18. Two tokens of customer service
When a customer brings a complaint, there are always two tokens on the table: “It’s no big deal” and “It’s the end of the world”. Both tokens are always played, so whoever chooses first forces the other to grab the token that’s left. Don’t force your customer into taking the “It’s the end of the world” one. (Read this story)
- 00.
- Start here
- 01.
- An obligation to independence
- 02.
- Work isn’t war
- 03.
- Small teams
- 04.
- Profit motive
- 05.
- Err on the side of do
- 06.
- Shape Up every six
- 07.
- We don’t sell you
- 08.
- 8/8/8
- 09.
- NOTASAP
- 10.
- The Fortune 5,000,000
- 11.
- Don’t emulate the office
- 12.
- Hours aren’t equal
- 13.
- On repeat
- 14.
- Meetings aren’t free
- 15.
- Bury the hustle
- 16.
- The trap of marginal thinking
- 17.
- Politicking
- 18.
- Two tokens of customer service
- 19.
- Pay people, not addresses
- 20.
- Small tech
- 21.
- Know no
- 22.
- Stayups
- 23.
- Thoughting vs. thinking
- 24.
- Fixed
- 25.
- Disagree and commit
- 26.
- Kick in the face, kick in the ass
- 27.
- Broadly speaking
- 28.
- Shots on goals
- 29.
- JOMO not FOMO
- 30.
- Miscommunication problems
- 31.
- Easy?
- 32.
- Ruby on Rails
- 33.
- Planning is guessing
- 34.
- Sleep on it
- 35.
- Companies aren’t families
- 36.
- Context > consistency
- 37.
- What’s in a name?