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I used to write software tools used by Amazon associates inside the warehouses (fulfillment centers). I loved meeting the users and asking them 'what sucks abou

by mabbo 10y ago

I used to write software tools used by Amazon associates inside the warehouses (fulfillment centers). I loved meeting the users and asking them 'what sucks about this?'. A few would be too freaked out by some manager-looking-type asking them any questions. Some would say the usual stuff that we knew but couldn't help. Some would point out a few small annoyances that we would try to improve. Rarely, one would tell you things that blew your mind, like holy shit why didn't we think of that? I kept going back to try to repeat that experience.

fapi1974 10y ago
One thing we try to do is get non-customer service folks to sit on customer calls. It's amazing what can happen. Like one time, we had a CTO of an online dating service sit in on calls from customers for awhile. After one particularly grueling one, he goes "you guys need to give this woman's money back." We go "we can't, there's a policy against refunds." To which he responds "but she will never get a date (for a bunch of reasons not worth going into)." And we go "exactly...so maybe we should change the policy!" New policy the following week. Boom.