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Great read. I particularly enjoyed her advice: > Make it right. The standard reimbursement for moving breakages used to be 6¢ a pound. If we broke a 10-pound
by stacky 9y ago
Great read. I particularly enjoyed her advice:
> Make it right. The standard reimbursement for moving breakages used to be 6¢ a pound. If we broke a 10-pound table, we’d be liable for 60¢, but that’s not right. So we used to give an “I’m sorry” box to customers, with a coffee mug and gift certificate in it, along with fixing whatever we broke. It made a big difference.
- Xeoncross 9y agoI remember flickr said something like "offer support in a way you know won't scale"
- marrone12 9y agoThe unfortunate corollary to this is, but when you do finally scale, the care goes out the window.
- savanaly 9y agoIs this the advice that nascent Google took? Considering they are infamous for not responding to support requests at all now that they're big, it appears they did put in place a support system that didn't scale.
- crankylinuxuser 9y agoI'd say that "Don't Care, rely on random public people" scales rather well. That's how all retail businesses are approaching as well- get rid of as many people as possible, and replace with fixed cost machines. It's a great advantage from the business side of things, but really sucks with regards to people.
- knz 9y agoGoogle's Project Fi has good support - live chat, phone, email, and social media. Likewise with YouTube TV. Of course you're paying $35+/month instead of the usual $0-10/month for most of their consumer products.
- lloydde 9y agoMy understanding is Google’s support philosophy is the same as everything else: only do things that scale massively; as 1-to-1 support can’t scale, it isn’t included except for services where it’s required to be successful.
- jonknee 9y agoThat seems like a bizarre way to pay for damages considering weight and value are not correlated at all.
- drb91 9y agoWell, they are highly correlated for tables. Or are you selling 10lb tables for 60 cents?
- jfoutz 9y agoAnd weirdly, I can’t think of anything I can buy for 6cents a pound.
- craftyguy 9y agoAdjusting for inflation (using the only date in the article, 1991), that's $0.11/lb in today's money! Hmm, still can't think of anything I can buy for that amount.
- Groxx 9y agoBubble wrap maybe.
- cperciva 9y agoTap water comes to mind as being considerably cheaper than that. I'm pretty sure that gravel and sand are, too.