Just over three years ago, Matt Alexander founded Need, a publication that releases exclusive, curated clothing and products for "the modern gentleman". They later added Foremost, a line of affordable, American-made clothing for men and women. This month, Need became Imprint and launched an iOS app.

This is the origin of Need's customer service model, and how it helped them grow and evolve from a sensation (Need) into a tangible, formidable Imprint in the world of fashion.

Matt Alexander will return. (cue "James Bond Theme")

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• Comic Bento, the original graphic novel subscription box. Save $5 using CALLING at checkout.
• Mack Weldon, men's basics with a hassle-free non-return policy: if you don't like your first pair of underwear, tell them, they'll refund you, and keep them. Save 20% using THANKYOU at checkout.

Show Notes

• Imprint
• Foremost
• iOS app
• Imprint: A new name, a new iOS app, a new site, and a new idea or two.
• Imprint on Twitter
• Foremost on Twitter
• Matt Alexander on Twitter
• Matt Alexander appeared in the original run of Giant Size on two back-to-back episodes ("ORIGINS" #9 and #10) to talk about Marvel's big "NOW!" relaunch back in 2013.

One of Austin's most iconic taco joints turns 35 years old in July.

Juan in a Million is known as much for their triple-sized signature "Don Juan" breakfast tacos as they are for owner Juan Meza's legendary handshake.

Get the "Don Juan" with chorizo. You won't be sorry.

Brought to you by

• Casper: premium mattresses for a fraction of the price. Use coupon code THANKYOU to save $50 on your choice of Casper mattress. Terms and Conditions Apply.

On the highway from one major city in Texas to another, there's always at least one really good, locally-owned place to eat. A little over 40 miles outside of Austin on the way to Houston is Taqueria Chihuahua, a place full of good food and good people who have been serving customers for over 20 years.

Be ready for a taco that it takes two hands to eat.

Brought to you by

• Casper: premium mattresses for a fraction of the price. Use coupon code THANKYOU to save $50 on your choice of Casper mattress. Terms and Conditions Apply.
• The Shuttle: Save $10 while they last with coupon LOSTMYREMOTE.

Show Notes and Links

• Taqueria Chihuahua in Giddings, Texas on Yelp
• ...on Urbanspoon/Zomato
• ...on Google Plus
• ...on Facebook

Running a movie theatre is one thing. Running free movie screenings for non-paying guests is a production. It involves a theatre's staff, lots of excited movie fans, and an contracted rep or two whose job it is to manage concentrated chaos.

What happens when (once a week at minimum) the same 40 customers are willing to wait over twelve hours to watch one movie for free?

Brought to you by

• Hover: Get your domains and services and get on with your day. Visit our link to support the show whenever you have a crazy idea in the middle of the night, day, or whenever the impulse strikes.

Annie used to do Elvis' nails, doesn't care about famous people, and is the best designated driver on the planet. We need more "Annies" in the world.

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• Squarespace: Need to set up a website for yourself, a friend, or loved one? Use THANKYOU to get 10% off.

Show Notes and Links

• Annie doesn't have Twitter, Instagram, Facebook, Tinder, LinkedIn, or any of that garbage.
• Elvis Presley sang a bunch of songs, like the one you hear a (very) short (Fair Use-protected) clip of toward the end of this show.

Emily Nagoski talks about her work as a sex educator and the misconceptions she's faced with when people stop her in the grocery store to ask about their sex lives.

Brought to you by

• Come As You Are: Dr. Nagoski's new show, where she talks with people 1-on-1 about sex. Anyone is welcome as a guest. All you need are questions and concerns about sex. It's launching next week right here on ESN. RSS feed here, iTunes feed still to come.
• Our Founding Sponsors: made ESN happen a year ago on 7 February 2014. Visit them and support what they do.

Show Notes and Links

• Emily's new book is also called Come As You Are, and is out in the US on 3 March 2015.
• Emily is doing a book tour, so go see her and be a lovely fan.
• Emily is on Twitter. Be nice.

Liz Furl left waiting tables behind to work in a call center. Little did she realize how much more difficult it would be to tell Medicare applicants that "there's no update on your status" for a living.

Listen to learn the art of the Polite Hang-Up, and whether you're dying fast enough.

