The latest article from Paul Graham.
Imagine talking to a customer support person who not only knew everything about the product, but would apologize abjectly if there was a bug, and then fix it immediately, while you were on the phone with them. Customers loved us. And we loved them, because when you're growing slow by word of mouth, your first batch of users are the ones who were smart enough to find you by themselves. There is nothing more valuable, in the early stages of a startup, than smart users. If you listen to them, they'll tell you exactly how to make a winning product. And not only will they give you this advice for free, they'll pay you.
Of course, this means that all of you who are using Awasu now, you're the smart ones! I don't do phone support but have certainly apologized abjectly for bugs and other problems via email and in the forums.
Well, it's embarrassing!