I recently read an article in the phpBB forums where one user was very disappointed in how mods are applied to phpBB forums. I don’t blame him. They tend to be a very time consuming process where you follow instructions on searching for code fragments in various files and then either change them or add PHP code to them. Its something that requires the knowledge of at least an intermediate forum administrator or a PHP programmer to confidently accomplish.

The unfortunate thing was the response that this confused user was given. He was told that either he didn’t need the plugin or he wasn’t qualified to be managing a phpBB forum. Calling a potential customer an idiot is not the way to solve their problem or to build loyalty.

Looking back at the message threads, the section where he was criticized was deleted. Apparently, someone high ranking in the phpBB community deleted the offending messages.

Whether the mod system in phpBB is good or bad is irrelevant. You should not attack your customers when they are having problems using your software. If you take the time to help them, they may continue using your product in spite of their difficulties. When they feel that you don’t care about them, they won’t care about your software and will switch to your competitor.

Be kind to your customers. They are the ones who pay your bills.

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