| From the article: > I had an idea when I bought Castro that human support based around actual user experience was an easy differentiator. Sorry for taking that a bit too literally. The other points still stand. You have interesting experiences. There's a common theme in my feedback, and in the other comments that provide constructive feedback: you're missing accepted learnings by being a stubborn/arrogant/maybe just inexperienced entrepreneur. e.g.: > Ultimately, for us, putting too much time into support isn’t a differentiator, and it’s often counter-productive. Your language here, and in the rest of the conclusion, frames the learning as "the problem was that my idea [that maybe customer support would be good if people just tried] just didn't work for specifically for us because x, y, z is different for us". It didn't work for you because it's a fundamentally flawed assumption that CS was easy if you just try to be good at it and care about the customer. You wrote that as the idea you had when you bought the company. The idea didn't fail because of your special circumstances, the idea failed because it's a demonstrably bad idea, sorry. Many other commenters have made the same critical point as me, but your first response to me was essentially: "what critical points? I can take it. And besides, I said 'what I got wrong' so you're wrong to say I got the wrong learnings". Which is - again - you dismissing people's experience (of you). In the meantime, I noticed your site is down. I'll keep a look out for your writings in future. I mean it genuinely that you have interesting experiences. I think you need humbling a little though. Sorry again for the harsh feedback. I sincerely think your world and everyone else's world would be better and brighter if you really reread and absorb the constructive feedback from me and other HN commenters with an open mind, rather than looking for ways to dismiss it. |