Brought to you by

• Warner Archive Instant: the classic cinema and TV streaming service you've been waiting for, on Roku and iPad, supporting AirPlay to AppleTV.

Liz Furl

• Twitter
• LadyBits Podcast on 5by5

Show Notes and Links

• In 2015, Thank You For Calling! is going to continue to follow up on specific themed stories, including this one about customer service inside healthcare.

You Might Also Like

• Systematic, hosted by Brett Terpstra: an interview show unlike many others, hosted by the friendliest introvert you'll ever meet. This past week, he took a long, hot shower with Merlin Mann.

Venturing out during Black Friday weekend can be fascinating when you go not to shop, but to assess how American shopping culture has become its own form of zombie pandemic.

Brought to you by

• Harry's: even if already a customer, or if you've used a discount code, get $5 off the Winter Winston set with "THANKYOUHOLIDAY"

Before Friar Gabriel Mosher joined the Dominican Order, he worked in both fast food and bill collection. How does dealing with people who demand a "Medium" Frosty inform taking on religious life?

Exclusive Sponsor

• Backblaze: unlimited, unthrottled backup for $5/month

Show Notes and Links

• Brother Gabe is on Twitter.
• Historical note in the style of Dungeons & Dragons: "Brother Gabe" levels up to "Father Gabe" on 30 May 2015.
• The header photo is explained by this Yahoo! article. He can't help it, he's a Jesuit.
• The after-show for this episode will end up edited into a bonus episode of Electric Shadow, but it'll also be available here.

Drew Westphal and Anna Bartenstein run the customer service machine behind musician Jonathan Coulton. They cover everything, from emails about orders or general questions to the still-being-fulfilled, massively successful Code Monkey Save World Kickstarter from 2013.

They talk about their professional histories and why they love doing what they're doing for musicians like They Might Be Giants and "JoCo".

Special Guest Stars: Jonathan Coulton and Greg Pak!

Sponsors

• Backblaze: back that Mac up for only $5 a month (less if you sign up for longer). Whatever kind of computer you’re using, make sure you’re backing it up. Set up Backblaze for yourself or a family member (or both) today.
• The Magazine Book 2: Back their ending-in-24-hours Kickstarter to get some uncommonly great content. Salute and bid a fond farewell to a great publication. An eBook of the first one is now free!
• Symbolicons: by Jory Raphael, designer of all our new artwork. Get 40% off any icon set bundle with ESN1

Related Episodes

• Artist Edition 21: City of Monkeys (Greg Pak & Jonathan Coulton) is excerpted in part here. The interview was conducted just a few days into the Code Monkey Kickstarter.

Songs Fair-ly Used (in Order of Appearance)

• "Code Monkey"
• "See You All in Hell"
• "We Will Rock You/We Are the Champions"
• "The Whiffenpoof Song"
• "Big Bad World One"
• "Shop Vac"
• Buy them all (and more) here.

Show Notes and Links

• Drew Westphal on twitter
• Jonathan Coulton's website, and direct links to buy both songs and merch.
• The Yale Whiffenpoofs are ballers in white ties and tails.
• Six decades of Whiffenpoofs singing "The Whiffenpoof Song" at their 100th Anniversary celebration in 2009.
• Eric Carle is a national hero
• UPrinting

Drobo CEO Geoff Barrall details his company’s struggle to get AT&T to deliver on their promise of providing functioning internet and telephone service. While Drobo bends over backwards to support their customers, AT&T can’t be bothered to have its right hand work with its left to flip a switch. Is that really “just the way it is, man”?

Part 3 in an ongoing series: "Disconnecting Telecom"

Sponsors

• Symbolicons: by Jory Raphael, designer of all our new artwork. Get 40% off any icon set bundle with ESN1
• Harry's: They're improving the experience, price, convenience, and quality of shaving. Try their new Foaming Shave Gel and After Shave Lotion. Use THANKYOU at checkout for $5 off your first order.
• The Magazine Book 2: Back their Kickstarter and get some uncommonly great content to salute and bid a fond farewell to a great publication. An eBook of the first one is now free!

Guest

• Geoff Barrall founded and ran Drobo as founding CEO, left, and returned a year and a half ago. He has a university degree in cybernetics, and soft spot in his heart for 2000AD (Judge Dredd, et al). More on that bit below.

