Comment by theothermelissa

I think it's a matter of scale. The principles and instincts that guide us in small-group conversations don't always translate well in large groups -- especially in conversations with an imbalance of emotional investment in the conversation. As the founder, you have a lot more riding on every exchange than any user does (even ardent, investing users). And as your user base grows, both the number of those interactions and their visibility and potential impact on your company is growing. So they're increasing in both number and stakes.