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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 May 27
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      In a text-based conversation with an Uber courier and he opened with a salarymanism so I salaryman'ed right back and then watched him, via the typing indicator, draft at least five attempts at the return salvo before landing a really well crafted one. "Game appreciates game."

      10 replies 55 retweets 691 likes
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    2. Patrick McKenzie‏ @patio11 May 27
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      Conversation flow: "I'm very sorry but [operational issue] so I must humbly ask for your understanding that the delivery will be delayed." "Thank you for your message. We are not in a particular hurry and would be honored if you could deliver at an unhurried pace."

      3 replies 1 retweet 105 likes
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    3. Patrick McKenzie‏ @patio11 May 27
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      Here's the things I expect a salaryman to think at this point in the conversation: "Oh wow your Japanese is good... wait... I can't say that." "Oh wow your salarymanning is good... wait... that implies I'm socially superior to a customer. Nope."

      1 reply 0 retweets 68 likes
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    4. Patrick McKenzie‏ @patio11 May 27
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      "'Thank you for your understanding. I will deliver it as expeditiously as possible.' Nope, ignores a direct suggestion." "'Thank you for your understanding. I will come at an unhurried pace.' No, can't suggest I'd actually not be as fast as possible."

      2 replies 0 retweets 66 likes
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    5. Patrick McKenzie‏ @patio11 May 27
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      "AHA. 'Thank you for your kind words. I will use all efforts to perform appropriately. Thank you in advance for your understanding.' Nailed it." Me: Oh wow, I'm going to write that down.

      3 replies 2 retweets 251 likes
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    6. Patrick McKenzie‏ @patio11 May 27
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      There are books and classes for this sort of thing, but what most organizations do is have several people who have gotten very, very good at it around to act as local experts for reviewing customer-facing correspondence. (I am good enough to appreciate that I am not one.)

      5 replies 2 retweets 109 likes
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      Patrick McKenzie‏ @patio11 May 27
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      Sample question, much debated among salaryman cognoscenti recently: how do you observe politely that you hope your customer is doing well during these troubled times without implying that you think the times are troubling them, specifically, or implying the reverse.

      1:43 AM - 27 May 2020
      • 8 Retweets
      • 206 Likes
      • utkarsh apoorva Kiril Savino Uh idk man Eugene Dobry yitscar James Stuber Clinton Blackburn Cecilia Brisuda Tuan Nguyen
      8 replies 8 retweets 206 likes
        1. ★★★☆☆‏ @dissimile May 27
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          Replying to @patio11

          “I trust that you are well” would seem to do it. Trust, rather than hope, puts the onus on the other party to contradict without — at least in British English — denying that opportunity.

          0 replies 0 retweets 5 likes
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        1. Casey Handmer, PhD‏ @CJHandmer May 27
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          Replying to @patio11

          Hasta la victoria siempre!

          0 replies 0 retweets 1 like
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        1. {{data.user}}‏ @phenlix May 27
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          Replying to @patio11

          Is the salaryman étiquette derived from that of imperial bureaucrats ? I imagine the exchange above would sound entirely appropriate between two Edo period courtiers.

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        1. Kiril Savino‏ @kiril__savino May 27
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          Replying to @patio11

          love this thread - fond memories of the summer I spent working nights as a Japanese CS phone rep for a clothing company in New Hampshire. not only did my keigo get stunningly good, I can still talk comfortably about towel absorbency 🤣

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        1. Æ 1 X  🦉‏ @xtremalraven May 27
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          Replying to @patio11

          Why not imply the times are troubling them?

          0 replies 0 retweets 0 likes
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        1. I’m too X Æ‏ @damiendonnelly May 27
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          Replying to @patio11

          What are the consequences of not salarymanning, when the expectation is that you are a foreigner that can’t?

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        1. BCNight_heron‏ @_totomasi May 27
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          Replying to @patio11

          Thinking exclusively of the Midwest: “Stay safe out there” or even better “Take care”

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