commit: 6b2ca8a - #414 (2014-03-05 12:54:44 -0500)
It's SO frustrating when you're trying to help someone with something that isn't in your remit, but they think that it is.
Ironically though, I thought Emily's "vacuum cleaners versus dishwashers" analogy was actually really good.
Jonathon, that's a great article. I have dropped a comment there, let's see if they approve it or not.
I simply love the content that 37 signals produces: books, blogs and other.
As usual: Great content.This post also answer one difficult question:Should we waste time on angry people (angry but not because of us)?And it points out how this is not wasting time.
We do not pay customer center just to answer questions. We pay them to deliver support, an experience of happiness.This automatically solve the difficult problem of "Is this a waste of time?"
PS: I'd like to know how a larger userbase of "ignorant" users would impact this kind of mentality. I still believe it is the way to go but don't know if it's feasable from a business perspective.
Maybe in that case the business is doing something wrong in other phases of the product (self help)