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You knowing that that support page solves the problem for you but not for 37 Signals, or for GetSatisfaction. And that's the problem with airing dirty laundry i

You knowing that that support page solves the problem for you but not for 37 Signals, or for GetSatisfaction. And that's the problem with airing dirty laundry in public. It would have been much better for Jason to reach out to Lane and talk to them about this first, as this approach makes creates adversity. It is called etiquette-- it is also called allowing your opponent a way out. A cornered opponent always fights harder. Fortunately for Jason, the GetSatisfaction folks are obsessed with listening and responding. They drink their own kool-aid. But had it been anybody else, this could have ended really poorly.

Semiapies 18y ago
"And that's the problem with airing dirty laundry in public." That's GS's mission, of course. "Fortunately for Jason, the GetSatisfaction folks are obsessed with listening and responding." No. Fortunately for GS, 37S started off with a public complaint and GS chose to respond quickly. "Cornered" or not, GS really had nothing to stand on if they'd opted to leave things untouched and 37S had taken the legal route. They're not scrambling to make "customers" happy, they're scrambling to avoid a company with deep pockets and a bored legal team from noticing this little story, going to GS, and seeing "My Litigious Company's Customer Support Page".