Own your mistakes publicly

I’ve done a fair number of JTBD (jobs-to-be-done) customer interviews.

It’s been super interesting seeing the patterns of what people say (and don’t say).

Here’s a random one to share: a few months ago Kamal had the idea of (inspired by GiveWell) to publish an “Our Mistakes” page.

When talking to customers, they LOVE bringing it up. They LOVE it. Our most recent one, as we were winding down and thanking him for his time, he made it a point to specifically bring up how much he loves how transparent we are, and that it was Our Mistakes page that made him go wow.

People love to talk about accountability (well, people just love to talk in general). But here’s an easy way to show off transparency and accountability.

Just something to consider.

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Posted on May 19, 2020 | Comments | Permalink

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