Related Episodes

• Thank You For Calling! #13: Escalation Points ("Telecom and AT&T" Part 1)
• Thank You For Calling! #14: Gesture of Goodwill ("Telecom and AT&T" Part 2)
• Giant Size Origins #14: Cigar-Smoking Baby (Geoff discussing Judge Dredd and 2000AD)

Show Notes and Links

• When Moisés saw Geoff reaching out to AT&T on Twitter to no response, Moisés inserted himself into the conversation.
• AT&T responded to Moisés as if he were the one having an issue. I guess the guy with more followers on Twitter is more important than a well-respected tech industry CEO.
• Our host heard the Drobo CEO on Mac Power Users #153 and followed Geoff. Geoff followed Moisés back.
• "I love your show," Geoff said in a DM. "Glad you're enjoying Critical Path," said Moisés. "No, I meant Giant Size." "...Wait...what?"
• This resulted in Geoff joining Antony Johnston on Giant Size Origins #14.
• Depending on how this situation develops, there might be two episodes of TYFC! next week. No matter what, there will be a followup installment of this developing story sometime soon.

Adam's Email to Drobo (Unedited and Unabridged)

Greg, 

I do not understand what I've done for you to believe that I haven't given you sufficient service. When we first met we discussed how 90 days was the standard interval for installation. I believe we were given just over a month and addressed changed. We created contracts, ordered services, cancelled services, all to help accommodate your move. We also created contracts for interim circuits to help you move in such a short timeframe. We had to get 5th level management approval to get this circuit approved as an interim solution. I understand your frustration as you need to run your business, but these issues are not coming from people not caring or lack of attention. Another Account Manager isn't going to be able to help with meeting due dates that you needed. Multiple people on your account team worked throughout the weekend to try and get the service installed. I'm not too sure what else anyone at AT&T could have done.

All the information you requested is below. Please use the link below and send me the trouble ticket number when you are done.

Adam <lastname redacted> 
Business Relationship Manager II 
Rethink Possible

Disclosure Statement

Drobo is a Founding Sponsor of this network, and continues to support our shows. That played no part in why this episode was recorded. No one at Drobo, including Geoff Barrall, suggested or influenced the planning of this episode. Geoff needed a couple of weeks of convincing.

TYFC! has addressed the topic of AT&T and regional telecom monopolies more than once on the show previously (as linked above). Situations like this are not right, and as you can hear on the show, it's gotten much worse since the beginning of the story.

TYFC! exists because I want to investigate why we keep making things unnecessarily hard for one another in a customer service context, and how we can cut through the noise, complacency, and spite. There's got to be a better way. Some episodes are fun, mini-memoirs of "the way things used to be", like an upcoming episode that features a 90-plus-year-old retired accountant, or the two-parter on video game retail. Some of them deal with the situations that make us want to scream. The next episode features two really nice people who love the work they do and the people they work to make happy.

If you, the listener, have any concerns, please send an email. I want to know that listeners trust the integrity of this and all the shows at ESN. You will get a response if you send something.

-Moisés

Dan Provost of Studio Neat talks about clean & simple solutions that his clean & simple two-man company has used for support over the last four years. Whether things were sailing smoothly or descended into momentary "fiasco," their customers have stuck with them and grown in number for very good reasons.

Sponsors

• Drobo: mass storage for the masses. Use offer code MOISES for $50 off Drobo 5D or 5N
• The Magazine Book 2: Back their Kickstarter and get some uncommonly great content to salute and bid a fond farewell to a great publication. An eBook of the first one is now free!
• Presentations: a Macsparky Field Guide by David Sparks. Leave TYFC an iTunes review and email using the contact form to win a free copy.

Show Notes and Links

• Dan is on Twitter, as is his compadre Tom Gerhardt.
• Studio Neat's website (and their Twitter feed) is where you can find all of the wonderful, clean, and cool stuff they make, including apps and a book.
• Everyone talks about the physical stuff, but it's cool that their softwar compliment the accessories they make for your stuff like stop-motion/time-lapse app Frameographer, and Slow-Fast-Slow that does s-u-p-e-r-s-l-o-w-m-o video.
• It Will Be Exhilarating is a book about making stuff, in short. It's only $5.
• Inbox Zero is a thing created by a guy named Merlin Mann. He is on the internet.
• SPOILER ALERT: Gustin Jeans mailed Dan some rivets, and that made all the difference.
• Air travel sucks, right? We did two whole shows (here and here) about how stupid and bad it is.
• The Simple Syrup Kit will be great for a nice Mojito when you need it, among other things.
• Dan wrote this really great article he didn't talk about on the show. Jerk.

