REWORK

Writing is crucial for communication and collaboration in both remote and in-person organizations.But how do you find and hire great writers? Today, Jason Fried and David Heinemeier Hansson sit down to share why writing is at the heart of the success of 37signals and why they believe it's essential for every employee to be a skilled writer, regardless of their title or role.  Listen in as they walk us through the process they use to "Hire Great Writers" from their book, Rework. Join us to learn about the critical role that writing plays in collaboration, clarifying ideas, and unlocking solutions to the problems that have been keeping you stuck. Plus, discover how the developers at Basecamp and Hey are using writing to showcase their skills and share the solutions to their challenges. Show Notes:  [00:37] - Jason shares why the cover letter is the most crucial aspect of the hiring process at 37signals.  [01:34] - David shares how writing works to both set the tone for collaboration and as a 'magic filter' for eliminating BS.[02:26] - The personal scrutiny filter to use before you bother other people. [03:14] - The key to unlocking a stuck situation.[04:18] - The magic of writing and a few of the by-products.[05:17] - Meetings are toxic; why writing is a better way to do the bulk of collaboration.[06:23] - Why 37signals asks you to "show your work" during the hiring process.[07:53] - Why it's a good idea to "treat code as prose."[08:39] - No jargon required: designers and programmers need to be able to speak a shared language for a successful collaboration. [09:30] - For more behind-the-scenes, check out the technical blog at Dev.37signals, where the people who build Basecamp and Hey share about their work, the problems they've run into, and provide insight into how they've solved them.  Links and Resources:The 37signals Dev BlogReworkDo you have a question for Jason and David? Leave us a voicemail at 708-628-7850 or email usHEY World | HEY Sign Up for 30-day FREE trial at Basecamp.com37signals on YouTubeThe REWORK podcast@reworkpodcast on Twitter@37signals on Twitter 

"Everyone should manage themselves" has been a core principle at 37signals from day one and has continued to be key as the company has expanded. Today, Jason Fried and David Heinemeier Hansson sit down to discuss why it’s essential to the success of your company to bring on board self-sufficient employees who require minimal supervision in what they refer to as "Managers of One" from their book, Rework. Listen in as they provide tips on identifying such individuals during the hiring process, using Basecamp's features to replace what managers do, and the fundamental characteristics of a great "Manager of One."Show Notes:  [00:42] - "Everyone should manage themselves": A 37signals mantra from day one. [02:12] - Establishing a culture where there is no need for managers.[04:03] - David shares two examples of how using Basecamp's Automated Check-ins helps replace what managers do. [05:12] - Jason shares the behind-the-scenes of using the work to find the employees who are "Managers of One."[07:26] - David shares how "Drive" by Daniel Pink highlights the three drivers of motivation that they look for in an applicant's cover letter. [09:20] - Hiring is not a foolproof process—for anyone—even Google. [10:59] - The "Manager of One" concept applies before and after the hiring process.[13:47] - Self-identifying problems and rushing to solutions are not enough; the interactions must also be great.[14:32] - The ultimate quality of a true "Manager of One."[15:47] - Not to dictate but to support: the hallmarks of a great manager at 37signals.[19:02] - We're getting ready for a "ask me anything" episode. Do you have a question for Jason and David or anyone at 37signals? Leave us a voicemail at 708-628-7850, or send us an email, and we might answer it. Links and Resources:DriveReworkDo you have a question for Jason and David? Leave us a voicemail at 708-628-7850 or email us.HEY World | HEY Dev.37signalsSign Up for 30-day FREE trial at Basecamp.com37signals on YouTubeThe REWORK podcastThe 37signals Dev Blog@reworkpodcast on Twitter@37signals on Twitter 

