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The Ghost CEO did precisely the wrong thing. But anyone who has had to support thousands of customers can spot this customer as toxic. The irony here is that

• csydas 6y ago
  I deal with our company's 500k+ customers - this tweet would have been a 5 minute email and maybe a slightly short term discount to resolve, perhaps a quick 'mea culpa, we weren't clear; how could we have made part of the TOS more visible for you?' and follow up with a request for input on which situations the customer feels shouldn't be subject to the fee increase (e.g., a temporary viral article as they mentioned) The article author's complaint barely registers for me as this is something I handle daily; I cannot even imagine the scale you're judging on if this is a toxic customer for you.
  • nacs 6y ago
    As someone who has and still run a SaaS product, I’m amazed at the number of HN people saying this is a toxic/bad customer. This is an incredibly low bar for “toxic”. Apparently for some here, making a post where he made a legitimate complaint made him toxic just because it’s on Twitter? Twitter has become a standard way for some people to communicate with companies or to vent frustrations whether you like it or not. Deal with it instead of calling them an “ahole”.
    • csydas 6y ago
      Well I'm not sure if I consider the complaint legitimate (it legitimately is a complaint, but I'm not sure how valid it is ;) ) but I agree this is normal now. This is how people vent. A few minutes to just absorb the venting for something everyone complains about (pricing) goes a long way at very little cost