When Process Fails, Trust Erodes — How We Got Here with #Nextdoor
This crusade started for a simple reason: the #Nextdoor process is broken.
It began locally. An unpaid moderator in my community flagged one of my selling posts as spam because I listed more than one item in a week, when I asked exactly where the Terms & Conditions state that limitation, no one could answer. The appeal process? Broken. Messages went unanswered. The inbox went silent.
So I did what many professionals do when internal channels fail — I spoke up on LinkedIn. Those posts were removed. Then, comments on official #Nextdoor posts were disabled entirely, eliminating engagement and connection—directly contradicting #Nextdoor’s mission statement.
Then #NiravTolia blocked me.
So I became a shareholder. And I didn’t stop.
I’ve also noticed something recently: #Nextdoor has largely stopped posting. And I get why. At this point, you’re damned if you post, and damned if you don’t. That’s a no-win situation — and exactly why it’s time to stop avoiding the issue and come to the table and talk.
What makes this more troubling is the contrast. Nirav appears on podcasts discussing doing the hard thing and teaching values, yet his actions—both publicly and internally—show avoidance, not leadership. #Nextdoor wins PR awards that read like fluff pieces, but when I asked for help supporting neighbors facing real food anxiety during a government shutdown, the response was silence.
That’s how we got here.
This is a call to come to the table:
#NiravTolia
I bring over 20 years of CX experience across multiple industries. I believe in process improvement, measurement, accountability, and delivering an exceptional experience. I can build moderator learning programs, define expectations, create governance, and articulate a learning vision — with something that isn’t taught in a deck: an A+ blood-type attitude toward leadership and ownership.
And I’m not alone.
I know an exceptional Quality Assurance leader: Karen Romero. Karen can quickly stand up moderator scorecards, performance metrics, and QA processes — and identify improvement opportunities immediately. I’ve worked with her in two different verticals. She’s the kind of operator companies regret not engaging before someone else does.
To be transparent and fair: Karen does not know I’m referencing or soliciting her expertise here. This is my professional assessment of her capabilities based on past work together.
To be clear, this was never about seeking a role.
It was about making #Nextdoor do what it claims to do — connect neighbors. Right now, it isn’t. There is a real, fixable need.
Karen and I can help you get there.
My contact info is on NielFlamm.com.
Your turn.
#Leadership #CustomerExperience #ProcessImprovement #Accountability #Nextdoor #CommunityTrust #Governance #QualityAssurance #ShareholderVoice
