davidbgk
/
larlet-fr-david

<!doctype html><!-- This is a valid HTML5 document. -->
<!-- Screen readers, SEO, extensions and so on. -->
<html lang="fr">
<!-- Has to be within the first 1024 bytes, hence before the `title` element
  See: https://www.w3.org/TR/2012/CR-html5-20121217/document-metadata.html#charset -->
<meta charset="utf-8">
<!-- Why no `X-UA-Compatible` meta: https://stackoverflow.com/a/6771584 -->
<!-- The viewport meta is quite crowded and we are responsible for that.
  See: https://codepen.io/tigt/post/meta-viewport-for-2015 -->
<meta name="viewport" content="width=device-width,initial-scale=1">
<!-- Required to make a valid HTML5 document. -->
<title>Support — David Larlet</title>
<meta name="description" content="Yes, not only that, also just experience with selling very low priced products and how that’s incompatible with the kind of companies that we run and the kind of service we want to offer. So we have a relatively large support department who spend a lot of time being very diligent and careful with all the customers they interact with. And the math on that is that like someone writes us an email and it costs about five bucks, you take all the costs involved with running support department. It costs about five dollars to answer an email.">
<!-- That good ol' feed, subscribe :). -->
<link rel="alternate" type="application/atom+xml" title="Feed" href="/david/log/">
<!-- Generated from https://realfavicongenerator.net/ such a mess. -->
<link rel="apple-touch-icon" sizes="180x180" href="/static/david/icons2/apple-touch-icon.png">
<link rel="icon" type="image/png" sizes="32x32" href="/static/david/icons2/favicon-32x32.png">
<link rel="icon" type="image/png" sizes="16x16" href="/static/david/icons2/favicon-16x16.png">
<link rel="manifest" href="/static/david/icons2/site.webmanifest">
<link rel="mask-icon" href="/static/david/icons2/safari-pinned-tab.svg" color="#07486c">
<link rel="shortcut icon" href="/static/david/icons2/favicon.ico">
<meta name="msapplication-TileColor" content="#f7f7f7">
<meta name="msapplication-config" content="/static/david/icons2/browserconfig.xml">
<meta name="theme-color" content="#f7f7f7" media="(prefers-color-scheme: light)">
<meta name="theme-color" content="#272727" media="(prefers-color-scheme: dark)">
<!-- Documented, feel free to shoot an email. -->
<link rel="stylesheet" href="/static/david/css/style_2021-01-20.css">
<!-- See https://www.zachleat.com/web/comprehensive-webfonts/ for the trade-off. -->
<link rel="preload" href="/static/david/css/fonts/triplicate_t4_poly_regular.woff2" as="font" type="font/woff2" media="(prefers-color-scheme: light), (prefers-color-scheme: no-preference)" crossorigin>
<link rel="preload" href="/static/david/css/fonts/triplicate_t4_poly_bold.woff2" as="font" type="font/woff2" media="(prefers-color-scheme: light), (prefers-color-scheme: no-preference)" crossorigin>
<link rel="preload" href="/static/david/css/fonts/triplicate_t4_poly_italic.woff2" as="font" type="font/woff2" media="(prefers-color-scheme: light), (prefers-color-scheme: no-preference)" crossorigin>
<link rel="preload" href="/static/david/css/fonts/triplicate_t3_regular.woff2" as="font" type="font/woff2" media="(prefers-color-scheme: dark)" crossorigin>
<link rel="preload" href="/static/david/css/fonts/triplicate_t3_bold.woff2" as="font" type="font/woff2" media="(prefers-color-scheme: dark)" crossorigin>
<link rel="preload" href="/static/david/css/fonts/triplicate_t3_italic.woff2" as="font" type="font/woff2" media="(prefers-color-scheme: dark)" crossorigin>
<script>
    function toggleTheme(themeName) {
        document.documentElement.classList.toggle(
            'forced-dark',
            themeName === 'dark'
        )
        document.documentElement.classList.toggle(
            'forced-light',
            themeName === 'light'
        )
    }
    const selectedTheme = localStorage.getItem('theme')
    if (selectedTheme !== 'undefined') {
        toggleTheme(selectedTheme)
    }
</script>

