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<blockquote data-quote="Masada" data-source="post: 2196048" data-attributes="member: 19339">Right. It is frustrating.&nbsp; Dispite the &quot;standard&quot; customer service training, the above is rarely stated.&nbsp; You can empathize with your customer base (minus the corporate speak), stick to your business decisions and still retain your integrity.&nbsp; That particular customer may or may not be completely satisfied.&nbsp; But once you've taken your position (and nothing moves you to change it) defending it just makes you look defensive.&nbsp; In this case you could argue that you've managed to sour several customers where you originally only had one.&quot;It is better to remain silent and be thought a fool than to open one's mouth and remove all doubt.&quot; ~Fortune CookieThis one has saved my bacon a time or two.&nbsp; Most gamer/geeks are serious logic thinkers.&nbsp; Being *right* is the most important thing, even if it tweaks everyone else.&nbsp; I would say in retail, being perceived as &quot;right&quot; is less important than being perceived as a caring publisher.I know the amount of energy and heart it takes to make a game product.&nbsp; It's obvious to me that you put energy and heart in to your business.&nbsp; This is the message you want your consumers to hear.&nbsp; You can't do this by *proving* them wrong or repeatedly saying how you're doing it right.&nbsp; You have your own sales numbers, you know what you're doing is right.&nbsp; You don't need to prove it.&nbsp; You only have to tell your dis-satisfied customers that you have heard them and that you will continue to take their advice and continue to produce the best products you can.&nbsp; This involves doing something else that gamers find it near impossible to do--be humble, admit imperfection.</blockquote>

[QUOTE="Masada, post: 2196048, member: 19339"] Right. It is frustrating. Dispite the "standard" customer service training, the above is rarely stated. You can empathize with your customer base (minus the corporate speak), stick to your business decisions and still retain your integrity. That particular customer may or may not be completely satisfied. But once you've taken your position (and nothing moves you to change it) defending it just makes you look defensive. In this case you could argue that you've managed to sour several customers where you originally only had one. "It is better to remain silent and be thought a fool than to open one's mouth and remove all doubt." ~Fortune Cookie This one has saved my bacon a time or two. Most gamer/geeks are serious logic thinkers. Being *right* is the most important thing, even if it tweaks everyone else. I would say in retail, being perceived as "right" is less important than being perceived as a caring publisher. I know the amount of energy and heart it takes to make a game product. It's obvious to me that you put energy and heart in to your business. This is the message you want your consumers to hear. You can't do this by *proving* them wrong or repeatedly saying how you're doing it right. You have your own sales numbers, you know what you're doing is right. You don't need to prove it. You only have to tell your dis-satisfied customers that you have heard them and that you will continue to take their advice and continue to produce the best products you can. This involves doing something else that gamers find it near impossible to do--be humble, admit imperfection. [/QUOTE]

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