mental Health Awareness month and culminating with Memorial Day, we’re putting a spotlight on the experience of one of our employees and the project he’s been working on.

Hostdedi Affiliate Program Manager Chris Stone served in the U.S. Army for 6 (Active) + 2 (Inactive) years. He spent his time in the Pacific Theater in a Civil Affairs Unit before receiving an honorable discharge. A husband and father of five, Chris also writes military fiction and is a freelance web developer.

Faced With an Unimaginable Loss

Following his military career, tragedy hit closer to home. Chris’s wife and best friend of ten years was diagnosed with breast cancer.

As she fought her best, Chris visited a restaurant supply store to purchase jars of mustard seeds — a nod to the bible passage that states you can move mountains with faith the size of a mustard seed. He placed jars in every room of the house to remind his wife that nothing is impossible.

Unfortunately, she lost her battle to cancer and passed away at the age of 30.

Like anyone coping with loss, Chris sought peace. He found solace in exhilarating activities like downhill skiing, surfing, and racing fast motorcycles.

Chris was engaging in risk-taking behavior that put his life in danger — something medical professionals recognize as a form of suicidal ideation, but the severity of which may be lost on someone still healing. The thrill of speed brought life into him, replacing one extreme feeling for another.

When Chris crashed his motorcycle at 165mph, his internal pain became physical pain. He ruptured five thoracic vertebrae, punctured his lung, and broke countless bones. Thanks to his helmet, which was destroyed on impact, he survived the crash.

However, Chris was told he’d never move from the waist down again and was diagnosed as a T4 paraplegic.

The Long Road to Recovery

Recovery was far from easy.

Being surrounded by others in pain who often screamed or made awful noises made it hard to feel well, or even like himself. Chris spent weeks being rehabilitated by therapists, getting pain relief, and having healthcare workers assist with more sensitive needs.

The helplessness of having to rely on others, particularly when one’s identity is tied to being a serviceman, was damaging to his psyche.

Chris also received counseling, something he may not have sought out prior to his accident. At this point he was no longer just handling grief, he was also processing his own trauma.

During this time, Chris would request to be taken to the roof for fresh air. When left alone, he would talk to his late wife, pleading for the strength to live for their two young children.

Sometimes he would lean over the side of the building in contemplation.

“I didn’t want to kill myself, but I didn’t want to be me anymore.”

In the United States, roughly 4% experience suicide ideation. Over 50% of individuals with suicidal thoughts do not receive mental health services. Chris eventually did attempt suicide, overdosing on pain medication and wine. Thankfully, he survived.

During his 72 hour hold, Chris was surrounded by others who were in bad shape. “You’re around people you know are going to die. I didn’t want to be around them,” Chris said. “So I took myself to the library.”

A room filled with paperbacks, Chris was looking for a distraction. What he got was something much more meaningful.

Chris scanned the room for something interesting and picked up a book. Flipping through it, he opened to a chapter entitled, “Sometimes Mountains Don’t Move.” Almost unbelievably, the story was about a pastor counseling a man who lost his wife to breast cancer.

That moment was crucial for Chris. When he was on the rehab facility rooftop, he said he didn’t have the courage to go through with it. When he overdosed, he did want to give up. As he saw that chapter, reminiscent of the mustard seed passage, his perspective began to change.

“Ok. I get it. I’m not supposed to quit,” he told himself.

Within six months, Chris, who was diagnosed as a T4 paraplegic, overcame the odds and started walking with a single point cane.

Safeguarding Veteran Lives

Over twenty years later, Chris is far from that seventh floor roof and hospital beds. He can also walk without a cane. He’s experiencing the next chapter of his life and exploring hobbies that are, objectively, a lot safer.

While working on a military thriller novel, Chris sought out the technical accuracy of another serviceman: a Tier 1 Army Special Forces operator who had over 600 missions in Delta (The Unit). His frequent conversations helped spark an idea.

Chris Stone emerged from his dark days triumphant — he met a woman that became his best friend, wife, and soul mate. He had three more beautiful children, and works every day toward something bigger.

In keeping in contact with other veterans, Chris realized that everyday camaraderie is a life line. A simple text or a brief check-in can change a life. More aptly, it can extend and safeguard a life.

