Answer people’s email … immediately

My core belief on beta software is that if somebody takes the time to download it, try it, and then give you feedback of any kind, respond to them with a personal note as soon as you can. Within 3 minutes (I clocked it) of Kevin’s post, we had 100 downloads. Within 5 minutes of that (8 minutes total), the first feedback came in and I answered it, 300 emails later into the night, I was still pounding on the keyboard. Then we have twitter stuff, then Crackberry started forum comments, as well as comments on the blog post itself. My happiest emails, for the last 20+ years, have always been those magic words: Thanks for your prompt reply. We will, of course, put in an auto-responder to ensure people know we got the note. We now have two extra people tracking and logging the bugs, etc. The core of any good company is how you treat your customers and what they say about you. You can get “product wasn’t for me but, wow, great people” and that’s win for many reasons. Raising capital? Trust me, investors simply Google/Twitter/Search for this stuff to get sense of your culture. I know, I did it for eight years.

via Inside the Crackberry Nation – The Post Money Value.

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