Treat customer support as a product.

- Keith Rabois

You kinda want to look for the anomalies. You don't actually want to look for the expected behaviour.

- Keith Rabois

When you start a company everything is going to feel like a mess. And it really should. If you have too much process, too much predictability, you ar…

- Keith Rabois

It's easy to shortcut when you get busy explaining the why's of the world, but it's very important to try.

- Keith Rabois

So that's your job too, to clarify and simplify for everybody on your team. The more you simplify the better people will perform.

- Keith Rabois

The key metric of whether you've succeeded is what fraction of your employees use that dashboard everyday.

- Keith Rabois

You really need to spend a lot of your time focussing people.

- Keith Rabois

Delegate completely. Let people make mistakes and learn.

- Keith Rabois

Any executive, any CEO should not have 1 management style. Your management style needs to be dictated by your employee.

- Keith Rabois