There are medical resources, PTSD programs, and centers specifically for veterans — but that is all grouped together in the same category. It’s help. Whether it is pride, accessibility, or simply failing to realize you need them, many do not seek much-needed mental health services.

This isn’t strictly a military mindset — it’s an ingrained, societal one. We often believe we should just “deal with it” and suffer silently.

Approximately two thirds of individuals with mental health disorders are left untreated. One of the many unfortunate side effects of untreated mental health is an increased risk of suicide. Approximately 8% of individuals with mental health disorders are thought to be at risk for committing suicide.

No one understands this better than members of our armed forces. Suicide is the second leading cause of death in the U.S. military. The rate of suicide among veterans is significantly higher than the civilian population. A 2013 study revealed that the civilian rate of suicide per 100,000 was 14. Among veterans, it was 30.

Currently, approximately 22 veterans die by suicide every day.

A Text a Day to Save Lives

Chris, a web developer in his spare time, developed the website, 22Text0.com. The goal is to attract sponsorship and the technical know-how to develop a system for volunteers to text a veteran daily.

This would be done through a secured database of opted-in veterans’ cell phone numbers. That text, a connection they may not otherwise have, could mean the difference between life and becoming a statistic.

“I can build this website, but I don’t have the skills to tie together the tech,” says Chris.

He’d like to be able to create the means to have volunteers type in, “Hey, hope you’re great today,” and send it directly to a veteran.

A text may not be the equivalent of therapy, but that connection gives people something to look forward to. It’s a reminder that someone is out there that doesn’t have to care for you — like a doctor or therapist. It’s someone who wants to.

Join the 22Text0.com Cause

Chris hosts 22Text0.com on Hostdedi servers and is actively pursuing sponsorship for his cause. We’re happy he calls Hostdedi home. We are grateful for Chris, his service, and for the tremendous cause he’s working every day to support.

Chris believes that a few words can make a tremendous difference. “Thank you for your service,” or “I hope you’re having a great day” — positive affirmations like these are enough to change someone’s world. If you know or see a veteran, he encourages you to voice your appreciation.

Borrowing a line from his former superior, Drill Sergeant Harris, he adds, “If you’re able to respond, you are responsible.”

If you’re interested in sponsoring 22Text0.com or assisting with the tech end of this project, contact Chris Stone at @ChrisStoneBooks.

And, if you know a veteran — text them today.



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Bad Product Reviews: How to Respond to Negative Reviews

Positive reviews are great for showing potential customers that they can trust your business. But what happens when reviews pop up that aren’t so positive? Learning how to respond to negative reviews the right way can prevent any damage they might cause and show your customers that you’re dedicated to serving their needs.

Why Reviews Matter

Before someone makes a purchase, they want to know they aren’t wasting their money. Reviews can put customers’ minds at ease, but reviews are essential for other reasons.

Improve Search Rankings

Reviews play a critical role in how Google places your business’s website in search rankings. The more reviews your business has, the more likely your business is to appear in searches. But that’s not the only way reviews help customers find your business. Your reviews also appear alongside your Google Business Profile information. Local customers can see your star rating before looking up anything else about your company.

Lead to Higher Conversion Rates

If you want to learn how to improve ecommerce conversion rates, consider adding reviews to your site. Reviews can be the difference between a customer on the fence and a customer who is ready to click the buy button. People are more likely to purchase if other people agree that it’s a good choice. Online reviews are a significant source of social proof and make customers feel more confident in their purchases.

Make You Look Trustworthy

Reviews are a key ingredient of your brand’s online identity. Customers tend not to trust businesses that have ratings below four stars. Having higher star ratings can build trust with customers and make your business more reliable in their eyes. So, even though the distance between a four-star and five-star review may seem small, companies with higher ratings are more likely to make sales because customers feel they can trust them more.

Essential for Decision Making

The majority of shoppers think online reviews are crucial to their purchase decisions. They consult sites like Google and Yelp to help them make these decisions. And they’re more likely to look at those sources than they are to ask friends and family. Having customers talk about your brand and their experience with it is a great form of advertising. And encouraging customer reviews can lead to more customers in the future.

Open Line to Customers

Online reviews aren’t just a way for your customers to share their experiences. They’re also how customers share their experiences with you. Reviews act as a way for customers to be honest about their purchases and experience. These reviews allow you to thank your customers or offer them future promotions. But most importantly, these reviews allow you to act fast and fix any issues a customer has to show that you care about them and value them as customers.

