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> It focuses on feelings instead of making a point clearly and concisely. And your point is? Customers appreciate when you consider their feelings. Of course

• Kalium 8y ago
  > And your point is? Please accept my apologies. I was under the impression that we were collectively discussing an issue of substance and import to us, rather than authoring customer-focused communications. It's my opinion that the writing style appropriate for being maximally nice to customers is inefficient, time-consuming, inexact, and wasteful in other contexts. I'm sorry if I failed you by being insufficiently clear previously. Please accept my heartfelt apologies for this egregious oversight. > Of course, you should back up your kind words with kind actions too. You're right! You are without question correct that kind words should be followed with kind actions. Yet, it might be worth mentioning that kind actions can have costs measured in time, funds, resources, and opportunity costs. It's possible that in some incredibly unfortunate scenarios, this might result in actions being considered that some might see or choose to characterize as being perhaps a bit less kind than they could be. You're still right, of course. Kind actions should follow kind words.