QuoteOriginally posted by Tom Snyder:
I'm still working on my response.. but in the meantime, be nice, or you won't get a reply from them.
This only further validates the point I made before, in the chat with Tim on Friday. Put yourself in the enineeers shoes, how would you respond if you got a insulting, mean spirted message? Would you want to respond to that?
Aside from passing the message on, these people have little power to do anything. As with any big corporation, any kind of capital expenditure requires a lot of paperwork, time, waiting for budgets, a little luck, and a sacrifice here and there.
In my job, I run a helpdesk, and do phone support. I have dealt with many angry customers. The ones who yell the most, especially when its not justified, make my job so much harder, because as much as I'd like to, I cant hang up on them
Tom displayed an example of a very well written message, that was short, to the point, and was not insulting. As you can see, it yeilded the desired response.