" The reservoir is limited , and if you treat users badly enough and exhaust them, theres a good chance that they will leave." My thoughts after this statement by Krugs is that he is referring to the reservoir as someones attention span when they are on a website. Full reservoir means that they're happy but a low reservoir means they're beginning to lose interest in your message that your trying to get across. Some people have a large reservoir and some have a small one. If you make mistakes that diminish a site and a users good will they may quickly lose interest. Some things that diminish a goodwill on a website are punishing the user for not doing it your way. Asking for info that is not needed tends to make users mad when it is unesscary. Waiting on sites for long flash intro will diminish a users good will imidieatly. Users want things done quick, and not have to wait for the stupid intro that takes long to load at the beginning of the site.
But besides all the negatives in the last paragraph, there are good things that increase a users good will. For example, knowing what the user wants. When things are made obvious and in your face the user doesn't have to go through the trouble of questioning if the steps he/she are taking are correct. Saving the user unesscary steps will boost there goodwill. On a website many users come across questions that they have. Having a FAQ (Frequently Asked Questions) section on the website is very insightful and answers many potential questions. Last but not least, a users goodwill is determined by the amount of effort you put into the site. If the site looks like crap, then the user will not be there for very long. But if the site is function able, then the users reservoir will be filled and he will have no problems with the website.
