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177: “Don’t scale too soon” — On Books and Mission-Based Business-Building with Readwise Cofounder Daniel Doyon

Free Time with Jenny Blake

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How to Deal With a Dramatic Change in Email Volume

I want to come back to your philosophy of life but first I have this open loop around the email volume. When you start getting 500 to a thousand messages a day and obviously the current system can't really support that. Is that just a matter of well once you fix the product that's in beta and you get the bugs out that volume will naturally decline or do you need to invent an entirely new system for tackling the inbox? So as a result of that we've had to formalize our customer support function before this event it was running more casuals not the right word but we had two team members and myself  and our process was to reply to literally every piece of email we get

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