Criticism of WebCatalog: Keep It Coming!
This WebDNA talk-list message is from 1998
It keeps the original formatting.
numero = 16228
interpreted = N
texte = We take all jewels of criticism for exactly what they are: feature requests, pleas for help, opportunities for improvement, and perhaps even backhanded compliments.The worst thing for us is silence; a customer who goes away mad without telling us why is a great loss to us and the product in general. While sarcasm is perhaps not the best way to provide feedback, I can certainly understand the frustration that fuels it (coming from the most sarcastic person I know -- me). We strive to subtract the negative overtones and extract the theme of the hidden request, and then create new features that address the underlying problem.Whether it's obvious or not, we take every single message on this list seriously, and actively design new features/fixes based on that feedback. If you look at the slew of new features in 2.1 (including the new 'At a Glance' documentation that makes it easy to see the new features), perhaps you'll see some of your own past criticisms answered. Sometimes we can't do exactly what you ask, but that's because we're synthesizing your request with many others, and creating a more general solution that solves a broader range of problems, including your specific need.If all of this sounds a bit too philosophical, then there's a practical side to it, too -- some of our biggest critics in the past are now our biggest supporters, and we wouldn't be here today without them. Our strategy is to embrace our critics and make them happy by answering their needs. So thanks again to all of you who stick through it all and help us evolve our products!Grant Hulbert, V.P. Engineering | ==== eCommerce for the Rest of Us ==== Pacific Coast Software | WebCatalog, WebMerchant, 11770 Bernardo Plaza Court | SiteEdit Pro, PhotoMaster, San Diego, CA 92128 | Typhoon 619/675-1106 Fax: 619/675-0372 | http://www.smithmicro.com/
Associated Messages, from the most recent to the oldest:
We take all jewels of criticism for exactly what they are: feature requests, pleas for help, opportunities for improvement, and perhaps even backhanded compliments.The worst thing for us is silence; a customer who goes away mad without telling us why is a great loss to us and the product in general. While sarcasm is perhaps not the best way to provide feedback, I can certainly understand the frustration that fuels it (coming from the most sarcastic person I know -- me). We strive to subtract the negative overtones and extract the theme of the hidden request, and then create new features that address the underlying problem.Whether it's obvious or not, we take every single message on this list seriously, and actively design new features/fixes based on that feedback. If you look at the slew of new features in 2.1 (including the new 'At a Glance' documentation that makes it easy to see the new features), perhaps you'll see some of your own past criticisms answered. Sometimes we can't do exactly what you ask, but that's because we're synthesizing your request with many others, and creating a more general solution that solves a broader range of problems, including your specific need.If all of this sounds a bit too philosophical, then there's a practical side to it, too -- some of our biggest critics in the past are now our biggest supporters, and we wouldn't be here today without them. Our strategy is to embrace our critics and make them happy by answering their needs. So thanks again to all of you who stick through it all and help us evolve our products!Grant Hulbert, V.P. Engineering | ==== eCommerce for the Rest of Us ==== Pacific Coast Software | WebCatalog, WebMerchant, 11770 Bernardo Plaza Court | SiteEdit Pro, PhotoMaster, San Diego, CA 92128 | Typhoon 619/675-1106 Fax: 619/675-0372 | http://www.smithmicro.com/
Grant Hulbert
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