This seems like a story without an ending. A customer did something, she reacted and regretted it. Sure she's saying she should be more empathetic in the futu

This seems like a story without an ending. A customer did something, she reacted and regretted it. Sure she's saying she should be more empathetic in the future but based off of what? The customer didn't reply after she made the "mistake". How does she know it would have made any difference? Maybe it wouldn't. Maybe things would have turned out worse. I don't see any evidence of a lesson. The article she linked to is much more useful IMO: http://37signals.com/svn/posts/3566-found-in-translation http://37signals.com/svn/posts/3566-found-in-translation It explains a technique and why it's worth doing.