Jason Fried

Jason Fried quotes on human business

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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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).


Customer service isn’t a cost, it’s an investment.


Customers don’t churn. They leave.


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.


I’ve never used the term “burn rate” in our business. Terrible phrase. They’re called “costs”. Beware fancy financial terms, they’re commonly used to create unhealthy abstractions. Further, you don’t burn money - you spend money, you pay rent, you invest in people, etc.


Save money on rent. Spend money on people.


“Crunch time” isn’t about a lack of time, it’s about unreasonable expectations. Another two weeks won’t solve that. Neither will another month.


Another one that needs to stop: Blast. Email blast. Blasting customers. Who wants to be blasted with anything?


Enough with using “capture” in a business context. Capturing market share, capturing customers, capturing value. Stop! Capture is such a violent, one-sided term with zero regard for the captured. What customer *wants* to be captured? Value can’t be “captured”.


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.

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