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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 18 Feb 2019
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      Uber Eat's experience for dealing with the 90% cases for CS is pretty slick; probably some things to fix from a UX perspective, but given ground truth "I ordered 2 X and only got one" a computer delivered refund/apology without a human ever being involved.

      8 replies 7 retweets 80 likes
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    2. Patrick McKenzie‏ @patio11 18 Feb 2019
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      One might sensibly wonder whether there *should* be a human involved there, but fairly obvious to me that it adds no value in the instant case. Uber, Inc. knows I have $LOTS of orders with very few issues; the instant issue is a $4.50 plate of dumplings. Insta-refund + move on.

      8 replies 1 retweet 56 likes
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    3. Kevin Kwok‏ @kevinakwok 18 Feb 2019
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      Replying to @patio11

      I remember when someone at Amazon walked me through their system, which is exactly like this. If you're in some parameter bound of 'user in good standing' they auto give you whatever you ask for. So brilliant, and cost effective

      1 reply 0 retweets 16 likes
    4. Patrick McKenzie‏ @patio11 18 Feb 2019
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      Replying to @kevinakwok

      This was drilled into us as policy in my old days as CS in a major US mail order office supplies store. "Nobody in this company earns so little that talking about a ream of paper is a good use of their time. For small-dollar controversies optimize for customer happiness + close."

      1 reply 0 retweets 11 likes
    5. Patrick McKenzie‏ @patio11 18 Feb 2019
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      Replying to @patio11 @kevinakwok

      The part of this which always breaks engineers' minds when I tell them: If you received X and were dissatisfied (for prosaic reasons or "Hey I didn't order X"), for most things in the catalog, we'd refund and offer you the 3Ds: donate, destroy, or dispose of (i.e. "keep") X.

      1 reply 0 retweets 3 likes
    6. Patrick McKenzie‏ @patio11 18 Feb 2019
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      Replying to @patio11 @kevinakwok

      "No ma'am, I'm not telling you that we don't want that ream of paper back; I'm just saying in light of the circumstances it would probably be better if you were to give it to someone who needed it rather than sending it to our warehouse. We've got more, you know how it is."

      1 reply 0 retweets 3 likes
      Patrick McKenzie‏ @patio11 18 Feb 2019
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      Replying to @patio11 @kevinakwok

      A ream of paper is worth about $3 and the disruption to the orderly operation of a distribution center, getting it checked for saleability and added back into inventory, etc etc swamps the value of it. We cared a lot about paper but basically zero about paper at the margin.

      3:57 AM - 18 Feb 2019
      • 1 Retweet
      • 5 Likes
      • dan Emanuil John Lee Joseph Abrahamson Paul-Julien Vauthier
      1 reply 1 retweet 5 likes
        1. New conversation
        2. Robert Field‏ @ProgrammerRcf 18 Feb 2019
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          Replying to @patio11 @kevinakwok

          Once ordered vitamins on line, the wrong ones came. Called the company, the said we'll send the right ones and yes, just keep the wrong ones. Realize now it would cost $$ to receive the wrong ones and restock them.

          1 reply 0 retweets 1 like
        3. Travis Johnson‏ @traviscj 18 Feb 2019
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          Replying to @ProgrammerRcf @patio11 @kevinakwok

          Vitamins strike me as basically impossible to verify that they weren’t tampered with, like: replaced with something inert/dangerous, exposed to too hot of temperature, sneezed on, etc. Second hand vitamins seems like a PR disaster waiting to happen

          1 reply 0 retweets 1 like
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