5 ms·

"I sent out an email to our first set of customers that had the low-quality cinder blocks, asking to replace them. I ended up having to completely revamp my pro

by caio1982 9y ago

"I sent out an email to our first set of customers that had the low-quality cinder blocks, asking to replace them. I ended up having to completely revamp my process, and learn how cement creation really works." That's how you do it, folks. Awesome tips and sound business logic in the interview, that made my day already :-)

giarc 9y ago
I wish the author would have expanded on that. I'm interested to know what the response was from the early customers. Did they accept? Did they offer to buy the next batch? Did they think it was weird and reject the offer?!
- caio1982 9y ago
  I would like to know more too, but from my own experience with my clients they usually get very satisfied when you are as honest as you can be if you screw something up, and make it up for them as a gratitude token. People still value humility in doing business, they just don't want to feel "cheated" even if you it wasn't your fault really. I was really surprised at that, I thought I was done when I made my first serious mistake but my clients were pure understanding and support.
- mathofma 9y ago
  Out of all of them that I emailed, only maybe 25% replied - but those that did were very nice. There was no negative reactions at all.
sampl 9y ago
1. Just get something out there—without obsessing over getting it exactly right the first time 2. When something does go sideways: own up to it, make it right with customers, and learn how to fix your mistake for the future Seems like a lot of founders get one of these right, but not both. Either they’re comfortable charging ahead into the unknown, but struggle to be reliable—or they get caught up on small details and launch far too late.
- nerdponx 9y ago
  #1 is OK if and only if your customers are made aware of what they are getting into. They should know that what they are buying is a "beta" product. Otherwise you are being disingenuous.
  - jagger27 9y ago
    Either that or do the Minecraft model and sell the alpha for less than the final product.
    - nerdponx 9y ago
      I almost forgot that they did this. Unfortunately this doesn't work with these kinds of "artisan" projects because the material/startup costs tend to be high, and actually come down as the product gets more popular due to economies of scale. That's why you have group buys, and companies like Kickstarter. You need the money up-front, and you need some early adopters who are willing to go in deep on it. AFAICT it tends to be the opposite for software as long as you can ship an MVP really early: there's no need to chase bugs and run tech support if you're writing code that only 10 people will depend on. It's a big time sink, but these kinds of things tend to be labors of love in the first place.
  - morogop 9y ago
    Yes. It pisses me off to no end when somebody overpromises and underdelivers, but justifies it because they're y'know... hacking or learning or whatever. I fucking DESPISE those people, and their willingness to waste my time and money for their benefit. That said, I have ZERO problem if they've very clearly disclosed the risks, but I'm just so eager that I'm willing to knowingly accept them.
- maxxxxx 9y ago
  You have to have an idea if you have the ability to make it right with your customers. For some products if you ship a bunch of faulty ones it will be very expensive to replace them.
Cthulhu_ 9y ago
I think in that case it falls under mandatory warranty rules - if he didn't replace or reimburse them, he'd be liable. I don't know if warranty rules in the US are as strict as in Europe though. But in Europe, if your product is malfunctional within a year or three years (it's three for electronics, which is why warranty extensions from 1 to 3 years like AppleCare are dodgy), you as manufacturer are responsible for a replacement or compensation.
- caio1982 9y ago
  In Brazil it's 3 months for everything produced/sold here, electronics and complex stuff usually have a 1 year warranty provided by the manufacturer (but by no means they are legally required to do that AFAIK/IANAL). Decent cars often have a 5 year warranty. I can't imagine trying to bootstrap a small business selling something in Europe and having to be extra super sure it is indestructible for at least 3 years or else I can be seen as some sort of criminal entrepreneur, it sounds scary... do you have any link or source on that for me to read?
  - detaro 9y ago
    EU Directive 1999/44/EC sets minimum of 2 years for consumer products, and requires that for at least the first 6 months the seller has to prove that the defect did not exist when they sold the product, afterwards it switches to the consumer. National law is allowed to specify longer periods, and does in some countries. Note that it is the seller, not the manufacturer, on the hook for this. I don't know a good english summary, but here you can at least find the full text of the directive: http://www.kapitalmarktrecht-im-internet.eu/en/Areas%20of%20Law/Ka/European_Law/35/Directive_1999_44_EG.htm http://www.kapitalmarktrecht-im-internet.eu/en/Areas%20of%20...
- gt_ 9y ago
  If you get ripped off in America, the market has spoken! "It's your fault." We live by the AppleCare and die by the AppleCare.

