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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 5 Dec 2019
      • Report Tweet
      • Report NetzDG Violation

      Patrick McKenzie Retweeted Bilal Zuberi

      Part of the art and science of customer support is understanding how you can lose money on *every* transaction that customer support gets involved with and still have things work out for you at scale... contingent on *very* successful execution both inside and outside of CS.https://twitter.com/bznotes/status/1202362389917847559 …

      Patrick McKenzie added,

      Bilal Zuberi @bznotes
      Ordered food at a hotel in Indianapolis via DoorDash. Now on phone with a DoorDash employee in SF who wants me to know Lamb Korma is not available, so what Indian dish would I like it replaced with? We are going through the menu together. Tough making money on this transaction.
      5 replies 15 retweets 156 likes
      Show this thread
    2. Kevin Kwok‏ @kevinakwok 5 Dec 2019
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      Replying to @patio11

      I guess todays theme on Twitter is customer service

      1 reply 0 retweets 3 likes
    3. Mark Temple‏ @marktemple_ 5 Dec 2019
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      Replying to @kevinakwok @patio11

      you're forgetting the loops of good customer service -> revenue :)

      1 reply 0 retweets 3 likes
      Patrick McKenzie‏ @patio11 5 Dec 2019
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      Replying to @marktemple_ @kevinakwok

      What is your estimate for what percentage of the time "You're forgetting X" is accurate when said to someone deeply professionally involved with X?

      1:30 PM - 5 Dec 2019
      • 5 Likes
      • Joachim Schipper Rahul Ramchandani -Cantide- 🧢🧘‍♂️☸ Kevin Kwok Mark Temple
      2 replies 0 retweets 5 likes
        1. Kevin Kwok‏ @kevinakwok 5 Dec 2019
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          Replying to @patio11 @marktemple_

          What is this loops thing. Sound intriguing😊 Though I actually think the feedback loop is the main underweighted one in customer service

          0 replies 0 retweets 4 likes
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        2. Mark Temple‏ @marktemple_ 5 Dec 2019
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          Replying to @patio11 @kevinakwok

          50% expected value - given this is the 1st time I've particpated this way, so I'm 0/1 or 1/1. Over long term closer to 0% bc professionals know their expertise. I know the deeper you go in a field the more you realize just how much you don't know -> so my hot-take is useless

          1 reply 0 retweets 1 like
        3. Kevin Kwok‏ @kevinakwok 5 Dec 2019
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          Replying to @marktemple_ @patio11

          Oh I’m always down for someone else bringing up loops:)

          0 replies 0 retweets 1 like
        4. End of conversation

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