Paying members of TheLadders often shoot off angry e-mails to CEO Marc Cenedella and complain he never responds. Ask The Headhunter readers sometimes send me copies of these e-mail exchanges (along with their rants about Ladders). Here’s a typical response that Ladders customers receive from customer service, when they complain that Cenedella is not replying to them:
Thanks for writing back in. With over three million members, Marc is not able to personally answer each email – though he’d love to.
One Ladders paying member complained loudly enough via his blog and a Twitter blast that Cenedella actually called him on the phone. Do ya think it’s snowing in hell now?
He listened very patiently and explained how some of my complaints were conscious design decisions made on the part of his team, while others were unintended UI issues which he would investigate.
And I thought there was no hope; that Cenedella doesn’t monitor online chatter about TheLadders. Turns out he does. He’s just ignoring you.
(“Unintended UI issues?” Is that like an accidental poke in the eye with a sharp stick? And, do you think it was really him??)