How to Respond to Negative Reviews

Reviews can do a lot to entice new customers and build your company’s reputation. But negative reviews can stick out and prevent new customers from trusting your brand. That’s why it’s crucial to learn how to respond to negative reviews quickly and efficiently. The following steps can help you prevent any harmful effects negative reviews may have.

Respond Quickly

Any time you spot a bad review, take time to read it and make a plan for addressing it. Responding within 24-48 hours is ideal. You don’t want a bad review to be left unanswered. If a customer was so unhappy with your company that they decided to leave a review, it should be your top priority.

Be Professional

A negative review can feel like being called out, but it’s no time to start a fight. Respond calmly and clearly, and state what you will do to fix the customer’s negative experience. Even though some reviewers may use inflammatory language or seem childish, remaining professional is essential. Even if one customer uses a review to insult your brand, other customers watch how you respond.

It’s also a good idea to have a process for addressing negative reviews. Creating a reference for employees to follow can be a great way to educate team members about how you’d like to handle these situations. Plus, it creates a cohesive approach should you need to delegate the task of responding to someone else.

Acknowledge the Complaint

If a reviewer had a bad experience or received a faulty product, acknowledge it. Showing empathy can go a long way, and customers will appreciate that you took the initiative to fix any issues.

Acknowledging complaints can also be an excellent way to prevent any compounding effects of harmful product reviews. Responding to a negative review with something as simple as “we’re sorry you had a bad experience” can make the customer feel seen and prevent the bad review from further damage.

Apologize and Take Responsibility

Apologizing to a customer, rather than arguing with them, is an integral part of customer service. Showing the customer that you hear their complaint, are sorry it happened, and will do better next time can show future customers that you hold your business to a high standard and they shouldn’t expect to have the same experience as the bad review.

Provide an Explanation, If Needed

Not all negative reviews require an explanation, but they might depending on what’s in the review. Businesses err and products occasionally fall short. Explaining poor material quality, miscommunications, technical issues, slow delivery times, or product backorders can help customers understand what happened and be more ready to forgive your business for their bad experience.

When explaining, make sure you aren’t justifying a lousy experience. You don’t want to sound like you’re making excuses. Make it clear that you are sorry when you explain. Let the reviewer know what you can offer to make up for their experience.

Take the Discussion Offline

All reviews are public, and just as the good reviews can build customer trust, the bad ones can break that trust. The more visible your response, the more people will see it. Suggest in your response to the negative review that you’d like to move the discussion to a private place, like email or a phone call, so not all customers can see the entirety of this conversation.

Make It Right

Even if a customer’s bad experience wasn’t directly the fault of your business, take responsibility and reinforce your business’s high standards. Make it clear that you are equally disappointed that they had a bad experience. Consider offering a refund or a free service or product to make things right.

Making it right might also encourage the reviewer to remove the negative review. But, at no point should you ask them to remove it. Your customers want to feel like you hear their complaints, and asking for a review to be removed can ignite further controversy.

Examples of Responses

Responding to a negative review doesn’t have to be complicated. Here are some examples of how you can respond next time you get one:

  • Thank you for your review. We’re sorry you had a bad experience. We promise to do better in the future.
  • Thank you for bringing this to our attention. We’re sorry your experience didn’t match your expectations or ours. We’re looking into the issue and hope to resolve it quickly.
  • Thank you for letting us know. We set high standards for our company, and we’re sorry we didn’t meet them. We would like the opportunity to chat directly with you to make this right.

Building a Better Customer Experience

Learning to deal with negative reviews is just one step in managing your brand’s online reputation. Having the proper tools to serve your customers can mean the difference between satisfaction and disappointment. When creating a seamless and intuitive customer experience, Hostdedi has your back. Power your online store with fully managed WooCommerce hosting and radically improve load times to serve your customers better.

Check out our fully managed WooCommerce plans to get started today.

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What is a Marketplace in Ecommerce? Marketplace Definition

You’ve probably bought something on an ecommerce marketplace and maybe didn’t even realize it. So what is a marketplace?

An ecommerce marketplace is a place where multiple sellers can list their products for sale. Amazon offers millions of different products, but most items aren’t sold directly by Amazon. Third-party or marketplace sellers make up a significant portion of Amazon’s offerings.

