A podcast by 37signals about the better way to work and run your business. The REWORK podcast features the co-founders of 37signals (the makers of Basecamp and ...
There is a way to bring your customers together in a meaningful way. In this episode of The REWORK Podcast, host Kimberly Rhodes welcomes 37signals' Support Team members Merissa Dawson and Ashley Bowe to discuss how the Basecamp Community came to life. They describe how they've connected with Basecamp customers and how they've connected customers with each other. They also offer a few tips for anyone looking to start their own community of customers and company enthusiasts.Key Takeaways:00:40 – Meet Merissa and Ashley from Basecamp Support01:54 – The Basecamp Community origin story05:03 – The Community as a place for sharing and collaboration07:20 – The 37signals team role within the Community09:08 – Starting a community without fear of failure13:27 – Tips for starting your own community of users and fansLinks and Resources:Join the Basecamp Community"Launch: 37signals Answers" from Signal v. NoiseHow Decent Espresso uses multiple tools in a single Basecamp projectBooks by 37signals30-day free trial of HEYSign up for a 30-day free trial at Basecamp.comHEY World | HEYThe REWORK podcastThe Rework Podcast on YouTubeThe 37signals Dev Blog37signals on YouTube@37signals on X
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18:58
Support is a Feature
Customer support is more than just a department — it’s a core feature of any great product. In this episode of The REWORK Podcast, Kimberly Rhodes chats with Chase Clemons, Head of Customer Support at 37signals, about the company's view of support as a product feature. They discuss 37signals' approach to helping customers, the value of ongoing training, and how AI can fit into support strategy without sacrificing the personal connection.Key Takeaways:00:37 – Chase Clemons, Head of Support at 37signals02:12 – Customer Support is a feature, not a cost center.04:09 – Support should focus on the customer experience06:36 – Using case studies to train your support team07:49 – Team members are trusted to use good judgment09:58 – Maintaining a friendly, conversational tone with customers11:27 – Measuring success in Customer Support14:12 – AI vs. the human element in Support17:25 – Encourage customers to reach outLinks and Resources:Books by 37signals30-day free trial of HEYSign up for a 30-day free trial at Basecamp.comHEY World | HEYThe REWORK podcastThe Rework Podcast on YouTubeThe 37signals Dev Blog37signals on YouTube@37signals on X
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20:43
Hire When It Hurts
Wondering when it’s the right time to grow your team? In this episode of The REWORK Podcast, 37signals' co-founders Jason Fried and David Heinemeier Hansson chat about their “hire when it hurts” approach as described in their book REWORK. They cover why you shouldn’t rush into bringing someone on board, how to know when there's a critical business need, and how to seize the moment when the right people show up.Key Takeaways:00:38 – Try tackling projects with the team you already have before hiring02:43 – Some roles don’t call for a full-time position07:33 – Knowing the difference between an actual staffing shortage vs. just being busy09:48 – A workload spike doesn’t always mean it’s time to expand12:33 – Snagging available talent early if you’re already planning to hire soon15:35 – One open position can become multiple hires when the talent pool is just rightLinks and Resources:Books by 37signals30-day free trial of HEYSign up for a 30-day free trial at Basecamp.comHEY World | HEYThe REWORK podcastThe Rework Podcast on YouTubeThe 37signals Dev Blog37signals on YouTube@37signals on X
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19:51
Seven Shipping Principles
How does 37signals decide when software is ready to ship? In this episode of The REWORK Podcast, 37signals’ co-founders Jason Fried and David Heinemeier Hansson discuss the company's Seven Shipping Principles. They dive into when a product update is good enough to ship and the importance of making updates to solve actual problems.Key Takeaways:00:11 – We only ship good work.03:36 – The problem with MVPs04:41 – We ship when we're confident.10:08 – We own the issues after we ship.13:41 – We don’t ship if it isn’t right.17:11 – Making sure your solution tackles a real problem20:00 – We ship to our appetite.Links and Resources:“Seven Shipping Principles” from the 37signals websiteBooks by 37signals30-day free trial of HEYSign up for a 30-day free trial at Basecamp.comHEY World | HEYThe REWORK podcastThe Rework Podcast on YouTubeThe 37signals Dev Blog37signals on YouTube@37signals on X
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22:54
Building to Flip is Building to Flop (replay)
In this episode (originally aired February 1, 2022), 37signals’ co-founders Jason Fried and David Heinemeier Hansson sit down with Shaun Hildner to discuss the consequences of building a business solely with the intention to sell. They share their perspective on building a business for the long haul versus for an exit.Key Takeaways:00:46 – Building a company to sell can encourage mediocre output07:14 – Taking shortcuts is a reflection of one's character09:41 – Why it's better to have a commitment strategy than an exit strategy11:21 – Not all businesses should become unicorns14:58 – What the founders would do if they had to begin againLinks and Resources:Books by 37signalsSign up for a 30-day free trial at Basecamp.comThe REWORK podcastThe Rework Podcast on YouTubeThe 37signals Dev Blog37signals on YouTube@37signals on X
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19:12
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A podcast by 37signals about the better way to work and run your business. The REWORK podcast features the co-founders of 37signals (the makers of Basecamp and HEY), Jason Fried and David Heinemeier Hansson sharing their unique perspective on business and entrepreneurship along with host Kimberly Rhodes.
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