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> At least for now, we use the law as our guide [...] since it is the point at which these issues cease to be a matter of opinion. Of course, if you’re an asshole, you'll still get the boot—that policy remains firmly in place.

So you're objective until someone makes you mad. Got it.

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We're pretty patient with anything up until the point of what is obviously verbal abuse. Frustration is obviously a reality of customer service, and we understand that. I think we've maybe only politely urged one person to try out other options in the eight months I've been with the company, and generally if someone reaches the point of being genuinely mean, they're not going to use the software anyway.

I see your point, however, and I won't pretend that there's not a little bit of cognitive dissonance there.

I think his point is that he'll kick someone who makes trouble for his business. Someone who is a jerk in their life outside that particular business relationship get a pass, provided they don't break the law. That seems like a very rational policy.

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