We’ll do our best, but you can’t please everyone

I meant to post this insight from Marco Arment last year:

Some people will find things to complain about. […] You will never please everyone. You will never win that battle.

We’ll do our best in customer support, yet it’s inevitable that we’ll interact someone who is extremely upset with us.

Our patience and grace can win their hearts over; I’ve seen it many times, and we usually post it internally to remind ourselves why we carry on. (We call them “hugs”.) After a follow–up response, the customer apologizes for their crankiness, grateful for our help.

That’s why we’re some of the best in the industry. 🙂

In unfortunate and rare circumstances, when they’re angry and continue to berate us, it’s super helpful to know that we can regroup with our coworkers internally, analyze the situation, and decide that we can’t win ’em all.

“Can’t win ’em all? What does that mean?”

Our replies to that particular person will no longer help, and we close the email. If they show a change of heart and send a follow–up reply, we’re happy to revisit.

For what it’s worth, I assure you we do as much as we can before we get to that point.

If this interests you, we’d love for you to work with us, especially since we always need Happiness Engineers. 🙂

Two Years as a Happiness Engineer

Two years ago, four months, and fourteen days ago, I sent an email to apply for the Happiness Engineer position. Two years, three months, and seventeen days ago, I began my trial period with Automattic.

Two years ago, I joined Automattic and changed my life forever.

I’d like to share my last twelve months1 as a Happiness Engineer.

Side note: Our About Us page says I’m a Happiness Magician. It’s true! We can pick our own title.

Continue the journey through Bryan’s mind

Hello, Automattic

I’ve been quiet the last three months because my head has been down working with the fine people at Automattic on a trial basis.

Now, I’m stoked to announce that as of February 3rd, 2012, I’m a full-time Happiness Engineer with Automattic. My focus will be with WordPress.com, so when you need help with your WordPress.com site, you’ll probably bump into me. 🙂

A few days ago, I took a few moments to write my about section for our site. I’m astonished that my name is on that page, and it’s an amazing feeling to be part of a group that I’ve admired for a long time.

Lastly, if you’re interested, you should consider working with us. We’re hiring.

See you around WordPress.com!

James Huff at WordCamp LA 2011

For the first time in five or six years, I finally met James Huff in person at WordCamp LA. I’ve known him for about seven years. In addition to being a talented musician and all-around helpful guy, he’s a Happiness Engineer with Automattic.

Since his Gravatar is from his wedding three years ago, I demanded politely asked for a portrait. 😉

Thanks for the good times, James!

Edit: Thanks, Amy, for suggesting that I reword my post. To clarify, this was my first time meeting James.