37signals has undergone some name changes since its inception over 20 years ago: starting as 37signals in 1999, then changing to Basecamp in 2014, before switching back to 37signals in 2022. Today, Jason Fried and David Heinemeier Hansson sit down to uncover the story behind the name 37signals, the reasoning behind the name changes, and the impact a name has on a business as we discuss what's in a name. Show Notes:  [00:46] - Jason connects extraterrestrial intelligence to the name 37signals.[01:56] - The out-of-the-park success that prompted a reassessment of the company's diversification. [04:07] - Do we really need all this? The stress (and necessary decisions) that grew out of success.  [05:54] - How pride in their work led Jason and David to downsize their product line. [07:56] - Jason shares the behind-the-scenes story of the 2014 meeting that led to sun-setting their other products to focus on Basecamp (which is still in operation after 19 years).[10:04] - David shares the lightbulb moment he had during that meeting that prompted him to fully commit to changing the company's name and business model.[12:46] - Too many products, not enough progress. Getting everyone on the same page and figuring out the next steps.[14:27] - Same people, same location, NEW NAME (and domain).[17:16] - The difficult decision to stop running Highrise.   [19:19] - Back to our roots in 2022.[21:37] - How having a unified brand name helps maintain a consistent tone and strengthens brand value.[23:15] - No need for a lengthy cost-benefit analysis—go with your gut. [24:18] - It's what we want to do, and that's enough. [25:03] - Two products under one umbrella, why returning to a multi-product company name made sense from a company standpoint. [25:37] - A brand by any other name—how much does your business name matter? [27:34] - Do you have a question for Jason and David or anyone at 37signals? Leave us a voicemail at 708-628-7850, and we might answer it on an upcoming show. Links and Resources:Do you have a question for Jason and David? Leave us a voicemail at 708-628-7850HEY World | HEY Dev.37signalsSign Up for 30-day FREE trial at Basecamp.com37signals on YouTubeThe REWORK podcastThe 37signals Dev Blog@reworkpodcast on Twitter@37signals on Twitter 

Are you working over 40 hours a week while putting your personal life on hold?That's a common trap entrepreneurs, and executives often fall into while striving for success in their careers. It's also the fast track to sabotage your performance and drive yourself into burnout. It's time to re-evaluate your priorities and find a healthier balance.Today, Jason Fried and David Heinemeier Hansson sit down to discuss why "8’s Enough, 40's Plenty" from their book, It Doesn't Have to Be Crazy at Work.Listen in as they walk us through how shutting down the laptop and disconnecting from work at the end of the day can actually help you prioritize your time. Discover how incorporating an 8-8-8 formula and pursuing passions outside of the office will enhance your overall well being and boost your productivity and performance on the job.Show Notes:  [00:48] - Jason shares the tech problem of scope that leads to employee burnout. [02:09] - David shares the American habit of working excessive hours, regardless of the impact on work quality.[04:07] - The never-ending entrepreneurial competition to see who can work the most hours. [06:12] - Taking a stand against the chew 'em up and spit 'em out "we're at war" mentality in the tech industry. [07:09] - You can have success, health, and family, just not all three; pick your two. Why we need to reexamine what being a successful entrepreneur means. [10:15] - The simple 8-8-8 formula for a balanced life and a better performance at work.[12:07] - David shares how setting a specific time to disconnect from work can help you prioritize your time. [14:05] - 1 less hour of sleep=20% less cognitive function. [16:00] - The role of sleep in maximizing long-term productivity.    [19:07] - The fastest drivers are those with the slowest hands, just like a calm (well-rested) company is the most productive. [20:27] - Kimberly reveals her strategy to break her workaholic habits.[21:50] - Setting boundaries with your clients can foster more realistic expectations and trust.[22:59] - How to help your employees adopt a 40-hour work week. [25:26] - Do you have a question for Jason and David or anyone at 37signals? Leave us a voicemail at 708-628-7850, and we might answer it on an upcoming show. Links and Resources:Do you have a question for Jason and David? Leave us a voicemail at 708-628-7850It Doesn’t Have to Be Crazy at Work | Books by 37signals HEY World | HEY Dev.37signalsSign Up for 30-day FREE trial at Basecamp.com37signals on YouTubeThe REWORK podcastThe 37signals Dev Blog@reworkpodcast on Twitter@37signals on Twitter 

