I can usually tell on the first call whether a customer will actually use what we build.
The second kind is different from that first call.
I think about the kind of customers who help me do my best work, which I call "the second kind."
The second kind is who we do our best work with.
I've also noticed that we’ve gotten better at spotting the difference early in several ways.
- In how the first call goes.
- In the questions people ask.
- In whether someone is thinking about what they're buying, or about what they're trying to change.