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Survivorship bias. Meanwhile, at the other companies where CEO was too sleepy to make good decisions because he was up all night helping customers configure Wi
by msluyter 14y ago
Survivorship bias.
Meanwhile, at the other companies where CEO was too sleepy to make good decisions because he was up all night helping customers configure Windows... well, we don't hear those stories, because they folded.
Edited to add: not to denigrate what he did here. He did a nice thing, and it's laudable to be a good person who helps people, whether or not it's the optimal way to spend your time.
- deleted 14y ago[deleted]
- anon01 14y agoWe have made our first two customers extremely happy with our late hours and endless customer support. We also spent so much time customizing our product for them, we've had to invest 6 man months(so far) trying to get back to a stable product, on one codebase, that works for them AND new customers without direct engineer involvement in each turn up... it has been a mess.
- rprasad 14y agoTime spent on this sort of stuff early in the lifecyle of a product can be invaluable to fixing/iterating the product for countless future customers. Think of it as beta testing or customer-focused design that you are getting paid to do.
- Udo 14y agoI wish I could vote this up ten times! Another scenario is the company getting successfully sued by Bob for damages because his Windows crashed. Most of the time, the "best" possible outcome with these customers is you'll be held responsible for all their IT problems as an unpaid technician, and the worst would be they'll use patience with their entire computing setup and take it all out on you. The odds of Bob-type users damaging or even destroying a small company are vastly greater than anything else that could happen.