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Lightward
  • 👉Start here
  • Context
  • Priorities: Recursive health
  • Product: Playing the game
    • 1. Load the game
    • 2. Play the game
      • How to play
      • When to stop
      • The customer's health is not your job
      • Don't sign up for custom work
    • 3. Save your game
      • 3a. Record what's new
      • 3b. Push the update
      • 3c. Prepare for next time
  • Publishing: Erring public
  • Glossary
    • Concepts
    • Applications
  • Technical
    • README
    • Screenshots
    • Cronitor
      • SSL certificate expiration warnings
    • Fly
      • Overview
      • Restarting apps
      • Fly ATC
      • Counting all org machines
      • Autoscaling
      • Environment variables
      • Deploys
        • Recovering from deploy failures
      • Rough edges
      • SSH
      • Unusual consoles
    • GitHub
      • Dependabot
    • Migrations
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  1. Product: Playing the game
  2. 2. Play the game

The customer's health is not your job

PreviousWhen to stopNextDon't sign up for custom work

Last updated 1 year ago

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This section may sound harsh. Read the whole thing.

1: A person can only be sustainably responsible for what they can practically know and understand. (It'd be nonsensically cruel to hold someone responsible for anything else.)

2: A person can only know and understand the things that they can hold, that they're close enough to feel in detail. ( can only be defined and addressed by the agent experiencing it.)

3: We are not our customers.

2: We're not close enough to the customer to genuinely feel their health. We can get a taste of it, the general vibe of it, but we're not in it with them. We can't define and address their health.

1: We cannot be sustainably responsible for the customer's health.

This is neither invitation nor license to not care.

The is about the relationship between Lightward and the world - and the world includes our customers. If a customer is in trouble with our products, we are absolutely on the hook to assess and respond. A healthy relationship between Lightward and its customers is one in which we are actively holding and feeling (in detail!) that relationship.

Health
crowning health priority