"Shipping a product or app is hard. It requires experience, hard work, and a little luck. But providing effective and genuine customer service might be even harder because you just have sit there, take it, and react well under pressure over and over and over. The entrepreneur side of your brain is saying “this is a great product and I am proud of it and anyone who says otherwise is wrong and I will show them and succeed” and sometimes customer service is acknowledging publicly and repeatedly the exact opposite thing…that the product isn’t meeting needs, you are right, we will fix it, and thank you sir may I have another? That’s a lot of potential cognitive dissonance! The best teams and companies deflect that dissonance and turn customer service problems into opportunities to improve their products, their teams, and their relationships with their customers (current and potential). That’s when the magic happens."

— When Kickstarter Goes Wrong (via youmightfindyourself)