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I insist that all people I come across have a modicum of respect for another person. I don't care that they didn't provide details (very few customers actually

I insist that all people I come across have a modicum of respect for another person. I don't care that they didn't provide details (very few customers actually do on the first email), I care that they didn't say hello, or please, or thank you, but "it's broken! FIX IT!!!" and nothing else. I sincerely don't understand how that's controversial at all. If someone on the street saw you and said "Hey! You! Help me cross the street NOW!!!" would you feel obligated to help them? Would it be rude to say "you can't talk to me like that"?

MaxBarraclough 6y ago
You could have gone with a simple prologue of Please be respectful. Instead your first reply contained no substance at all. You were doing nothing to actually help, such as getting them to clarify the problem. That's likely to rile up the customer even more. On top of that, your tone wasn't appropriate. > I sincerely don't understand how that's controversial at all There are gradations. If the customer were being truly offensive, that would be one thing, but in this case they're really just making themselves look like a petulant teenager. I'd have rolled my eyes and got to work, knowing they'll probably behave better (and regret their silly outburst) once they know I'm taking them seriously. If an employee sent a message with this level of rudeness, then sure, you'd want to have a word with them about their netiquette, but customers can't be held to the same standard.
- julianlam 6y ago
  > I'd have rolled my eyes and got to work, knowing they'll probably behave better (and regret their silly outburst) once they know I'm taking them seriously. This is where I think you're mistaken. Customers and clients like this, once they see they've gotten you under their thumb, will be more than happy to continue exploiting you. Remember Stavros was charging a small lifetime fee. Clients from hell will twist this and try to make you their personal developer for as long as possible. You seem to think that Stav should be thankful for the opportunity to fix the particular bug, but who's to say he wouldn't have discovered and fixed it on his own time? Customers can and should be held to the same standard. Otherwise you end up with shit customers.
  - MaxBarraclough 6y ago
    > Customers and clients like this, once they see they've gotten you under their thumb, will be more than happy to continue exploiting you. I'm not saying you're obligated to be a total pushover. You're certainly not obligated to agree to every feature-request, or even to every bug-fix request. I still don't think the way they handled the support request (such as it was) was appropriate. > Stavros was charging a small lifetime fee. Clients from hell will twist this and try to make you their personal developer for as long as possible. We don't have reason to believe this is what's happened here. I figure the customer was probably just frustrated and, yes, rather rude. If you make the decision to sell a lifetime service, you take on some level of lifetime support obligation. > You seem to think that Stav should be thankful for the opportunity to fix the particular bug, but who's to say he wouldn't have discovered and fixed it on his own time? If handling their issue properly results in uncovering a bug, that's a good thing. I don't think it's of much consequence if you feel thankful. The customer was still rude, sure. Does that outweigh the benefit of discovering a bug? I don't think it matters. The question is about offering good service and handling rude customers. > Customers can and should be held to the same standard. Otherwise you end up with shit customers. But you've already chosen to take their money in exchange for a lifetime service. It's not the same as declining to renew a contract. If the customer is being outright abusive, that's reasonable grounds to decline to take on their support request. I'd draw the line somewhere above this sort of low-level rudeness though.
zzz61831 6y ago
It's controversial because there is nothing actually rude about "it's broken! FIX IT!!!" message and when people are truly rude while asking for support it's because they are frustrated with the service they wasted time on and paid money for. Mocking frustrated users is just crazy. Also if you have them on a tiny service it's likely an indication of poor user experience: poor user interfaces, poor performance, poor documentation, poor reliability, etc.
- StavrosK 6y ago
  > there is nothing actually rude about "it's broken! FIX IT!!!" Really? You don't think so? I begin my emails with "hello" and end with "thank you", which I have been taught is polite. What would be rude to you?
- iagovar 6y ago
  It isn't rude? How not? I guess we're having a cultural clash here, otherwise I don't understand. When I'm frustrated I try to collect myself and be mannered. It's not an excuse. Communicating properly not only makes everyone lives better but also allows better understanding. It's more efficient.
- ecpottinger 6y ago
  I think it is rude. When it was not for the business I worked for I would just walk away from people like that, and yes a computer tech that happen often to me while I was not working.