giarc 9y ago

I wish the author would have expanded on that. I'm interested to know what the response was from the early customers. Did they accept? Did they offer to buy the next batch? Did they think it was weird and reject the offer?!

caio1982 9y ago
I would like to know more too, but from my own experience with my clients they usually get very satisfied when you are as honest as you can be if you screw something up, and make it up for them as a gratitude token. People still value humility in doing business, they just don't want to feel "cheated" even if you it wasn't your fault really. I was really surprised at that, I thought I was done when I made my first serious mistake but my clients were pure understanding and support.
mathofma 9y ago
Out of all of them that I emailed, only maybe 25% replied - but those that did were very nice. There was no negative reactions at all.

sampl 9y ago

1. Just get something out there—without obsessing over getting it exactly right the first time 2. When something does go sideways: own up to it, make it right with customers, and learn how to fix your mistake for the future Seems like a lot of founders get one of these right, but not both. Either they’re comfortable charging ahead into the unknown, but struggle to be reliable—or they get caught up on small details and launch far too late.

nerdponx 9y ago
#1 is OK if and only if your customers are made aware of what they are getting into. They should know that what they are buying is a "beta" product. Otherwise you are being disingenuous.
- jagger27 9y ago
  Either that or do the Minecraft model and sell the alpha for less than the final product.
  - nerdponx 9y ago
    I almost forgot that they did this. Unfortunately this doesn't work with these kinds of "artisan" projects because the material/startup costs tend to be high, and actually come down as the product gets more popular due to economies of scale. That's why you have group buys, and companies like Kickstarter. You need the money up-front, and you need some early adopters who are willing to go in deep on it. AFAICT it tends to be the opposite for software as long as you can ship an MVP really early: there's no need to chase bugs and run tech support if you're writing code that only 10 people will depend on. It's a big time sink, but these kinds of things tend to be labors of love in the first place.
- morogop 9y ago
  Yes. It pisses me off to no end when somebody overpromises and underdelivers, but justifies it because they're y'know... hacking or learning or whatever. I fucking DESPISE those people, and their willingness to waste my time and money for their benefit. That said, I have ZERO problem if they've very clearly disclosed the risks, but I'm just so eager that I'm willing to knowingly accept them.
maxxxxx 9y ago
You have to have an idea if you have the ability to make it right with your customers. For some products if you ship a bunch of faulty ones it will be very expensive to replace them.

Cthulhu_ 9y ago

I think in that case it falls under mandatory warranty rules - if he didn't replace or reimburse them, he'd be liable. I don't know if warranty rules in the US are as strict as in Europe though. But in Europe, if your product is malfunctional within a year or three years (it's three for electronics, which is why warranty extensions from 1 to 3 years like AppleCare are dodgy), you as manufacturer are responsible for a replacement or compensation.

caio1982 9y ago
In Brazil it's 3 months for everything produced/sold here, electronics and complex stuff usually have a 1 year warranty provided by the manufacturer (but by no means they are legally required to do that AFAIK/IANAL). Decent cars often have a 5 year warranty. I can't imagine trying to bootstrap a small business selling something in Europe and having to be extra super sure it is indestructible for at least 3 years or else I can be seen as some sort of criminal entrepreneur, it sounds scary... do you have any link or source on that for me to read?
- detaro 9y ago
  EU Directive 1999/44/EC sets minimum of 2 years for consumer products, and requires that for at least the first 6 months the seller has to prove that the defect did not exist when they sold the product, afterwards it switches to the consumer. National law is allowed to specify longer periods, and does in some countries. Note that it is the seller, not the manufacturer, on the hook for this. I don't know a good english summary, but here you can at least find the full text of the directive: http://www.kapitalmarktrecht-im-internet.eu/en/Areas%20of%20Law/Ka/European_Law/35/Directive_1999_44_EG.htm http://www.kapitalmarktrecht-im-internet.eu/en/Areas%20of%20...
gt_ 9y ago
If you get ripped off in America, the market has spoken! "It's your fault." We live by the AppleCare and die by the AppleCare.