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patio11's profile
Patrick McKenzie
Patrick McKenzie
Patrick McKenzie
@patio11

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Patrick McKenzie

@patio11

I work for the Internet, at @stripe, mostly on accelerating startups. Opinions here are my own.

東京都 Tokyo
kalzumeus.com
Joined February 2009

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    1. Patrick McKenzie‏ @patio11 4 Sep 2018
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      Patrick McKenzie Retweeted Stephanie Hurlburt

      a) It's a great thing about product businesses (and a bit less true of service businesses, and very less true of jobs) that you can cheerfully decline requests. b) It is probably better to phrase this as "No." or "That may be available eventually but it will not hit that date."https://twitter.com/sehurlburt/status/1037192349649174528 …

      Patrick McKenzie added,

      Stephanie Hurlburt @sehurlburt
      Customer has an internal deadline they’re stressed about and a feature request that’s a nice-to-have. We can’t meet it unless we crunch and neglect all other tasks. Explaining to my technical cofounder it’s better to tell them what date we can do it by than follow their deadline.
      Show this thread
      3 replies 26 retweets 115 likes
      Show this thread
    2. Patrick McKenzie‏ @patio11 4 Sep 2018
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      You might think that promising a reasonable date is a reasonable downsell, but it increases risk to the customer relationship without offering anything of material value to them or to you. It is never remarkable when things ship on promised schedules. It is remarkable when not.

      1 reply 9 retweets 55 likes
      Show this thread
    3. Patrick McKenzie‏ @patio11 4 Sep 2018
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      The nature of engineering projects is to run over time. This is *particularly* true at small companies which are bandwidth constrained, but it happens at AppAmaGooBookSoft, the federal government, and every engineering team you've ever loved.

      1 reply 4 retweets 39 likes
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    4. Patrick McKenzie‏ @patio11 4 Sep 2018
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      To be in the habit of promising dates is to be in the habit of breaking promises. You should cultivate the habit of not promising dates.

      1 reply 52 retweets 141 likes
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    5. Patrick McKenzie‏ @patio11 4 Sep 2018
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      Note that this is really "heads I lose tails I lose harder" with respect to the instant customer need here. They have an internal target, you're missing it either way, but you set up a new target where hitting it is still a miss and missing it is just a double miss.

      1 reply 1 retweet 36 likes
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    6. Patrick McKenzie‏ @patio11 4 Sep 2018
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      You might sensibly think "Aha but there is value in communicating dates to customers because that allows them to make informed tradeoffs for their own schedules based on the date." Real talk: they won't, but they will perceive themselves to have done so.

      1 reply 7 retweets 51 likes
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    7. Patrick McKenzie‏ @patio11 4 Sep 2018
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      "What do you mean they won't?" Have you worked at an organization? Where there are a number of people whose paychecks are all signed by the same person? Who break bread together? How often do *they* successfully align disparate workstreams with dates *given meetings to do so*?

      1 reply 0 retweets 27 likes
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    8. Patrick McKenzie‏ @patio11 4 Sep 2018
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      Your customer does not report to your boss. They do not see you in the hallway. They will not have you at their progress meetings. They will almost certainly not copy you in on every update to their Gantt chart.

      1 reply 0 retweets 20 likes
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    9. Patrick McKenzie‏ @patio11 4 Sep 2018
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      When you tell a customer you are slipping a date, they will not interpret it like the last 47 times it happened when Bob got sick, QA underestimated cycle time, or Jane got blocked by being matrixed to the incident response.

      1 reply 1 retweet 21 likes
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    10. Patrick McKenzie‏ @patio11 4 Sep 2018
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      And will they say "Oh, don't worry, I had avoided doing any work on the basis of your forecast dates, so this is ultimately no skin off my nose?" Nope. Nobody likes to admit that they took no action on what might resemble a relevant factoid. They *thought* about it, clearly.

      1 reply 0 retweets 18 likes
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      Patrick McKenzie‏ @patio11 4 Sep 2018
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      They thought about it, and then they wrote a schedule, and their thinking about it informed the schedule, and the schedule is now wrong, like every schedule which has ever been written but (importantly) distinguished because none of those other schedules clearly blamed you.

      9:47 PM - 4 Sep 2018
      • 35 Likes
      • Cameron 🏝️🦋 Fernando Padilla серафими многоꙮчитїи Chandra Yarlagadda Aneel ☕️ James Burns Mike Cripps Doug McNabb Matt "summoning arachnogods" Olson
      1 reply 0 retweets 35 likes
        1. Patrick McKenzie‏ @patio11 4 Sep 2018
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          Don't promise dates!

          9 replies 12 retweets 102 likes
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