If you follow Jason Fried and David Heinemeier Hansson, the co-founders of 37signals, anywhere online, you know they aren’t afraid to speak their minds and stand up for what they believe in.  Today, Jason and David sit down to discuss how embracing their viewpoint has led them to go toe-to-toe with some of the industry's biggest behemoths. They’ll walk us through some of their biggest battles and what it took to stand their ground while positively impacting the world. They’ll also share tips for when, and how, picking a fight with a competitor can work to your advantage. Plus, more insight from the chapter called "Pick A Fight" in their book, Rework.Show Notes:  [00:41] - Jason shares the reasoning behind their tendency to take a stand online.[01:27] - Broken business models: the awkwardness of companies who statistically lose money trying to sell business software. [02:49] - David describes how having strong principles and standing firmly behind them puts you in direct competition with companies that run on polar opposite business principles.[04:01] - Using the underdog advantage in your marketing = highlighting the things that resonate with the target audience you are trying to reach (and make you look good). [05:43] - Don't be afraid of picking on goliath-sized competitors, but be sure you are punching up. [07:02] - Be careful of coming off as crass. If you're the market leader, ensure you act like it. [08:13] - The story of the industry heavyweight that considered taking a run at squashing Basecamp.   [09:21] - The big conflict with Apple and the resulting “rocket to the moon” free marketing [12:03] - Jason explains the difference between ignoring your competition and picking a fight with them. [12:43] - Be aware (but not too aware) so you don't compete in a field you'll never win in as a small business. [13:28] - David explains why having confidence in your unique and creative ideas can give small companies a significant strategic advantage.[15:07] - It’s important to remember a company's public image is just a sliver of its reality; follow accordingly and stick with being original. [17:42] - Why you need to keep your "pick a fight" campaigns organic, and NOT strategic, to keep them from appearing contrived. [21:25] - How knowing who you are and what you stand for as a company helps you handle the detractors. [23:15] - Picking a fight needs courage and humanity; injecting your principles into your marketing isn’t for the faint of heart. [25:31] - Do you have a question for Jason and David? Leave us a voicemail at 708-628-7850, and we might answer your question on an upcoming show.  Links and Resources:Do you have a question for Jason and David? Leave us a voicemail at 708-628-7850Rework HEY World | HEY Dev.37signalsSign Up for 30-day FREE trial at Basecamp.com37signals on YouTubeThe REWORK podcastThe 37signals Dev Blog@reworkpodcast on Twitter@37signals on Twitter 

“When dealing with customers, especially those that are angry, there are always two tokens on the table. One is the token for it just doesn't matter. It's not a big deal. And the other token is it's the end of the world. We pick one, and the customer picks the other.”—Chase ClemonsToday, Chase Clemons is here. Chase is the Head of Customer Support and is on the front lines every day as he leads the 18-person support team at 37signals. Listen in as he shares why every customer interaction's outcome depends on which one of the two tokens the support team chooses, how to keep things Fisher Price easy for better customer understanding, and some of the strategies he has learned over his eleven years at 37signals for providing excellent customer service. Show Notes:  [00:56] - Chase shares his story of providing customer support for 37signals for 11 years. [01:48] - The two industries Chase thinks everyone needs to work in at some point in their lives to be able to handle ANY situation that life or customers throw at you. [02:25] - Chase shares what went wrong when the 37signals support team tried to meet a 1-minute benchmark for responding to customers.  [05:25] - What the customer support team learned when they dropped the time requirement. [05:54] - Chase shares an example of how they got off to a rocky start with a customer, but by offering real people PHONE support, they turned it into a WIN for the team and a new customer. [09:12] - Is it a BOT or not?[10:25] - Chase explains the meaning of 'stop the cap.'   [10:50] - Humans are expensive but also friendly and can actually help other humans. [11:46] - 'Training the corporate out of them' and adopting the Basecamp voice for friendly, concise answers. [13:12] - How to explain things so they don't get lost in the translation.[14:34] - Why the philosophy of Basecamp products is to keep things Fisher-Price easy. [15:17] - Chase compares customer service mistakes to white river rafting and why everyone is afraid until they 'flip in the raft.' [16:54] - The disconnect between what we convey through our text, how people receive it, and why the subsequent response matters the most.  [18:01] - Chase shares the lesson of the two tokens when dealing with customers and why the support team needs to make a big deal out of the problem, so the customer doesn't have to. [20:07] - Chase shares his tips for putting everyone on the front lines, including where to start if you want to involve everyone in your company in customer support. [22:15] - "Interacting with the customers reminds us of who is paying our paychecks."[22:51] - The value of having an 'emergency' contact page for your customers to make them customers for life. [25:39] - Want some advice from the 37signals support team on how they would handle a customer support issue? Contact us here.  Links and Resources:Do you have a question for Jason and David? Leave us a voicemail at 708-628-7850Need advice from the 37signals support team on how they would handle a customer support issue? Email Chase.  Put Everyone on the Front Lines | REWORK Rework HEY World | HEY Dev.37signalsSign Up for 30-day FREE trial at Basecamp.com37signals on YouTube

