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"Six Apart does their customers right" - Kevin's LJ
My Six Apart / LiveJournal work journal
kevink
kevink
"Six Apart does their customers right"
http://37signals.com/svn/archives2/six_apart_does_their_customers_right.php

Classy. Proud to have that kind of leadership where I work.

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Comments
burr86 From: burr86 Date: November 14th, 2005 09:39 pm (UTC) (Link)
Nice. (And, dare I say, clever?)
kevink From: kevink Date: November 14th, 2005 09:47 pm (UTC) (Link)
I was a little worried people would think that...that it's a calculated move to avoid spending more than necessary. It frankly was a solution to the internal disagreement we had about the "right" amount of credit to give -- "Why should we keep debating about who's best at reading customers' minds? Let the customers tell us."

By the way, I think I'm the best at reading minds, except in the case of Hitbox ;-\.
burr86 From: burr86 Date: November 14th, 2005 09:50 pm (UTC) (Link)
Actually, I totally didn't see it as a thrift type of move, even though I can see why people might think that. To me, it seemed more of a reassuring move -- if we say "here, have four options of what might be the best solution", people are less likely to say that *any* of them are unacceptable, if that makes sense. (It's like the people here -- when we offer for X days free paid time in exchange for downtime, some people might want more, but if we gave them a choice, the ball's in their court.)

Reading minds, eh? So tell me, what am I thinking about right ... now? *g* ;)
jamisononfire From: jamisononfire Date: November 14th, 2005 11:54 pm (UTC) (Link)
When winniewong and I first were told found out about this, we bother reacted with "so even if I didn't notice, what's to keep me from taking the 45 days?"

The response was a very sound "we don't think most our customers will do that." I was awed and had a whole new sense of pride in working here.
xb95 From: xb95 Date: November 15th, 2005 01:47 am (UTC) (Link)
Didn't this come out of us? We did this same exact thing a year ago because of the January incident... gave the user a choice of 2, 4, or 0 weeks paid time extension. (I believe those were the options.)

Of course, this might have been totally independent, and no matter where it came from, it's still something I'm happy to have seen happen. "6A done good" as it would be said.
kevink From: kevink Date: November 15th, 2005 01:50 am (UTC) (Link)
I'm not sure. I heard the initial suggestion in this case from Barak, but maybe he was inspired by LJ's experience.
anildash From: anildash Date: November 15th, 2005 07:36 am (UTC) (Link)
i think we'd talked about a similar idea when we changed the pricing on MT, though we didn't do it then... the concept seems to just be floating around in the air. i like to think it's just great minds thinking alike.

shows that LJ DNA has always been more similar to 6A, i think, 'cause i've still never heard of any other company doing stuff like this.
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