Need someone to lead product management at your software company? I create software for people that create software and I'm looking for my next opportunity. Check out my resume and get in touch.

This is the blog of Adam Kalsey. Unusual depth and complexity. Rich, full body with a hint of nutty earthiness.

Business & Strategy

Ignoring customers

Freshness Warning
This blog post is over 21 years old. It's possible that the information you read below isn't current and the links no longer work.

I assume that the Web host (who will remain nameless) that I emailed last week has all the customers they can handle right now. They are apparently so busy with them that they don’t even have time to answer email sent to their sales department.

I was willing to give them the benefit of the doubt. Email gets lost. Someone misfiles it. Deletes it accidentally. Things happen. So yesterday afternoon I sent my questions to them again.


The silence, rather than being deafening, says a lot. They don’t need me as a customer. They don’t need my clients as customers. They just don’t need customers.

If you aren’t in the enviable position of having too many customers, make it a habit to answer your email several times a day. Every message, no matter how trivial, should get answered. If you run an Internet company, answer your email at least once an hour. It shows people that you are paying attention to little details. And you never know when one of those trivial messages is from someone who might be in a position to buy from you.


May 23, 2006 1:42 PM

I have also had a horrid experience with BN. I made an in-store cash purchase on 5/15/06 and discovered that I had purchased the wrong book. When I tried to return it 5/19/06 I was met by a very rude manager who said that I would not get my money back ($102) and all she would do for me was a store credit. I do not want a store credit, I want my money back, I will never purchase from BN again! I have tried contacting the district manager and she has not returned my calls. I strongly discourage anyone from making a purchase from BN.

This discussion has been closed.

Recently Written

Micromanaging and competence (Jul 2)
Providing feedback or instruction can be seen as micromanagement unless you provide context.
My productivity operating system (Jun 24)
A framework for super-charging productivity on the things that matter.
Great product managers own the outcomes (May 14)
Being a product manager means never having to say, "that's not my job."
Too Big To Fail (Apr 9)
When a company piles resources on a new product idea, it doesn't have room to fail. That keeps it from succeeding.
Go small (Apr 4)
The strengths of a large organization are the opposite of what makes innovation work. Starting something new requires that you start with a small team.
Start with a Belief (Apr 1)
You can't use data to build products unless you start with a hypothesis.
Mastery doesn’t come from perfect planning (Dec 21)
In a ceramics class, one group focused on a single perfect dish, while another made many with no quality focus. The result? A lesson in the value of practice over perfection.
The Dark Side of Input Metrics (Nov 27)
Using input metrics in the wrong way can cause unexpected behaviors, stifled creativity, and micromanagement.


What I'm Reading