“There’s a lot of arrogant people and there’s a lot of people who have strong opinions and don’t do a great job of expressing them in a respectful way, but their goal is not to piss you off, they actually have legitimate concerns. I viewed every single one of those concerns as my fault. Either the technology didn’t do what it needed to do, as in they had a legitimate technical concern, or they didn’t have a legitimate technical concern and we failed communicating that to them.”