What is your method of connecting with your customers? Does your product or service make sense to them, and do you understand how they see it?  Our perception of what is easy and straightforward and what the customer perceives as easy and straightforward can sometimes differ, making it vital for everyone on the team to hear directly from the customers without the ‘muffler.‘  Today, the cofounders of 37signals, Jason Fried and David Heinemeier Hansson, discuss how 37signals gives everyone on the team an opportunity to engage with their customers from their book, Rework, in the chapter called "Put Everyone On The Front Lines." Show Notes:  [00:40] - Jason shares why it's great to ensure everyone can engage with the company's customers.[01:47] - David shares why it's vital to hear from the customer without the muffler occasionally.[03:54] - Why it's crucial to have contact with the customers to remember you're selling to individuals—and it's rewarding, too. [05:31] - Ensuring everyone gets their chance on the front lines in front of the customers is one of the most important things you can do.[06:40] - Applying the productivity and insight enhancement process to your team. [07:35] - It's not wasted talent; it's a motivational, bright spot that pays for itself.[08:28] - If you think you're too good to help customers, you're in the wrong business.   [10:40] - 'There's no way you can come away from this experience feeling like it was a waste of time. It's just it's impossible. It's actually incredibly enlightening.'[11:32] - Being on the front lines helps you remember that we are all human, facing our own things outside of what's going on with the software.[12:52] - Everyone means EVERYONE. Founders show up first and lead by example.[15:14] - David shares why sometimes your authentic voice DOES need to be filtered.  [16:11] - Jason shares that you're in bad shape whenever you begin to recite the terms of service to a customer.[18:13] - Why customer support is really marketing. [19:56] - 600 new email threads daily, tens of thousands of potential ambassadors for your brand = the holy grail of organic growth. [21:25] - Customer live demos a thing of the future?[22:25] - Next week, 37signals' head of customer support will share tips on interacting positively with customers, even when they have problems. Links and Resources:Do you have a question for Jason and David? Leave us a voicemail at 708-628-7850Rework HEY World | HEY Dev.37signalsSign Up for 30-day FREE trial at Basecamp.com37signals on YouTubeThe REWORK podcastThe 37signals Dev Blog@reworkpodcast on Twitter@37signals on Twitter 

With the year ending, it's a good time to reflect on how far you've come in the past year as a company.  Today, the cofounders of 37signals, Jason Fried and David Heinemeier Hansson, discuss the growth of the company in 2022 and some of the significant changes they made this year.  They'll walk us through some of the new positions they’ve added, the challenges they faced along the way, and how they work to preserve a culture at 37signals that aligns with who they are. Show Notes:  [00:42] - Jason shares how their two hits, Basecamp and HEY, were the primary motivators to change the way they operate (and grow).[02:44] - How a bigger team is helping 37signals stay on track with their goals.[03:44] -David shares that after 20 years, the extra team members are helping to ensure everything gets done without over-scheduling and a little more downtime. [06:40] - The importance of expanding the team to be more available for their customers to help them better use the 37signals products.[08:13] - How they are creating educational tools to help their customers get more out of their products.[09:26] - Making the experience of buying Basecamp feel more luxurious.   [11:13] - David discusses their painful experiences with not expanding their team to mitigate business risk.[13:04] - Jason shares what's tricky about new roles from the book, Rework. [14:01] - How to stop replaying your greatest hits and embrace the growth experience.  [15:12] - How new blood and fresh perspectives help you test your old ideas to see if they've improved. [17:44] - The joys and challenges of letting go and leaning into growth. [19:01] - The frustrating and rewarding process of putting things on someone else's plate—even if YOU are good at them. [21:49] - The challenge of seeing beyond HOW the work is done to focus on the outcome.[22:54] - Why the culture at an 80-person company cannot be the same as the culture of a 40-person company, and what David and Jason are doing to ensure it remains true to who they are and what they stand for. [26:16] - If you have a specific question for Jason and David about a better way to work and run your business, leave us a voicemail at 708-628-7850, and we might answer it on an upcoming show.  Links and Resources:Do you have a question for Jason and David? Leave us a voicemail at 708-628-7850Rework HEY World | HEY Basecamp Dev.37signalsSign Up for 30-day FREE trial at Basecamp.com37signals on YouTubeThe REWORK podcastThe 37signals Dev Blog@reworkpodcast on Twitter@37signals on Twitter 

