Big Integer
REWORK
00:00
Capitulate Early and Completely
On a previous episode of the show, david talked about a customer support framework that uses tokens as a metaphor. When something happens, you can either grab the token that says, this is no big deal, or you can grab thetoken that says,This is the biggest deal. Whichever one you grab, the customer will grab the other one. On the day of the outage, David went for the big deal an right away.
Transcript
Play full episode
