Just to be clear, this particular user didn't ever become a fountain of sweetness and light - they were pretty touchy and cranky at the best of times, if I remember right (it's been over a decade), but accepting them as they were let them become a contributor instead of toxic.

Honestly I have thick enough skin that I'm happy to let them be themselves as long as we can reach a basis of professionalism and get a positive result.

You're right that there are many people you can't reach, and trying is a waste of effort, but I think an appreciation for human dignity requires me to at least make the attempt, and sometimes you're rewarded.

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andersa 7 hours ago | parent [-]

Yeah, which is why I think it's important to draw a line between a frustrated user (has genuine issues with his use of the product, can be turned by fixing them), a casual troll (reposts some bad feedback because he thinks it's funny) and a hater (malicious, bad faith, communication not recommended)

	▲	jv22222 4 hours ago \| parent [-]
		With my old saas app (now sold, and then the new owner killed it) I used to love getting angry emails. Almost every time the user ended up turning into an advocate and product champion. I don't know if they were "haters" per-se but they were almost always suprised to get an email back from a real person who cared about their concerns, and over time they changed their opinion. That may just be an artifact of early saas in 2010. Not sure if the same thing can happen these days.