Jason Fried

Jason Fried quotes on customer centric

Founder & CEO at Basecamp. Non-serial entrepreneur. Co-author of Getting Real, REWORK, Remote, and “It Doesn’t Have to Be Crazy at Work”.

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1

People often ask “How do you convince customers to XYZ?” Answer: I never try to convince anyone to do anything. There are plenty of people who *want* to do something, *want* to try something, are *ready* for a change. Sell to those customers.

2

Most salespeople would be better at sales if they studied the buying process more than the selling process.

3

When you cancel a service, you can tell if a company is a “Keep Customers” company (hostile, tricky policies, retention mazes, etc) or a “Keep Customers Happy” company (easy to cancel, well wishes, fair policies, etc).

4

You don’t lose customers. Customers leave. Losing suggests you had control of them, or that you misplaced them, or you had them and they slipped through the cracks. Customers are in control of themselves and their own choices.

5

When you ask people what they want, they’ll answer your question. But that’s not the answer you need.

6

It’s easy to assume someone has to like or dislike something. But often they just get used to something and that’s what they prefer. Comfort and familiarity over better or worse.

7

"Beautiful" is a word software co's use to describe their apps. Beautiful isn't a word customers use to describe what they're trying to do.

8

Designers favor clean, customers favor obvious. The hard work isn’t making things clean or obvious - it’s finding the right balance.

9

"A lot of people" is the least precise measurement that has the biggest impact on product development. We're all guilty of using it.

10

Why would you ever call your customers “consumers”? Such an ugly way to describe a person.

11

A big part of business is transferring your confidence to your customers.

12

To put it another way, it’s good for *all customers* when there’s no such thing as your biggest or best customer.

13

If you think you control your customers, you’re out of your fucking mind. Customers make up their own minds, make their own choices, and have full agency over their own decisions. Unless you lock them in - which, of course, is even more egregious.

14

The bigger opportunity in giving live product demos is learning about your potential customer, not showing/selling them something…

15

The biggest advantage of giving in-person product demos… FOLLOW-UP QUESTIONS. That's where the gold is. That's where the depth is…

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