Mikhalia the Picky wrote:
To self-entitled customers, it means "I don't give a **** what your policies say, I want to talk to a manager!!!!" and repeat until there are no more managers or you get whatever you want, all the while threatening to throw a tantrum in the store and tell all the other customers what a horrible business you run.
The one thing everyone agrees on, it's a fancy way of saying "Just do whatever you can do to get unhappy customers to shut the **** up".
The problem is, the more you deal with people, the more you -hate- this phrase. Because whatever concessions you make to that customer who is allegedly always right to get them to shut up and go away will have to later be validated to your boss and your boss' boss as to why you didn't "follow procedure" and stern reminders of company policy and why you should always follow it.
Actually, this is why the self entitled customers do serve a useful purpose, and why there is a much better policy than "do whatever it takes to shut them up." I spent about a year as a merch supervisor and then as sales manager for Borders, and a wise old veteran manager there gave me a great piece of advice which I think every service oriented employee should probably take to heart. He said "When a customer asks for some thing, think for a moment before you say no. Ask yourself, 'if this customer is one of those customers who rants and raves and throws a fit and screams in the middle of the store, would I give him what he wants, just to get him to stop?' If the answer is 'yes' then just give him what he wants without making him scream and rant and rave. He'll be much happier, and you'll save yourself twenty minutes of frustration and stress." It's the best and most practical advice I've ever heard when it comes to customer service.
Because the truth is, most of the time, most customers don't ask for any thing special. And the ones that do ask for some thing special, more often than not, don't ask for some thing outrageous. If you can delight some one by making a small concession without a fight, it's probably worth it for every one involved. By always having this mentality, you will have a more realistic idea of the difference between what you can't do for a customer and what you simply don't want to do for a customer. Getting past what you just don't feel like doing is the key to great customer service.
When it comes to MMOs, a modified version of this rule ought to apply for developers. Obviously no matter what they do, there will always be some idiot screaming and yelling about some thing, and the decisions they make apply to every one, so they can't just go by the "if one person screams and yells" thing. But what they can do is think in terms of "If half the players were screaming and yelling about this, is it some thing we would change? Is it some thing we COULD change without upsetting the other half?" If there are changes that people want, that could realistically be made, and which WOULD be made without harming the other half of the game's population, then you might as well make them.
Applying this to FFXIV, this would be some thing like hardware mouse. No one is harmed by hardware mouse, and although not every one cares about the software mouse, enough people care, and it's an easy enough change, that they might as well just do it. If half the user base threatened to quit because of it, would they honestly say "Go ahead and quit, we're not going to make the change?" or would they grudgingly change? There's no reason to let things get to the point where people are screaming and carrying on like idiots if you can simply delight them by doing some thing you'd have done any way.
Incidentally, the above advice is actually good advice for relationships too. Unless you're some one who just likes to fight, it's worth always thinking in terms of "If this turned into a fight, would I concede, just to shut her/him up?" If the answer is yes, then just concede without a fight. Pick the things that are worth fighting about and concede all the rest, and there will be much more happiness for every one.