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Hold up.And oftentimes, you know, we don't worry much about this in customer se, criticism and contempt.
稍等一下，通常我们不会太担心，批评和轻视
Right? Defensiveness, you see this all the time,all the times in companies, especially as they get older.
对吧，防御这种事也时常发生在所有的公司里都这样，尤其是较成熟的公司
But stonewalling, this is something I see happen with start-ups all the time.
但是，闭关锁国我发现创业公司都有这个问题
You get a bunch of customer support sort of coming in and you just think I don't need to answer it.
有很多客户打来电话反映问题你觉得没有必要去接听
I don't need to respond.
我不想去回应
Right? And that act of just not even getting back to them is one of the worst things you can do.
对吧，这种无反应的行动无疑对公司是致命的一击
And it's probably some of the biggest causes of churn in the early stages of start-ups.
在早期的创业公司中这种行为会给公司带来很大的损失
This is how support worked out with Wufoo.
这是Wufoo的客服机制
When we were acquired we had about 500,000 users on the system,5 million people used Wufoo forms and reports,
Wufoo被收购的时候，已经有50万用户了有500万人使用过Wufoo的表格和报表
whether they knew it or not,and all those people got support from the same ten people,
不管他们知不知道他们的客服就是我们这十个人
and usually it was only one person dedicated support a day,or any shift.
我们通常每个人当一天的客服进行轮班
Results in about 400 issues a week. That's about 800 emails.
每个周会收到400条反馈，800封电子邮件
But a response time from 9 a.m. to 9 p.m. was between seven to 12 minutes.
我们从上午9点一直回复到晚上9点每封邮件的回复时间大概是7-12分钟
Right? And from 9 p.m. to midnight it was an hour.
晚上9点到半夜这段，回复时间是1个小时
And on the weekend it would be no longer than 24 hours.
周末，回复时间也不会超过24个小时
And we carried this up all the way up to the scale.
现在我们也一直坚持这种做法
What a lot of people forget about, and often talk about with Airbnb, is how, like
大家都知道Airbnb都知道Airbnb
oh, they did this interesting thing where they had,
去开拓纽约市场的趣事
went up to New York and offered, like, professional photographers,
提供专业的摄影师
and the founders would go out there and actually take pictures of the people's apartments to help them sell more.
让他们给要卖的房子拍照片照片拍得好看了，房子销量就会高
Focusing on the stories around conversion.
专注于转化率的增长
What most people don't realize is a lot of times when I saw Joe in the early days of Airbnb,
但是大家忽略了一点我发现Joe在创立Airbnb的早期
he had a phone, sort of head set stuck to his head all the time,because he was doing phone support nonstop.
耳朵上总是戴着耳机，方便他接电话因为他在不断地接听客服电话
