As a general rule in life, you should not apologize for things that are not your fault. Years (decades?) of the half-true mantra of “the customer is always right” have infected the customer service industry to the point where we are now apologizing for things that are not our fault, and using apologies as a […]
Long-time WordPress Folks Justifiably Erupt Over Fake News
Yesterday, a blog post started making the rounds in the WordPress community with an incendiary headline. “WordPress Bans Developers from Using WP in Plugin Names” First, the news was mostly fake and I am not here to really discuss what has been better discussed elsewhere. Second, the response was a lot of people quickly freaking […]
Alienating Customers, By Accident.
It’s easy to forget that your users may have never done this before. This morning I reported for jury duty to my local small town courthouse. As I left the house I remarked to my wife that I was intrigued by the prospect of experiencing first-hand something I’d only seen in overly dramatized TV shows, […]