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Message: <blockquote data-quote="Andre" data-source="post: 3828135" data-attributes="member: 25930">This reminds me of a discussion we had at work recently. As well as implementing customer contracts, my team has to research and fix customer disputes - and many disputes are caused by the same problems, process breaks, etc. I suggested that we create a checklist of the most common dozen or so problems and check those things when setting up new customers. Immediately everyone in the group objected, stating (correctly) that it wasn't our job to catch other groups' mistakes. Those groups should do their job right and not expect us to fix things for them.In a sense the group was perfectly correct - it's not fair for us to have to fix someone else's mistakes. That stance was logical, principled...and completely beside the point.The customer sure doesn't care who makes the mistake - what matters is that it not reach the customer. And if we're the last step in the process, we're the last chance to catch those things. And given that we have to do the work to research and fix the disputes, a nice bonus is that we'll end up with less work, not more.Same thing with Mike's comments. Sure we have a right to expect publishers to meet certain standards, since we're paying them to do so. And nothing says we have to be nice when they don't measure up. But standing on that principle isn't effective. If we want publishers to do better (as opposed to just ranting) we need to use the methods that will work - exactly the things Mike refers to.And publishers who don't return the favor? Just don't buy their stuff.</blockquote>

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