It Doesn't Have to Be Crazy at Work

people are usually in the middle of something that’s more important to them than a change to your product. They’re already invested in what they have to do and they’re already familiar with how they’re going to do it. And then you toss a change at them that immediately makes their life a little more complicated. Now they have a new thing to learn r

Sell new customers on the new thing and let old customers keep whatever they already have. This is the way to keep the peace and maintain the calm.

You can only extend so many promises before you’ve spent all your future energy.

Business gets harder after you launch.

For many customers, better doesn’t matter when comfort, consistency, and familiarity are higher up on their value chain.

Everyone wants to be heard and respected. It usually doesn’t cost much to do, either. And it doesn’t really matter all that much whether you ultimately think you’re right and they’re wrong. Arguing with heated feelings will just increase the burn.

If you want to know the truth about what you’ve built, you have to ship it.

It’s not that any particular choice is the right one, but not making one or dithering is definitely the wrong one.

since no one customer can pay us an outsized amount, no one customer’s demands for features or fixes or exceptions will automatically rise to the top.