Absolutely. In fact, that's the next piece of advice in that blog post. Excerpt: "The best-friend heuristic has another benefit: If a user is ever frustrated o

Absolutely. In fact, that's the next piece of advice in that blog post. Excerpt: "The best-friend heuristic has another benefit: If a user is ever frustrated or annoyed or hostile, put on rose-colored glasses and willfully reinterpret their tone as helpful and constructive -- something your friend would say because they genuinely want to help you improve -- and respond with the appropriate tone of gratitude."