The service recovery paradox

The good news about dealing with difficult customers is that, if you do a good job, you can more than make up for the issue that started it all. The service recovery paradox states that, in every customer service failure, there’s an opportunity to transform rude customers into loyal patrons. So, you can actually benefit from higher customer satisfaction levels than you would have if nothing went wrong.

TIL. I found this through an insightful article by Elizabeth Wellington on the Help Scout blog that provides tips on how to deal with difficult customers in real world situations.

Friction in UX

Friction in design can be annoying – like those interstitials while trying to read a blog post, or being unnecessarily cross-selled while checking out your online cart.

But there can be times when you wished you were warned before you performed an irreversible action, or you regret not having gone through that friction for better security in exchange for ease of access.

At the end of the day, it’s a matter of removing unwanted friction while embracing good friction.

What, if anything, do children owe their parents?

This may seem like a debatable topic, but let me just quote answers from this wonderful Quora Q&A that I generally agree with:

Children do not owe anything to their parents, purely by virtue of the relationship of parenthood.

Any adult, who believes a child becomes indebted due to the act of raising that child, is ill-prepared to raise children. That parent will end up with a child who is resentful of the parent.

Nothing from parenthood itself. People choose to become parents because they want to be parents, and not in an effort to do the kids a favor. […] But of course parents deserve the same courtesy as every other human being: if they treat you well, they deserve to be treated well.

Someone did the math


What if every cat in the world surrounded you and meowed at the same time? How loud would it be?


[…] it would be about 97dB. That’s something like the sound of a loud motorcycle passing right by you. Not deafening, but uncomfortably loud.

Interestingly you don’t even need all the cats in the world. After about 10,000 cats, they start getting too far away to matter.

Not convinced? Check out the math involved here: