I recently upgraded my Backpack online organization tool to their “basic” plan because I found myself straining under their free version. My first credit card statement for the charge had this description:
I thought this was a little ironic considering the 37signals guys had written the book Defensive Design for the Web. The description on a credit card statement can often determine if a charge is disputed. A “page not found error” definitely wouldn’t bode well for customers surprised to see a new charge on their account.
So I dropped them an email letting them know of the problem. When I checked later that day, they had fixed the problem but I never got a response to my email.
So today there are 2 morals to the story:
Check Your URLs
You never know how your website URLs will be displayed offline, accessed by users, or mangled by typists. Make sure the case sensitivity bug doesn’t bite you.
When customers bring bugs or problems to your attention, thank them! It does take effort to inform you of such issues. Showing appreciation will help build a stronger relationship with your customers that will, in turn, keep them loyal to your business.