Our previous episode inspired a reaction from AT&T Gigapower completely unlike everything that came before. Listen to what happened next, why Moisés thinks it went this way, and whether he'll consider switching to Time Warner or Google down the road.

Part 2 in an ongoing series: "Disconnecting Telecom"

Sponsors

• Drobo: mass storage for the masses. Use offer code MOISES for $50 off Drobo 5D or 5N
• Visit our Founding Sponsors as well as our Current Sponsors as a way of saying thanks for their continued support of ESN. Episodes like this one are brought to you with limited or no commercial interruption thanks to all of them.

Show Notes and Links

• This episode will not make sense unless you've listened to TYFC 13. Promise.

A case study of the cable/broadband industry's customer service tactics, from the recent spate of Comcast recorded calls to our host's first-hand experience with new kid on the block: AT&T GigaPower.

Ever been signed up for a contract without your consent and then been told "no, I'm like...they read you those disclosures?"

It would be great if this show resulted in AT&T calling me back, making good on promised credits, or making sure their service would stop going out at random intervals.

Part 1 in an ongoing series: "Disconnecting Telecom"

Sponsors

• NEED: Place an order and send an email to hello@neededition.com mentioning ESN in some way to get 25% off your next order and extras freebies sent your way in the meantime.

• Harry's: they're already disrupting the shaving industry by offering a much better shaving experience at a much better price. Use promo code THANKYOU for $5 off.

Show Notes and Links

• This episode of the show was already in the works before the "Ryan and Veronica" call melted down the internet, or the "Tim Davis" one took Reddit by storm. They provide an excellent lead-in to my own GigaPower experience.
• Ryan Block and Veronice Belmont's
• The Verge article on Comcast's customer service and cancellation call flows.
• The almost-lost episode of Giant Size with Merlin Mann, Rich Stevens, and co-host John Gholson.

Tiffany Arment joins Moisés to talk about wedding photography. Whether suffering the basement of a church or guests determined to make it look like prom in 1982, make sure at all times to ignore Uncle Morty.

Photo credit: some guy named Marco

Sponsored by

• Harry's: they're already disrupting the shaving industry by offering a much better shaving experience at a much better value. Use promo code THANKYOU for $5 off.

• Drobo: mass storage for the masses. Use offer code MOISES for $50 off Drobo 5D or 5N

Guest 

• Tiffany Arment is "tiffanyarment" all over the internet: .com, on Twitter, on Instagram, and so on.

Show Notes and Links

• The post-show we recorded (mostly about theatre) ran so long that it is still in post. As in "ran longer than the "actual" show. It's a good listen, promise. When it's up, it'll be "Extra #10".
• Tiffany's assistant photographer (also husband, turns out) Marco recently tried his hand at programming an "app" for listening to "podcasts". Over half of ESN listeners now use it, based on our stats.

An all-star panel of Apple techs discuss dealing with customers who have broken iThings.

EXCLUSIVE SPONSOR

• Backblaze: back that Mac up for only $5 a month (less if you sign up for longer). Whatever kind of computer you’re using, make sure you’re backing it up. Think about what you spent on coffee this month. Is your data worth the $5 you probably spent on just two trips (or just one) to the coffee shop? Take the advice of our panel and set up Backblaze for yourself or a family member (or both) today.

PANELISTS

• Joe Saponare works for PsiMac and is one third of the Cmd-Ctrl-pwr (Command Control Power) podcast along with Sam.
• Sam Valencia works for HCS and is also a third of the Cmd-Ctrl-pwr podcast.
• Stephen Hackett writes 512 Pixels and was previously a third of The Prompt (RIP OMG). Keep your eyes peeled for what the Prompters have going next. He has a self-published eBook called Bartending: Memoirs of an Apple Genius. It’s only $1.99, so just buy it.
• Peter Cohen writes for iMore and can be found at iCape Solutions every weekend. He’s a big fan of bacon done the right way.

