Published: January 15, 2022 • 1 min read
Me: Hey, I’m experiencing an issue with your software. Here’s a detailed bug report.
SaaS CTO: What you’re describing isn’t possible.
Narrator: But it was possible.
This is a wasteful interaction I’ve had a few times in my career. What can we learn? Treat bug reports like gold; when you get one, listen.
For every person who takes the time to fill out your support form, there are nine who just gave up and possibly abandoned your product. Even if their delivery is imperfect, you are lucky they spoke up. It costs them nothing to move on. Listen to and thank that person.
When I find an issue with a software product, I learned from Steve Klabnik to always open a ticket, even when abandoning the product. We get so much for free in this industry and opening a ticket takes minutes at most. We’ve all been on the other side, stuck, and so grateful to find a ticket that describes our situation. And when building those tools, you know how lonely silence can be.
Bug reports are gold; when you get one, listen.
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Blog of Jake Worth, software engineer in Maine.