Our goal is to keep customers satisfied that TeacherMade is a good tool for them, so that they stay with it, upgrade to PRO, and motivate their colleagues to use it. When they have problems getting a job done, we must be responsive and empathetic. Where possible, we have to fix the problem by escalating to the Development team. When the Dev team resolves a problem reported by a customer, we wish to report that back to the customer. If the customer has an unresolvable problem, we strive to be open and honest, with continued empathy.