評論
打印
So one of them is, support responsible developers and designers
有責任心的開發者和設計者
and people who build the stuff, they give the very best support.
是最好的客服
Now we're not the first person to think of this.
這個方法不是我們最先想到的
Paul English was a big proporter of this at Kayak, and what he did was install a red customer support phone line in the middle of the engineering floor.
Kayak公司的Paul English就是一個忠實的支持者他在工程師的辦公室里裝了一個客服電話
And they were just regular customer support calls.
打這個電話的都是些普通的尋求幫助的用戶
And people would ask him often times,
很多人曾經問過他
why would you pay engineers $120,000 or more
為什么他要花12萬美元的年薪，甚至更多
to do something that you can pay other people a fraction of to handle in like a call center?
去雇傭工程師當客服而不是花很小部分錢建立客服中心呢？
And he says, well, after the second or third time that phone rings
他回答說，關于同一個問題接到兩三個電話后
and the engineer gets the same problem they stop what they're doing,
工程師就會先停下手頭的工作
they fix the bug, and we stop getting phone calls about it.
去修復漏洞，然后就不會有類似的電話打進來了
It, it's a way of having Q-A in a sort of nice elegant solution.
這是解決問題的一種非常好的方法
Now, John Gotman talks about the reason that we often break up with one another
John Gotman認為，導致創業散伙有四大原因
as due to four major causes and their warning signs.
這四大原因都會提前給我們警示
He calls them the four horsemen, right?
他稱之為"四騎士"（出自《圣經》，意為不好的事情）
Criticism, contempt, defensiveness, and stonewalling.
批評，輕視，防御以及閉關鎖國
Now, criticism is basically people starting to focus,
批評，指的是
not just on the specific issue at hand, but on the overarching issues.
不僅僅批評某一件事，而是整個的否定
Like, you never, right, listen to your users or you never think about us all the time. Right?
例如你從來不聽客戶的心聲，你從來不考慮我們的感受
Contempt is when someone is purposely trying to insult somebody.
輕視是指，故意地侮辱他人
Defensiveness is not trying to take accountability trying to make excuses for the actions.
防御是指拒絕承擔責任總是為行為找借口
And stonewalling is basically shutting down.
閉關鎖國指的是與外界隔離
Stonewalling, to John Gotman, is, is one of the worst things that we can do in a relationship.
在John Gotman看來冷戰是導致創業散伙的最重要的原因
