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So one of them is, support responsible developers and designers
有责任心的开发者和设计者
and people who build the stuff, they give the very best support.
是最好的客服
Now we're not the first person to think of this.
这个方法不是我们最先想到的
Paul English was a big proporter of this at Kayak, and what he did was install a red customer support phone line in the middle of the engineering floor.
Kayak公司的Paul English就是一个忠实的支持者他在工程师的办公室里装了一个客服电话
And they were just regular customer support calls.
打这个电话的都是些普通的寻求帮助的用户
And people would ask him often times,
很多人曾经问过他
why would you pay engineers $120,000 or more
为什么他要花12万美元的年薪，甚至更多
to do something that you can pay other people a fraction of to handle in like a call center?
去雇佣工程师当客服而不是花很小部分钱建立客服中心呢？
And he says, well, after the second or third time that phone rings
他回答说，关于同一个问题接到两三个电话后
and the engineer gets the same problem they stop what they're doing,
工程师就会先停下手头的工作
they fix the bug, and we stop getting phone calls about it.
去修复漏洞，然后就不会有类似的电话打进来了
It, it's a way of having Q-A in a sort of nice elegant solution.
这是解决问题的一种非常好的方法
Now, John Gotman talks about the reason that we often break up with one another
John Gotman认为，导致创业散伙有四大原因
as due to four major causes and their warning signs.
这四大原因都会提前给我们警示
He calls them the four horsemen, right?
他称之为"四骑士"（出自《圣经》，意为不好的事情）
Criticism, contempt, defensiveness, and stonewalling.
批评，轻视，防御以及闭关锁国
Now, criticism is basically people starting to focus,
批评，指的是
not just on the specific issue at hand, but on the overarching issues.
不仅仅批评某一件事，而是整个的否定
Like, you never, right, listen to your users or you never think about us all the time. Right?
例如你从来不听客户的心声，你从来不考虑我们的感受
Contempt is when someone is purposely trying to insult somebody.
轻视是指，故意地侮辱他人
Defensiveness is not trying to take accountability trying to make excuses for the actions.
防御是指拒绝承担责任总是为行为找借口
And stonewalling is basically shutting down.
闭关锁国指的是与外界隔离
Stonewalling, to John Gotman, is, is one of the worst things that we can do in a relationship.
在John Gotman看来冷战是导致创业散伙的最重要的原因
