DHH Profile picture
21 Jan, 7 tweets, 3 min read
The spirit of service that Hsieh built at Zappos really was revolutionary. And he did it for something as banal as shoes! Here I am fighting with @OliverCabell on the sixth email because their shoes took a month+ to arrive to where I no longer am. They'd like $75 to do a refund?
And irony is that I was ordering a replacement pair for shoes that had been worn out. I was a repeat customer! Wanting to give them more money! Would probably just had kept buying those same shoes for years. Now it'll instead be NEVER AGAIN.
Companies like @OliverCabell will spend massively on new customer acquisition, then turn around and squander it all with this perverse abdication of responsibility (what? shipping? that's not us!). Hsieh saw that as an industry-wide malady, and brought the healing.
The thread in @heyhey for this is just 🤯. I don't really thought they'd eventually get it! Kept throwing good attention after a bad company. Shame on me.
Ended up getting the refund I requested literally 7 times. Appreciate it! Still going to try another shoe company for my next pair. Hopefully this is an opportunity to revamp policy. If it looks like there’s meaningful change, maybe I’ll try again next time.
But this is of course more than about shoes. It’s a mirror for anyone in charge of product and support policy. Are we making it hard for the people we’ve hired to help customers to actually help customers? It’s just about never the agents fault, almost always the policy.
And sometimes it’s not even the explicit policy, but the implicit one we project by our repeated dealings. Someone working support will quickly pickup “how we do things around here”. But virtually all would much rather just truly help customers set things right.

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More from @dhh

22 Jan
Import maps are on by default in Chrome 89 😍. That’s quicker than I dared hope. Awesome!! Now what say ye, @firefox (cc: who’s the right person?) and @webkit (cc: @jensimmons) 🙏?
As a recap, import maps allow you to serve JavaScript modules directly in the browser with statements like: import { Controller } from “stimulus”. And then stimulus can be mapped to a fingerprinted specific file. When you update that file, no need to change source code.
This is essentially a yarn.lock file for in-browser dependency resolution. But it’s in many ways even cooler, because you can map these resolutions to web addresses too! Perfect for @skypackjs and other CDNs. It really is the missing key for a bundler-less JS future 🌈☀️
Read 4 tweets
21 Jan
Google peddling that misinformation in their authoritative call-out boxes. If they get something this basic (a joke) this wrong (stated as a fact). Ehhh...
Google’s approach to reality, where we all get a different slice depending on what’s in the tummy of the great AI for the person and the day, is deeply concerning. This is an utterly inconsequential example, but the authority slider wouldn’t be elsewhere.
This game of telephone is quite something! Original Googler uses his own search engine to find a joke presented as fact, then a WhatsApp engineer takes that number from the tweet and doubles it, and suddenly I'm the co-owner of a $200B company 😂
Read 4 tweets
21 Jan
A new email address that doesn't end in dot big tech would be a great look for you in 2021 🤩 hey.com
And while you're looking smart with your new fancy email address, your brain gets to take a rest from all those incessant, pestering people who can't seem to take NOT INTERESTED for an answer. hey.com/features/the-s…
And maybe you'll finally adopt a method for getting back to the people you really do want to talk to! Like getting on a roll with replies, and just keep going, until its easier to answer all of them than it is to let 'em linger. hey.com/features/reply…
Read 5 tweets
21 Jan
My most anticipated feature for browsers this years is native importmap support. It's the key, unblocking feature we need to embrace a transpiler- and bundler-less JS future. Chrome already has support behind a dev flag, @firefox says they're interested, but what about @webkit?
Thankfully we have a shim to bootstrap this exciting future with, but you, know, rather not shim! If you're curious about importmaps, you should checkout the super compressive pitch for the standard: github.com/WICG/import-ma…
We're already using this shim in the stimulus-rails gem, and it'll power the first attempt at bringing HEY to that in-browser, bundler-less ESM promised land. There's still a place for bundlers and transpilers, but with importmap, maybe that becomes a far, far smaller place.
Read 4 tweets
19 Jan
The dehumanization of gig work is one of the largest moral stains on this industry we so broadly call “tech”.
Beyond depressing that the new US administration might well draw key personnel from amongst the architects, implementers, and executors of these oppressive regimes.
I mean. Fuck. Like putting a bunch of Google or Facebook henchmen in charge of antitrust. Oh wait... washingtonpost.com/politics/2021/…
Read 4 tweets
18 Jan
20 years ago, I created the Danish gaming site Daily Rush with @mwittrock – inside a startup accelerator called Prey4, complete with fantastical projections of world domination 😂 – but now it's the end, after the proprietor of many years died in 2018. dailyrush.dk/dailyrush/dail…
Daily Rush was the culmination of years of using the web to do gaming journalism. I started Konsollen all the way back in 1995, then ran Quake3.dk for years in anticipation of Id's shooter, then worked at a web portal, then Daily Rush.
This was how I got into web development, project management, organizing, writing, publishing, and how I met lifelong friends. What a wonderful time. But most good things come to an end. We should all be so lucky to see something we help set in the sea brave the waves for 20 yrs!
Read 5 tweets

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