I'm actually the guy that started the thread, and I really appreciated your well-thought-out response. Since putting that up, things have picked up tenfold for

I'm actually the guy that started the thread, and I really appreciated your well-thought-out response. Since putting that up, things have picked up tenfold for me, I had been doing a lot of the things you mentioned, but our customer base was small, and all the little stuff really hadn't reached a level where it was challenging to organize. Boy did it change, and I'm really happy for it. These days I'm finding myself getting buried in an ever-deepening list of must-do items. It's sometime stressful, but then I think about having too little work and smile, so it all works out. A couple of specific comments about your post: 1) You said that the business guy should keep his eye on the macro focus. I find myself doing this to a point of fault. One of my cofounders works in the same room as I do and one day he just had to say: "Look, I can't work with you talking about the future all the time, we need to keep our heads down and develop at this exact moment." I'm curious: do you guys have physically separate work spaces or are you just better able to control your forward looking urge than I am? 2) Customer service: I've taken over most of this, and it's been great. I love interacting with customers (even if I get some requests about a hundred times), and as we grow, I'm ecstatic to report it's eating up larger and larger chunks of my day. Eventually I'll have to figure out a way to continue producing new content (I double as the designer, but I traded that workload with our third guy for the book keeping), but for now it's great. I was curious, we have a one day policy so that people always get a response in a day, oftentimes it's much faster, but sometimes we'll be focused on designing a new feature together, it slips. People have told us they don't mind getting a response one or two days after, do you think it's worth investing high energy in making sure it's super fast? 3) We've been having troubles with our user's guide and we're thinking about pulling it altogether in favor of a more dynamic feature-specific overlay system. We're keeping the FAQ though. Do your customers appreciate a user's guide because it's a collected resource, or do you think it would work as an enhanced tooltip system? This is just personal style, but I was curious. Again, I really appreciated your comment back when I posted, and this blog post is great. Thanks for helping me out.