I’ve moved most of my straight linkblogging to del.icio.us (hate the URL, love the thoughtfulness of the directory structure), but it’s worth calling attention to Scott Berkun’s Why software sucks essay. There’s plenty to consider here, so only one nugget:
… “this sucks” is right in the middle. In order for people to say “this sucks” they have to care enough about the thing you”ve made to spend time with it and recognize how bad it is.
Every time a customer cares enough to tell us something is wrong, it’s an opportunity to earn their respect far into the future. At least they cared enough to tell you, instead of just leaving. Maybe they still leave, but perhaps you can fix the problem for the next person. That’s the goal, if not the promise.