Comment by pinkmuffinere

One suggestion — when you have an unsatisfying answer for a customer like “I can’t reproduce that”, or “I won’t build that feature”, the customer may not appreciate the amount of effort you have invested in that decision. A 30 minute phone call/video call may communicate more effectively the depth of care you have. Even if you convey the same information, people _love_ talking to the owner/founder, it is a very strong indication that you care about their thoughts.