<body class="remarkdown h1-underline h2-underline h3-underline em-underscore hr-center ul-star pre-tick" data-instant-intensity="viewport-all">


<article>
<header>
  <h1>Support</h1>
</header>
<nav>
  <p class="center">
    <a rel="prev" href="/david/2021/03/18/" title="Publication précédente : Fatigue">← Précédent</a> •
    <a href="/david/" title="Aller à l’accueil"><svg class="icon icon-home">
        <use xlink:href="/static/david/icons2/symbol-defs-2021-12.svg#icon-home"></use>
      </svg> Accueil</a>
     • <a rel="next" href="/david/2021/03/20/" title="Publication suivante : Manuel">Suivant →</a>
  </p>
</nav>
<hr>


<blockquote lang="en">
<p>Yes, not only that, also just experience with selling very low priced products and how that’s incompatible with the kind of companies that we run and the kind of service we want to offer. So we have a relatively large support department who spend a lot of time being very diligent and careful with all the customers they interact with. And the math on that is that like someone writes us an email and it costs about five bucks, you take all the costs involved with running support department. It costs about five dollars to answer an email.</p>
<p>If you lower your price to the point where one email essentially put you under water on a on a customer relationship, <mark>you end up in a place where you don’t want to talk to your customers.</mark></p>
<p><cite><em><a href="https://small-tech.org/videos/small-is-beautiful-07/">Small Is Beautiful livestream #7</a></em> (<a href="/david/cache/2021/184bcc38c39ce5b4d2f75fedd2c82198/">cache</a>)</cite></p>
</blockquote>
<p><em>Il y a beaucoup de choses intéressantes dans cette discussion, je remercie Laura et Aral d’avoir pris le temps de faire un transcript de l’échange qui me permet non seulement de le lire à mon rythme mais en plus de l’archiver (bon et bien sûr de le rendre accessible aux personnes en ayant davantage besoin).</em></p>
<p>J’apprécie particulièrement cette partie relative au support, qui lui donne un coût permettant d’arbitrer une intention. Lorsque l’on crée une chose, on y place un espoir dont on essaye de s’approcher. La difficulté est de continuer à partager cet espoir et/ou de le faire évoluer sans renier totalement les conditions de son accession.</p>
<p>Cette difficulté est un travail quotidien.</p>

<blockquote lang="en">
<p>We were about 45&nbsp;people, I think, at the time. We had four major products that were all sort of succeeding and growing. And we looked at that and said, you know what? We can’t continue with four major products at the same time, if we’re staying at 45&nbsp;people, we have to probably go to 150&nbsp;because there’s these tipping points where once you install this layer of management, you need a bunch more people and so on. So if we’re going to run this whole thing, I can see a straight path to us being 150, maybe 300&nbsp;people. And I looked at that and said, you know what, <mark>I don’t want to work there</mark>. I don’t want to work at a Basecamp of 300&nbsp;people.</p>
<p><cite><em>Ibid.</em></cite></p>
</blockquote>


  <nav>
    <p>
      
        <a href="/david/2021/produit/"
          title="Liste de tous les articles associés à cette étiquette"
          >#produit</a>
      
        <a href="/david/2021/transformation/"
          title="Liste de tous les articles associés à cette étiquette"
          >#transformation</a>
      
        <a href="/david/2021/travail/"
          title="Liste de tous les articles associés à cette étiquette"
          >#travail</a>
      
      <a href="/david/#tags"
        title="Liste de toutes les étiquettes existantes"
        ><svg class="icon icon-tags">
          <use xlink:href="/static/david/icons2/symbol-defs-2021-12.svg#icon-tags"></use>
        </svg> tous ?</a>
    </p>
  </nav>

<nav>
  <p class="center">
    <a rel="prev" href="/david/2021/03/18/" title="Publication précédente : Fatigue">← Précédent</a> •
    <a href="/david/2021/" title="Liste des publications récentes">↑ En 2021</a>
     • <a rel="next" href="/david/2021/03/20/" title="Publication suivante : Manuel">Suivant →</a>
  </p>
</nav>
</article>


