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Why give him a break? He is a public CEO. If he does well the internet will talk about it. If he does otherwise, well, he can expect the internet to talk about
by rokhayakebe 16y ago
Why give him a break? He is a public CEO. If he does well the internet will talk about it. If he does otherwise, well, he can expect the internet to talk about it too.
Nobody gives a care if David is the coolest thing on his/your block. There is not one valid reason to tell a customer to "Please go away". You should just take the bullet, apologize for not meeting their expectation and maybe offer your point of view. If the customer is being rude, you have the right to not answer.
- SoftwareMaven 16y agoThere are definitely times when you should tell a customer to go away. Any time a customer is seriously diverting you from where you need to be as a business, you have a potential time to say "find somebody else." However, this customer was complaining about the core business, not some diversion. Even if he was diverting, there are far more appropriate ways to say good-bye. It sounds to me like David heard once "don't keep customers who aren't profitable" but never internalized what that really means.
- justin 16y agoYes, there is. You should tell customers to go away when they cost you more than they earn you. Costs come in many forms, both monetary and emotional. If dealing with specific complaining users damages team morale, then perhaps the company should consider whether those few users are worth it. Further, I doubt very much that bad PR like this affects Tumblr. 1) The vast majority of Tumblr users will never hear about this, 2) The ones that do will probably decide whether to continue using the service based on whether or not Tumblr actually solves their downtime problems on an ongoing basis.
- rokhayakebe 16y agoThere is a difference between "We will understand it if you choose to go with a different company. However you should know and we are working hard at resolving these issues." and "... Please go Away." Seriously, it is not as if the guy insulted them.
- rhizome 16y agoHe did insult them (or at least paint himself into a luser corner) by saying they had no export functionality.
- wtildesley 16y agoHow exactly did I insult them? And please point to anywhere on tumblr's website where I can export my content? Even Facebook, one of the most closed eco-systems on the web lets users download their own content.
- rhizome 16y agoI'm no Tumblr expert, but in five minutes of searching I see Tumblr -> Wordpress utils, RSS, and the Tumblr API. That's three methods.
- wtildesley 16y agoYes, for a Unix sysadmin I'm sure exporting your content via Tumblr's API, RSS feed or for that matter a Wordpress utility is a breeze but I'm not sure the same is true for your average tumblr user. Having said all that I think you're ignoring what I said for the sake of an argument.
- rhizome 16y agoWell I guess that delegitimizes any response I could conceivably make.