It is so much easier to be nice, to be respectful, to put yourself in your customers' shoes and try to understand how you might help them before they ask for help, than it is to try to mend a broken customer relationship. ↗
Some story appears in some newspaper that says that somebody said X, Y, and Z, and a customer says, I don't understand what they're talking about - we're running that product, we've been using it for five years, what are they talking about? ↗
That's a very critical phase in customer service because you can start to really understand what part of customer service has value to customers and what part is bothering customers. ↗
We have a lot of existing customers which are also considering Linux desktop migrations and rolling out some of these programs, so we're learning from them. ↗