評論
打印
So that was always the first assessment.
這是第一個評估
Like we never did anything just by interviews.
我們從不會只通過簡單的面試雇人
The other thing we had to, sort of, screen them for is their ability to do customer support.
另外一個方法呢看他們能不能做好客服
Because not any, every engineer sort of has the empathy skills to handle that stress.
因為呢并不是每一個工程師都能頂?shù)米】头膲毫?/div>
So sometimes I would have people write breakup letters to me, right, in an interview, just like hey,
所以有的時候，在面試的中間我會讓他們
pretend you have to break up with me you have 15 minutes to write in on there
拿出15分鐘的時間假裝給我寫一封分手信
and you can only write it by hand, what are you gonna say?
只能手寫，看看他們到底能寫些什么
And so you get a good sense of sort of their writing skills,
通過這種方式，可以看出他們的寫作能力怎么樣
because like 90% of what you do in customer support is tell them bad news, like,
因為做客服，90%的時間都不是很愉悅的
oh, we don't support that feature, sorry that's not gonna work, or.
比如說，會告訴用戶：沒有這個功能啊，抱歉這個功能有問題
It's not gonna be available.
這樣是不可能的啊
And so people have to have sort of tacked at that.
所以他們要學會去應對
How 'bout one more question?
最后一個問題啦
One question, right here the glasses.
最后一個同學，那位戴眼鏡的同學
So, since Wiki has all these like tricks and experiments that have really helped the company. of ones that didn't work out?
維基百科上有很多幫助公司運營的技巧和經(jīng)驗你知道有哪些是沒有成功的嗎？
Have all these tricks and experiments to help the company, are there any ones that didn't work out?
那些幫助公司運營的經(jīng)驗和技巧有沒有沒能成功的呢？
All right, I'll talk about one.
好的，我來說一個
So one of the things that we did early on to try to motivate ourselves was try to get,
在Wufoo成立早期我們試著用"混亂模式"來激勵團隊
like we understood this idea of like crunch mode and that it's really bad for people.
我們了解"混亂模式"其實這種模式對大家不好
Like if you're doing the subscription business you need people to last for the long term,
如果你是做訂閱雜志生意的那么必須有長期合作的客戶
and video games a lot of times they like crunch people. All, all the time.
如果是做電子游戲的，就得有各種各樣的客戶。需要很多用戶的支持
For like a specific deadline or have multiple sprints every two weeks
為了完成任務，會制定很多截止日期
and you have to shoot up to this deadline and it's like exhausting.
為了趕在截止日期之前完成，這太累人了！
And so, because, when it's happening it's like you might get an increase in productivity
因為，當你的生產(chǎn)率增加了
but the recovery period that you need for people is always greater, right, than the productivity you gain.
但是卻要花更長的時間去恢復然后再是恢復期
And at a company where you need everyone doing customer support
你需要員工都來做客服
and being on their game and constantly put, pushed out features you don't have time for recovery.
不斷推出新功能這樣就沒有足夠的時間去恢復
