I have almost exactly the same soft spot, and I think it's because it's immediately apparent (to me, anyway) that folks like that are doing their absolute best to be formally courteous and respectful, and that feels really rare and valuable in customer service work right now? Like, in terms of communication inconveniences, I will take the whole-politely-confused-email-typed-in-the-subject-line over snotty, demanding ignorance any. fucking. day.

(why etsy is named what it is remains a mystery to me, so he has my full, deeply amused sympathy on that, too.)