Some people actually need to lose, big, in order to gain introspection. I remember Steven King on NPR talking about the guy who badly injured him in a car acci

Some people actually need to lose, big, in order to gain introspection. I remember Steven King on NPR talking about the guy who badly injured him in a car accident. He was frustrated that the courts were lenient, because he said the guy continued to seem in denial about the connection between his actions and the damage he had caused. Apparently, this guy had a history of reckless driving (Steven King had been walking on the side of the road when he was hit), but he continued to view these accidents as bad luck, circumstance, things happen, and so forth. When asked what he wanted to see from the courts, Steven King said he wasn't looking for vengeance, but he wanted to see the guy placed into a situation where he'd be forced to finally confront his actions and fully acknowledge his role in the damage he had caused. Now, obviously GetSatisfaction is not guilty of something as serious as physical harm. But I still hear the same lack of introspection, the same denial, that I think Steve King was referring to. They are still calling this a "learning experience", an "error", something to "discuss and improve on." Their tone alternates between defensive, accusatory, and chirpy. This shows a complete lack of introspection and self-awareness. It's alien to most, but some people require a true legal defeat to develop introspection, something that strips away every final defense and puts them in a position where they have no recourse but to truly and deeply acknowledge their behavior. As long as 37Signals engages with these folks in a blog vs blog thing, they're going to see this as a he said, she said, where there are good points to be made on each side. Personally, I don't get any indication they recognize how manipulative, deceptive, and wrong their actions really are.