Discount for Bugs

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Comedian from xkcd.com

I discovered a bug . . .

If you obtain an e mail from a buyer that begins like this, what’s your first response?

Upset? Are you anxious? Shocked?

The assist workforce at Highrise is usually skeptical. Why?

As a result of typically what you assume is a bug isn’t a bug in any respect. It’s an expectation.

We’re agency believers that the best answer is a question.

As a result of for those who anticipated X, and bought Y — that’s not a bug. It’s an expectation. What did you anticipate to occur is a robust query.

For instance . . . .

I discovered a bug. Once I filter by the tag Chicago and I solely see 4 whole contacts. There are a number of different folks related to the businesses tagged Chicago so why does it solely present 4?

Please advise on when this might be fastened.

This was an e mail our assist workforce obtained over and over. Once we started asking the query: What are you anticipating to occur?

We discovered that the client anticipated to filter by the tag Chicago, and for that filter to incorporate all folks contacts that belong to corporations tagged Chicago too. Nonetheless, this isn’t how Highrise was constructed to work on the time.

Except, you additionally tagged all of the folks contacts with Chicago, your filter gained’t embrace these folks contacts. Solely the corporate contacts.

This wasn’t a bug afterall. Highrise was working because it was supposed on this instance. The issue was that intention didn’t match most clients’ expectations.

This was an e mail our assist workforce obtained over and over. This isn’t a bug. It’s solely a distinction in expectations.

This failure of expectations led to our workforce to make an adjustment. As an alternative of the intention to solely embrace folks if they’ve the identical tag, our workforce made it so if folks contacts belong to an organization contact, these folks contacts inherit those self same tags. We name it company tags.


Not a bug, however a failed expectation led us to enhance Highrise utilizing firm tags.

I’m not right here to argue the definition of a bug. Or to make a case that bugs don’t exist in Highrise. Or to say if a buyer assumes there’s a bug, that they’re unsuitable.

After all, they’re not unsuitable. And bugs exist in all software program too.

All I’m suggesting is earlier than giving in and including to your bug report, ask a query.

What are you anticipating to occur?

Get pleasure from this submit? Smash the 💚 to share it with others. And if you’ll want to observe leads and handle follow-ups, please try Highrise. Your handle e book doesn’t do sufficient, different CRM software program tries to do an excessive amount of. Highrise is constructed to do exactly what you want — no extra, no much less.



Bargain for Bugs was initially revealed in Signal v. Noise on Medium, the place individuals are persevering with the dialog by highlighting and responding to this story.





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