So what’s up with your customers? 

Why are they so touchy? It sure seems  like customers can very quickly become upset about something that wasn’t  covered in your product development, definition and then fly off the  handle and be in the streets waving signs and talking with television  stations about how bad you are all in the space of a couple of hours. It  has become clear that we product managers are now living in a different age and time than we used to. What we need to learn how to do is to deal with customers who have for some reason become very, very angry with either our product or our company. 

When this happens, just exactly what is a product manager supposed to do?