The Changelog: Software Development, Open Source Bourbon and better software (Friends)
Mar 8, 2024
Robert Ross, Founder and CEO of FireHydrant, shares his insights on software reliability and scaling successful startups. He dives into the nuances of bourbon tasting, bringing a light-hearted touch to the conversation. Robert discusses the balance between developing in-house solutions versus acquisitions within tech. He reflects on the importance of clear communication and trust in both startups and personal passions while hinting at his plans to watch Silicon Valley. This engaging dialogue offers a mix of professional wisdom and personal anecdotes.
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Payroll Catastrophe
- A payroll company failed to pay a client due to a human error, not a software issue.
- The CEO personally delivered a blank checkbook to rectify the situation, highlighting how operational incidents can severely impact customer perception.
Incidents Erode Trust
- Every incident, whether software or operational, erodes trust and has business impact.
- Customers' perception of reliability is paramount, regardless of where the incident originates.
Grace Periods and Retries
- Implement grace periods and retries in software to handle human error.
- Software should gently nudge users and remind them of incomplete actions, improving the user experience.