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Chad Fowlers Keynote by Mind Map: Chad Fowlers Keynote
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Chad Fowlers Keynote



Moving to livingsocial

VP of engineering at Living Social

Merging two teams

Sense of responsibilitiy

What is important to accomplish as a leader of a large team?

What I really want to get right is caring like crazy

I want everyone to care like crazy

Gary Vaynerchuk's The Thank You Economy inspired this phrase

What practices could constitute a list of required practices for modern software development

Giving a shit

actually really giving a shit

Knowing the first thing about coding

See number 1

It's all about serving others

You make stuff, you write software. Really you're serving others

We are all in a service job

Everyone in the WORLD

We make experiences

An example

Washing DC in 2005

Got a cab

Tells cab driver where we want to go

Take off. Traffic stops

Getting irritated

Cab driver starts pounding the steering wheel

He shouts 'I hate traffic'

"I guess you're in the wrong job then"

"No. I love my job. My job is to fight the traffic"

Where how have you experienced the best customer service of your life?

Broke answering machine with first. They still gave me a new one when I told them the story

7 Values


Who is your customer?, My team needs a great environment and it pisses me off when they do't, Product Dev group., The fonders, Our investors, Our consumers, The merchants, The merchants customers, Local business communities, The economy

Value to end customer is dependent on the entire chain of customers

How can you help them?, simple interface?, "In software we hate talking to people for change requests, but sometimes that's what you gotta do provide the best service", We cannot be frustrated because our customers don't understand us., Help them do something they can't do on their own, People are terrified by making software, Provide excellent service where it is least expected, 5am New Zealand McDonalds run, Memphis: McDonalds sucks balls servicewise, Drive up to NZ drive through. Person shouts "GOOD MORNING!" The entire experience was like talking with @jimweirich, This guy was terrific, and he didn't have to be. He changed my perspective on New Zealand

The only reason to do something is to help the people who will use the thing., People who think they want to write a book actually just want to have written a book, Am I really helping the eople who are consuming whicever service this happens to be?, Don't just go networking. Figure out how you can help, Answer every email, tweet, and facebook post


The feeling that they'd do 10 minutes of work to save you one minute of your time., You may have crappy code, but if you get things done and try to make your customers better, then you don't suck

Do you care about your customers that much?

Your customers are not prospects (see: godaddy), They don't give you a shit about you

Employee Benefits

Are you thankful for your employees?

Do you work in a place where they don't give everything to help you get the job done (or at least bend over backwards trying) they are not grateful and you should leave

Be humble

You don't know your customer's business better than them,, Clippy

Be transparent

I like that livingsoial is providing an ultra transparent advertising platform

Banks/healthcare are the opposite.

Taxes as well


You can't cross a river using averages.

When you provide a customer experience, consistency plays the same part.

The E-myth revisited, Amazing book., Not a shitty ecommerce book, bad writing style

Kid talked to customer, got some info, and used it to make a fabulous experience

Came back and the same thing happened, even with someother kid

The owner of the hotel hires people and trains them with a rigorous checklist process

I think Zappos does the same thing, Consistently delight you

What would be acceptable, and then what would be better than that?

Systematized learning, You will screw up constantly. I did it at least once today., When you screw up, learn systematically, That way you screw up in different or less ways


Stomp out the cynicism, STOP Complaining, It is GIVING UP, It is LAZY

Customers give you jobs

Customers provide jobs