Talk directly to your customers

Connecting with customers is part of the job. In this episode, Jason Fried and David Heinemeier Hansson share why staying close to the people who use your product still matters, even as companies scale. They touch on writing customers directly, keeping the door open after the first reply, and why real conversations beat shouting into the social media void. Key Takeaways 00:11 – Writing customers from a real inbox 05:21 – Building real relationships with the people who use your product 11:34 – Keeping the line open after the first exchange 14:07 – Why email still feels more personal than sliding into DMs 19:29 – Getting to know who your customers actually are 21:55 – Why real human connection is still the point Links and Resources Fizzy is a modern spin on kanban. Try it for free at fizzy.do Record a video question for the podcast Sign up for a 30-day free trial at Basecamp.com Books by 37signals HEY World | HEY The REWORK podcast The Rework Podcast on YouTube The 37signals Dev Blog 37signals on YouTube @37signals on X

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Talk directly to your customers is an episode from Rework by 37signals.

This episode is 29:24 long.

This episode was published on Feb 25, 2026.

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