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Ness Labs: Make the most of your mind
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A Summary of

You are not in the bridge building business

by
Nate Munger
Intercom
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Dangers of "yes" mentality with customers

  • Metrics to obsess over are growth and churn
  • Despite this, you cannot say yes to every customer request as it is a slippery slope with implications for customer-facing team, product development decisions, feedback loops and engineering bandwidth

Customer requests

  • Discounts, refunds, pricing, extended trials, feature access - easy calls. Bartering is part of the process.
  • Missing or yet-to-be-finished features - be honest with customers and determine when to say "no"
  • One-time technical workarounds - saying "yes" here sets a precedent that your company will build temporary solutions to larger problems
  • Being honest with your customers can actually strengthen customer relationships and improve your product in the long run
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