37signals — Two tokens of customer service
When a customer brings a complaint, there are always two tokens on the table: “It’s no big deal” and “It’s the end of the world”. Both tokens are always played, so whoever chooses first forces the other to grab the token that’s left. Don’t force your customer into taking the “It’s the end of the world” one. (Read this story)
00. Start here 01. An obligation to independence 02. Work isn’t war 03. Small teams 04. Profit motive 05. Err on the side of do 06. Shape Up every six 07. We don’t sell you 08. 8/8/8 09. NOTASAP 10. The Fortune 5,000,000 11. Don’t emulate the office 12. Hours aren’t equal 13. On repeat 14. Meetings aren’t free 15. Bury the hustle 16. The trap of marginal thinking 17. Politicking When a customer brings a complaint, there are always two tokens on the table: “It’s no big deal” and “It’s the end of the world”. Both tokens are always played, so whoever chooses first forces the…
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