Don't Forget It's a Conversation

Few things less pleasant than going back through customer service logs when you know there has been a problem. Certainly the case yesterday when no fault to us or our internet provider we lost audio stream.

I know I do the same thing -- "yell" and "scream" at the computer via email. And it's easy to do when you don't think there is a human on the other end of the email.

This is why I am pretty firm about asking fans to not use screen names or handles on interactive blogs, and why I'll be far more tolerant of opinions that seem to come from people with names; Facebook comments being a good example of this, too. If you're that mad and willing to put your name on it -- hearkens back to the old letter to the editor days and the pre-handles days of talk radio.

So I take the time this morning to send each of those very upset -- rightfully so -- fans that had their audio interrupted. Once they are in the conversation with a human, things almost always change. As one person put it:

It's nice to know that my complaints didn't fall on deaf ears...or no ears at all, as is so often the case with internet services.

Indeed.