You're absolutely right. To clarify this is an internal tool, not a paid-for product (though I prefer to think if it as a product). The problem in question was

You're absolutely right. To clarify this is an internal tool, not a paid-for product (though I prefer to think if it as a product). The problem in question was one of basic usage and training needs. Again in short we have a very subpar UI relative to what I think the potential of great UI is, and this conversation was about bridging the gap while the tool itself is still in development. So a million pieces of context, but I think the frustration caused by the event is the same thing this blog alludes to - as an engineer I looked at it one way, as ${SOMETHING_ELSE} they saw it a different way, and the result was a lot of negative emotion (frustration, anger, apathy, etc.). As a PM I see it as my job to find a way past that, and it was a great learning experience even if I would prefer to never go through it again!