A small business has many benefits, like being able to move quickly, stay flexible and pivot when needed, something big businesses can't do as easily.  But, with the lure of getting bigger, sometimes small businesses fall into the trap of getting caught up in stiff language and legalese and ending up not sounding like themselves.  Today, the cofounders of 37signals, Jason Fried and David Heinemeier Hansson, discuss why small businesses should embrace the fact they can communicate without running every word through a legal or public relations department, as discussed in the chapter "Sound Like You" of their book, Rework. Show Notes:  [00:54] - Jason shares why they usually publish their writing directly — from mind to keyboard to the world—to get their ideas out there as clearly, and quickly as possible.  [02:00] - Why running something you've written through a filter often produces something that sounds like legalese. [03:00] - David shares why writing what you want to read is vital (or don't share).[05:49] - Big company writing philosophy is often to ensure that your writing says as little as possible but reaches as many people as possible. It's why all big companies sound the same.[07:01] - David shares why you have to create your own interest by simply being interesting, by sharing something novel, of having a stand and a position on something in some regard that's also not just there. [07:52] - The smaller your company, the bigger risk you can (and should) take with your writing.  [09:05] - Jason shares some dos (and don'ts) for writing for your small business.   [12:12] - David explains why developing your writing voice is essential and how you can do it in relative obscurity if you are a small company.[14:49] - How to become an overnight writing sensation (after just ten years of practice).[15:38] - When you SHOULD go through legal and PR before publishing your writing. [18:35] - "We have expertise in authentically stating our observations and opinions about the business world, how to run a company, and how to develop good software—so that's what we do."[19:22] - "Everything is interesting if you peel back the layers far enough."[20:20] - Why it's essential to measure your writing for the internet as a body of work, not on a piece-by-piece basis. [22:03] - The unobtainable formula for creating a hit. [22:57] - The no-traction way to gain traction with your writing. [23:42] - Why you should avoid looking at the stats of how many people are reading your writing. [25:25] - If you have a specific question for Jason or David, leave us a voicemail at 708-628-7850, and we might answer it on an upcoming show. Links and Resources:Do you have a question for Jason and David? Leave us a voicemail at 708-628-7850Rework HEY World | HEY Hey World| Jason Fried Dev.37signalsSign Up for 30-day FREE trial at Basecamp.com37signals on YouTubeThe REWORK podcastThe 37signals Dev Blog@reworkpodcast on Twitter@37signals on Twitter 

Customer relationships don't have to last forever. Keeping your hands wrapped around every customer will only lead to trying to evolve into something you're not is the death knell for your business.  Today, Jason Fried and David Heinemeier Hansson discuss the idea that you should let your customers outgrow you from their book, Rework.  Show Notes:  [00:32] - Why evolving as your customers do is a death knell for your business. [01:37] - David shares why, as a software design business owner, you need to be the voice of the people who aren't your customers—yet![02:31] - By building in all the features your existing customers want, you are closing the door on what makes things turnkey for new customers. [03:24] - Not every customer relationship has to be forever. [04:55] - Jason shares why your product needs to evolve no matter your business size. [05:39] - Why it's important to gear your improvements on behalf of everyone and not a few outliers.[06:39] - How pricing models differ based on size - both of you and your customers. [07:49] - We don't have whales because we don't have the sales cycle to hunt whales.  [10:38] - Keeping your hands clasped around every customer vs. knowing when to let them go (or grow).  [11:46] - We don't want to change our business to support companies much bigger than ours, but your mileage may vary.  [14:26] - The lackluster appeal of committee-driven software development.[16:07] - Hey—a different animal for a global audience. [16:31] - Jason shares why doing anything easy requires a lot of work. [18:13] - David shares why 37signals is in the business of designing software for an audience of one. [19:11] - Wallet-based feedback is the best feedback you can get. [20:03] - "The only kind of software that is out the gate great is software built for the people who've worked on it."[21:19] - We are putting together an "ask me anything" episode. So if you have a question for Jason and David, leave us a voicemail at 708-628-7850.Links and Resources:Do you have a question for Jason and David? Leave us a voicemail at 708-628-7850Rework HeyDev.37signalsSign Up for 30-day FREE trial at Basecamp.com37signals on YouTubeThe REWORK podcastThe 37signals Dev Blog@reworkpodcast on Twitter@37signals on Twitter