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<blockquote data-quote="Terramotus" data-source="post: 4363946" data-attributes="member: 7220">While it is true that you catch more flies with honey than vinegar, and it is true that any person or group of people are happier about receiving criticism when it is delivered in a more palatable way, thought processes like this are likely part of the problem.A company that wants to stay competitive, and to be truly responsive to its customers needs BETTER listen to the people that are impassioned - because they're probably the people that care.&nbsp; Before long, if a company ignores too many of those impassioned critiques, it finds itself out of touch with what its customers want.&nbsp; Without trying to put words into his mouth, I would suspect that that Michael Morris cares because of his prior involvement.As an individual, I'm free to ignore criticisms of myself that I don't like.&nbsp; Corporations should willingly forfeit that right if they want to have a good product.&nbsp; In fact, rather than be upset at passionate criticism, they should be thrilled.&nbsp; Wow, here's someone who cares enough about my product to get worked up about it!&nbsp; Rather than get sore (or in internet parlance, butthurt) about this criticism, the correct response should be to formulate solutions that satisfy this passionate customer and turn him into a passionate evangelist.If you are, in fact, correct that impassioned criticisms are treated with less weight in the WotC web development team, then that tells me that either the company has fostered a dangerous atmosphere of arrogance among their employees on the customer service end, or that the decision-making individual with regard to web development has neither the proper skillset to recognize valid criticism nor a sufficient understanding of the nature of customer service.&nbsp; If this information isn't being at least filtered back to him or her, then the customer service end of things is broken.Either way, this should be a cause for concern, and on the agenda for reforms - not simply the way things are and we have to deal with it.</blockquote>

[QUOTE="Terramotus, post: 4363946, member: 7220"] While it is true that you catch more flies with honey than vinegar, and it is true that any person or group of people are happier about receiving criticism when it is delivered in a more palatable way, thought processes like this are likely part of the problem. A company that wants to stay competitive, and to be truly responsive to its customers needs BETTER listen to the people that are impassioned - because they're probably the people that care. Before long, if a company ignores too many of those impassioned critiques, it finds itself out of touch with what its customers want. Without trying to put words into his mouth, I would suspect that that Michael Morris cares because of his prior involvement. As an individual, I'm free to ignore criticisms of myself that I don't like. Corporations should willingly forfeit that right if they want to have a good product. In fact, rather than be upset at passionate criticism, they should be thrilled. Wow, here's someone who cares enough about my product to get worked up about it! Rather than get sore (or in internet parlance, butthurt) about this criticism, the correct response should be to formulate solutions that satisfy this passionate customer and turn him into a passionate evangelist. If you are, in fact, correct that impassioned criticisms are treated with less weight in the WotC web development team, then that tells me that either the company has fostered a dangerous atmosphere of arrogance among their employees on the customer service end, or that the decision-making individual with regard to web development has neither the proper skillset to recognize valid criticism nor a sufficient understanding of the nature of customer service. If this information isn't being at least filtered back to him or her, then the customer service end of things is broken. Either way, this should be a cause for concern, and on the agenda for reforms - not simply the way things are and we have to deal with it. [/QUOTE]

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