One of the secret benefits of hiring remote workers is that the work itself becomes the yardstick to judge someone’s performance. - Jason Fried

It begins with this idea: Your company is a product. Yes, the things you make are products (or services), but your company is the thing that makes those things. That’s why your company should be your best product.

So don’t protect the people doing the work from customer feedback. No one should be shielded from direct criticism.

Change makes things worse all the time. It’s easier to fuck up something that’s working well than it is to genuinely improve it. But we commonly delude ourselves into thinking that more time, more investment, more attention is always going to win.