MaxBarraclough 6y ago

You could have gone with a simple prologue of Please be respectful. Instead your first reply contained no substance at all. You were doing nothing to actually help, such as getting them to clarify the problem. That's likely to rile up the customer even more. On top of that, your tone wasn't appropriate. > I sincerely don't understand how that's controversial at all There are gradations. If the customer were being truly offensive, that would be one thing, but in this case they're really just making themselves look like a petulant teenager. I'd have rolled my eyes and got to work, knowing they'll probably behave better (and regret their silly outburst) once they know I'm taking them seriously. If an employee sent a message with this level of rudeness, then sure, you'd want to have a word with them about their netiquette, but customers can't be held to the same standard.

julianlam 6y ago
> I'd have rolled my eyes and got to work, knowing they'll probably behave better (and regret their silly outburst) once they know I'm taking them seriously. This is where I think you're mistaken. Customers and clients like this, once they see they've gotten you under their thumb, will be more than happy to continue exploiting you. Remember Stavros was charging a small lifetime fee. Clients from hell will twist this and try to make you their personal developer for as long as possible. You seem to think that Stav should be thankful for the opportunity to fix the particular bug, but who's to say he wouldn't have discovered and fixed it on his own time? Customers can and should be held to the same standard. Otherwise you end up with shit customers.
- MaxBarraclough 6y ago
  > Customers and clients like this, once they see they've gotten you under their thumb, will be more than happy to continue exploiting you. I'm not saying you're obligated to be a total pushover. You're certainly not obligated to agree to every feature-request, or even to every bug-fix request. I still don't think the way they handled the support request (such as it was) was appropriate. > Stavros was charging a small lifetime fee. Clients from hell will twist this and try to make you their personal developer for as long as possible. We don't have reason to believe this is what's happened here. I figure the customer was probably just frustrated and, yes, rather rude. If you make the decision to sell a lifetime service, you take on some level of lifetime support obligation. > You seem to think that Stav should be thankful for the opportunity to fix the particular bug, but who's to say he wouldn't have discovered and fixed it on his own time? If handling their issue properly results in uncovering a bug, that's a good thing. I don't think it's of much consequence if you feel thankful. The customer was still rude, sure. Does that outweigh the benefit of discovering a bug? I don't think it matters. The question is about offering good service and handling rude customers. > Customers can and should be held to the same standard. Otherwise you end up with shit customers. But you've already chosen to take their money in exchange for a lifetime service. It's not the same as declining to renew a contract. If the customer is being outright abusive, that's reasonable grounds to decline to take on their support request. I'd draw the line somewhere above this sort of low-level rudeness though.

zzz61831 6y ago

It's controversial because there is nothing actually rude about "it's broken! FIX IT!!!" message and when people are truly rude while asking for support it's because they are frustrated with the service they wasted time on and paid money for. Mocking frustrated users is just crazy. Also if you have them on a tiny service it's likely an indication of poor user experience: poor user interfaces, poor performance, poor documentation, poor reliability, etc.

StavrosK 6y ago
> there is nothing actually rude about "it's broken! FIX IT!!!" Really? You don't think so? I begin my emails with "hello" and end with "thank you", which I have been taught is polite. What would be rude to you?
iagovar 6y ago
It isn't rude? How not? I guess we're having a cultural clash here, otherwise I don't understand. When I'm frustrated I try to collect myself and be mannered. It's not an excuse. Communicating properly not only makes everyone lives better but also allows better understanding. It's more efficient.
ecpottinger 6y ago
I think it is rude. When it was not for the business I worked for I would just walk away from people like that, and yes a computer tech that happen often to me while I was not working.