If something in your software is confusing to a customer, it is confusing.

We spent the time writing tests, and yet, a bug survived. Should we just stop writing tests? No, but we should maybe write better tests, and think about them differently.

Me: Hey, I’m experiencing an issue with your software. Here’s a detailed bug report.

SAAS Engineer: What you’re describing isn’t possible.

Narrator: But it was possible.

This is a frustrating, unproductive snippet of a conversation I’ve had a few times in my career. What can we learn? Treat bug reports like gold.