Don't Write It Down – REWORK

Customer feedback is valuable, but not all of it deserves a spot on your to-do list. In this episode, Jason Fried and David Heinemeier Hansson revisit a chapter from their book REWORK, sharing how 37signals filters feedback, why roadmaps can do more harm than good, and what happens when companies let fear drive their product decisions.

*Key Takeaways*

00:00 – Episode preview
01:11 – Why writing down every customer request can work against you
04:20 – Handling feedback on the technical and open source side
09:58 – Why 37signals doesn't really use time specific roadmaps
11:33 – How vague promises set customers up for disappointment
15:22 – Avoiding promised feature regret
18:03 – Don't let the fear of losing customers steer your decisions
21:30 – Resisting the pressure to just "do something"

*Links and Resources*

Record or upload a video question for Jason and David — https://www.37signals.com/podcastquestion

Watch The REWORK podcast on YouTube — https://www.youtube.com/playlist?list=PLwo5Hcps5IkBBAv1-_HPOMvC4Rn1p8lsQ

Basecamp is the no-nonsense project management system. Sign up for free at https://www.basecamp.com 

HEY is a fresh take on email. Sign up for a 30-day free trial – https://www.hey.com/

Fizzy is a modern spin on kanban. Try it for free at https://www.fizzy.do

Books by 37signals – https://37signals.com/books

The REWORK podcast – https://37signals.com/podcast/

Jason Fried on X – https://x.com/jasonfried

David Heinemeier Hansson on X – https://x.com/dhh

Rework is a production of 37signals. You can find show notes and transcripts on our website https://www.37signals.com/

Leave us a video question at www.37signals.com/podcastquestion or send an email to rework@37signals.com, and we might answer it on a future episode.