What actually happened
Graham reports that Wufoo sent a handwritten thank-you note to each new user for as long as the team could manage it.
Source: Paul Graham — Do Things That Don't Scale ↗What you can learn
A small team can give its early customers personal attention that a large company cannot. Use it to listen and build trust, not just to ask for referrals.
Try it this week
- Thank a new customer personally after their first use.
- Ask which part was useful and which part was confusing.
- Follow up on one issue and tell the customer what changed.
Check your understanding
Is the lesson to send handwritten notes forever?
Our exercises and interpretations are editorial guidance, not YC's own application answers.