<hr>

<footer>
  <p>
    <a href="/david/" title="Aller à l’accueil"><svg class="icon icon-home">
        <use xlink:href="/static/david/icons2/symbol-defs-2021-12.svg#icon-home"></use>
      </svg> Accueil</a> •
    <a href="/david/log/" title="Accès au flux RSS"><svg class="icon icon-rss2">
        <use xlink:href="/static/david/icons2/symbol-defs-2021-12.svg#icon-rss2"></use>
      </svg> Suivre</a> •
    <a href="http://larlet.com" title="Go to my English profile" data-instant><svg class="icon icon-user-tie">
        <use xlink:href="/static/david/icons2/symbol-defs-2021-12.svg#icon-user-tie"></use>
      </svg> Pro</a> •
    <a href="mailto:david%40larlet.fr" title="Envoyer un courriel"><svg class="icon icon-mail">
        <use xlink:href="/static/david/icons2/symbol-defs-2021-12.svg#icon-mail"></use>
      </svg> Email</a> •
    <abbr class="nowrap" title="Hébergeur : Alwaysdata, 62 rue Tiquetonne 75002 Paris, +33184162340"><svg class="icon icon-hammer2">
        <use xlink:href="/static/david/icons2/symbol-defs-2021-12.svg#icon-hammer2"></use>
      </svg> Légal</abbr>
  </p>
  <template id="theme-selector">
      <form>
          <fieldset>
              <legend><svg class="icon icon-brightness-contrast">
                <use xlink:href="/static/david/icons2/symbol-defs-2021-12.svg#icon-brightness-contrast"></use>
              </svg> Thème</legend>
              <label>
                  <input type="radio" value="auto" name="chosen-color-scheme" checked> Auto
              </label>
              <label>
                  <input type="radio" value="dark" name="chosen-color-scheme"> Foncé
              </label>
              <label>
                  <input type="radio" value="light" name="chosen-color-scheme"> Clair
              </label>
          </fieldset>
      </form>
  </template>
</footer>
<script src="/static/david/js/instantpage-5.1.0.min.js" type="module"></script>
<script>
    function loadThemeForm(templateName) {
        const themeSelectorTemplate = document.querySelector(templateName)
        const form = themeSelectorTemplate.content.firstElementChild
        themeSelectorTemplate.replaceWith(form)

        form.addEventListener('change', (e) => {
            const chosenColorScheme = e.target.value
            localStorage.setItem('theme', chosenColorScheme)
            toggleTheme(chosenColorScheme)
        })

        const selectedTheme = localStorage.getItem('theme')
        if (selectedTheme && selectedTheme !== 'undefined') {
            form.querySelector(`[value="${selectedTheme}"]`).checked = true
        }
    }

    const prefersColorSchemeDark = '(prefers-color-scheme: dark)'
    window.addEventListener('load', () => {
        let hasDarkRules = false
        for (const styleSheet of Array.from(document.styleSheets)) {
            let mediaRules = []
            for (const cssRule of styleSheet.cssRules) {
                if (cssRule.type !== CSSRule.MEDIA_RULE) {
                    continue
                }
                // WARNING: Safari does not have/supports `conditionText`.
                if (cssRule.conditionText) {
                    if (cssRule.conditionText !== prefersColorSchemeDark) {
                        continue
                    }
                } else {
                    if (cssRule.cssText.startsWith(prefersColorSchemeDark)) {
                        continue
                    }
                }
                mediaRules = mediaRules.concat(Array.from(cssRule.cssRules))
            }

            // WARNING: do not try to insert a Rule to a styleSheet you are
            // currently iterating on, otherwise the browser will be stuck
            // in a infinite loop…
            for (const mediaRule of mediaRules) {
                styleSheet.insertRule(mediaRule.cssText)
                hasDarkRules = true
            }
        }
        if (hasDarkRules) {
            loadThemeForm('#theme-selector')
        }
    })
</script>
</body>
</html>