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How do you avoid promising or implying shit you don't intend to deliver? I'm going through this right now — people trying to use super-fine permissions (dozens

by tata71 5y ago

How do you avoid promising or implying shit you don't intend to deliver? I'm going through this right now — people trying to use super-fine permissions (dozens of points!). Besides role-based groupings, there's no chance this fixes more issues than it causes in my case (less technical managers and workers using an SaaS). Any ideas and insight appreciated!

shavin47 5y ago
Hey dude, please check this out. Basecamp had a similar issue but the underlying cause was very simple and was fixable within a day. https://basecamp.com/shapeup/1.2-chapter-03#narrow-down-the-problem https://basecamp.com/shapeup/1.2-chapter-03#narrow-down-the-...
rozenmd 5y ago
A lot of companies just say "We've added it to the backlog, thanks!" - I'd recommend avoiding this. An honest "we don't plan on taking the product in this direction for some time" will do wonders (at least for customers worth keeping IMO).
- tata71 5y ago
  I've been saying things like: "we'd like to hear more about how you'd use this, to help us build future versions".
  - latchkey 5y ago
    Any smart customer would know that is code for "We've added it to the backlog, thanks!" and won't ever see that feature.
latchkey 5y ago
By consistently delivering on everything else that they are asking for and most importantly... helping increase their revenues (or whatever other metric you use with your customers for their success). Not delivering sometimes has a reverse psychological effect that you can use to your advantage... it keeps them wanting more.
- tata71 5y ago
  This is the 1000x startup toxicity attitude people talk about, right? Surely there's better, more comfortable long term gain to be had being good customer service human beings, to some extent(?)
  - latchkey 5y ago
    Toxic? Far from it... we onboarded about 800 customers, they loved us and we grossed $80m in our first year.

by tata71 5y ago

shavin47 5y ago

Hey dude, please check this out. Basecamp had a similar issue but the underlying cause was very simple and was fixable within a day. https://basecamp.com/shapeup/1.2-chapter-03#narrow-down-the-problem https://basecamp.com/shapeup/1.2-chapter-03#narrow-down-the-...

rozenmd 5y ago

A lot of companies just say "We've added it to the backlog, thanks!" - I'd recommend avoiding this. An honest "we don't plan on taking the product in this direction for some time" will do wonders (at least for customers worth keeping IMO).

tata71 5y ago
I've been saying things like: "we'd like to hear more about how you'd use this, to help us build future versions".
- latchkey 5y ago
  Any smart customer would know that is code for "We've added it to the backlog, thanks!" and won't ever see that feature.

latchkey 5y ago

By consistently delivering on everything else that they are asking for and most importantly... helping increase their revenues (or whatever other metric you use with your customers for their success). Not delivering sometimes has a reverse psychological effect that you can use to your advantage... it keeps them wanting more.

tata71 5y ago
This is the 1000x startup toxicity attitude people talk about, right? Surely there's better, more comfortable long term gain to be had being good customer service human beings, to some extent(?)
- latchkey 5y ago
  Toxic? Far from it... we onboarded about 800 customers, they loved us and we grossed $80m in our first year.