At my previous company, we had an incident where on the day of the exhibition a guest, who could be a potential client for us, was struggling to use one for gesture controlled product. I was responsible for monitoring this product as I was one of the main contributors. The guest was confused where the camera was and why their gesture was not being recognized. I approached after I saw them struggling after 2-3 tries and asked what the issue was. Upon which the guest replied that they don't understand what this product does. I asked the guest to step aside and to allow me to demonstrate. I pointed out that one should stand on the marker on the floor to be in the frame along with the gestures that are applicable on this product. After the demonstration, I asked the guest to give it a try and it was successful. The guest was happy and started asking more questions about the technical aspect of the product

I’d start by understanding their experience through their usage and any public feedback. I’d reach out with a friendly, personalized message that shows I appreciate their engagement and offer value, like tips or insights to enhance their experience. I'd invite them to share their thoughts and participate in feedback sessions or community events, creating a space for two-way conversation. By consistently following up and sharing relevant updates, I’d nurture a genuine connection that makes them feel heard and valued.