I worked in tech for the past ~20 years and I've seen my fair share of exchanges like this one; your answer contains essentially everything I would have recommended:
- you clarified the issue
- you didn't take anything personally, but used a humble and warm approach to "defuse" the "rant"
- you admit the limitations of your company's current approach and immediately provide suggestions on how they can be improved (e.g. free plan being "confusingly-named", "We should probably document this better").
Only thing you might be missing is:
- Contact me at $email if I can be of further help
In any case, well done. Cloudflare has a great reputation and you are making it look even better.
Comments
Kenton, what a great response.
I worked in tech for the past ~20 years and I've seen my fair share of exchanges like this one; your answer contains essentially everything I would have recommended:
- you clarified the issue
- you didn't take anything personally, but used a humble and warm approach to "defuse" the "rant"
- you admit the limitations of your company's current approach and immediately provide suggestions on how they can be improved (e.g. free plan being "confusingly-named", "We should probably document this better").
Only thing you might be missing is:
- Contact me at $email if I can be of further help
In any case, well done. Cloudflare has a great reputation and you are making it look even better.