If you have an ecommerce business, how do you decide if marketplace selling is right for you? In this post, we look at what marketplaces are, how they work, and what strategies ecommerce businesses can use to be successful.

What is a Marketplace in Ecommerce?

Amazon isn’t the only ecommerce marketplace. Other popular ecommerce marketplaces include Etsy, Walmart.com, and eBay. The marketplace exists to connect buyers and sellers.

Retailers like Amazon and Walmart added marketplaces to their websites to expand their product offerings without investing in sourcing additional inventory. Other marketplaces like Etsy and eBay began and remain only marketplaces without a traditional retail operation.

How Do Marketplaces Work?

Selling on a marketplace begins with applying for admission or setting up your seller account. After listing your products, shoppers can buy them on the marketplace. The marketplace processes the transaction and passes along the order information to your business or fulfillment partner for shipping. The marketplace typically deducts a small commission before making a payout to your business.

Benefits of selling on an ecommerce marketplace include:

  • Market Expansion. From selling internationally to reaching new demographics, marketplaces allow existing brands to reach new customers.
  • Traffic and Credibility. Marketplaces offer what many new ecommerce stores lack — traffic and credibility. Buyers are often leery of purchasing from an unknown website but will add something to their Amazon cart without a second thought.
  • New Source of Revenue. Marketplaces also offer a new revenue line to support your ecommerce business. By reaching new customers on the marketplace, you can increase sales.

Drawbacks of marketplace selling include:

  • Lower Margins. Marketplaces charge transaction fees to third-party sellers, so you won’t make as much money selling the same product at the same price as you would on your website.
  • Fierce Competition. If you think you can just increase your price to cover the marketplace fees, you’ll want to check out the competition first. Unless you offer a one-of-a-kind product, odds are that someone is already selling something similar on the marketplace. You’ll compete on price with other sellers. You’ll also compete for views on your product listings.
  • Limited Control. The marketplace handles the transaction and will be the primary point of contact for customer service issues. Businesses don’t have the same control over their data and customer experience as they do on their own websites.

What is a Marketplace Strategy?

Developing a profitable marketplace strategy begins with research. Check out the various marketplaces where you could list your products. What’s the fee structure? What competitors are already using the marketplace? Given the fee structure and the competitive pricing landscape, can you sell your products at a profit?

If you’re considering selling on Amazon, listen to our Store Builders podcast episode on The Amazon Question: How to Choose If and When to Use Amazon as a Channel.

After you’ve selected the right marketplaces to sell your products, you’ll want to optimize your strategy.

Elements of a winning marketplace strategy include:

  • Excellent Product Content. High-quality product photos and snappy, detailed product descriptions help your products stand out from the competition. If you’re selling in a new market with a different language, consider paying a native speaker to edit your product descriptions so they don’t sound like you wrote them using an online translator.
  • Paid Advertising. Many marketplaces sell paid listings and ads to increase views. If you’re selling a common item, paid listings can catapult your product to the top of the search results in the marketplace. As with any advertising, be cautious and set a reasonable budget.
  • Pricing. Marketplace sellers constantly adjust their pricing to stay near the top of the results. Many shoppers will sort or filter their search results by price. Monitoring and adjusting your pricing will ensure a competitor doesn’t take your spot by undercutting your price by 25 cents.

How to List Products in an Online Marketplace

Managing your marketplace place listings is not as stressful as it sounds. Many marketplaces integrate with your existing ecommerce platform so you can manage product listings for your online store and marketplaces in the same place.

One of the reasons WooCommerce is such a popular ecommerce platform is how easily you can add integrations. Various WooCommerce plugins can help you sync products from WooCommerce to a marketplace and vice versa. You can find similar integrations for the other ecommerce platforms like BigCommerce and Magento.

Start With Your Own Store

Thanks to an easy integration, your marketplace selling journey begins with setting up your own store. StoreBuilder by Hostdedi makes setting up a new WooCommerce-powered online store simple.

StoreBuilder includes all the plugins you need to create a beautiful and functional store. All you have to do is add your products and customize the look of your store.

To add marketplace channels, just pick the right integration and start processing your orders.

Try StoreBuilder risk-free for 30 days.

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