Christina Warren and Casey Liss return to discuss video game retail and all it entailed: sexual harassment, death threats, Pokémon cards, babysitting kids, "quick change", and the loss of camaraderie and caring over the last 15 years. Part 2 of 2

Pictured: NOT Casey Liss, but close. Adam from the FuncoLand training video.

An "extended cut" combination of both episodes will appear in the Master Feed (iTunes) as "Trouble in Pikachu City". Let us know if you like that sort of thing.

SPONSORS

• Transporter: personal cloud storage that lives in your house. Use offer code ESN10 to get 10% off any Transporter model at FileTransporter.com

PANELISTS

• Christina Warren is the Senior Tech Analyst at Mashable. She's also a big-time film nerd. Big. Time.
• Casey Liss writes software and is one-third of Accidental Tech Podcast (ATP if you're nasty).

SHOW NOTES

• Part 1, "The Summer of '99"
• Funcoland commercial "Back in Five Minutes" was the bane of many's existence because a) it encouraged dropping kids off, b) minors could not sell back items, c) no one got a check or cash equivalent for trade-ins, and d) no kids were ever allowed to have that much fun in the store. Where did they think they were, FuncoLand???
• Pokémon cards are the devil, and Redemption (which is still around!) fought the devil and all the "Satanic" other CCGs of the 90's.
• Not only is Redemption still around, but they have "Women Booster packs" and a 2008 expansion set called Rock of Ages.
• Casey inaugurates "Shrinkwrapping, shelving, helping customers on the floor, or ringing in customers?" as the new "F/M/K"
• Keymaster/Gatekeeper
• Consumerist is a great site filled with loads of customer service horror stories alongside some of the best-ever reporting on consumer advocacy issues.
• Quick change scams are mean, awful things to do.
• Superman 64 is still 100% awful.
• Intelligent Qube is a great, tragically forgotten puzzle game for the PlayStation worth saving life good scotch. Chu Chu Rocket too.
• Syphon Filter really wanted to be Metal Gear Solid.
• People often forget the N64 had a bunch of really great games like Wave Race 64 and Banjo Kazooie.
• Resident Evil 2 and Code: Veronica were an obsession for many. Both games would be sold back and re-bought in Moisés' store repeatedly.
• Earthbound, part of the Mother series in Japan, still has an enormous cult following (including creator Shigesato Itoi) that drove its being made available on the Wii U eShop and the digital release of the classic Nintendo Strategy Guide.
• A combo GameCube/PS1/PS2/XBox controller to USB adapter. An yes, this makes it possible to use a Wavebird or two.
• A two-port N64 controller to USB adapter.
• You can still find loads of original vintage-plug controllers, but USB "alike" variants are all over too.

Christina Warren and Casey Liss join Moisés to relive their mutual past in video game retail. Back in the days of VMUs, GD-ROMs, Product Protection Plans, and pre-internet consoles, it was the Wild West. Part 1 of 2

Pictured: FuncoLand #23 in Mesquite, TX.

"The Society of the Shrinked Wrap" will return in Part 2, "The Key Holder" (Thank You For Calling! #10).

An "extended cut" combination of both episodes will appear in the Master Feed (iTunes) as "Trouble in Pikachu City". Let us know if you like that sort of thing.

SPONSORS

• Hover: get 10% your purchase when signing up at Hover.com using offer code GLENGARRY
• Drobo: mass storage for the masses. Use offer code MOISES for $50 off Drobo 5D or 5N
• Igloo: an intranet you'll actually like and use. Visit the link to learn more and support the show. It's free for up to 10 users!

PANELISTS

• Christina Warren is the Senior Tech Analyst at Mashable. She's also a big-time film nerd. Big. Time.
• Casey Liss writes software and is one-third of Accidental Tech Podcast (ATP if you're nasty).

SHOW NOTES

• Moisés sings an acapella, truncated version of his new take on a Bionic theme song at the end of Bionic 94.
• Even for novelty value, the Virtual Boy, CD-i, and Jaguar aren't worth it. Well, maybe the Jaguar edition of Aliens vs. Predator.
• Babbage's, Electronics Boutique, and FuncoLand used to exist, I swear. Now there is only Zuul (Gamestop).
• Charles Babbage
• Babbage's has no Wikipedia page, so here's a great Ars Technica piece about the chain.
• Want to know FuncoLand? Learn the G.A.M.E.S. process before proceeding (part 1 and part 2). Moisés remembers this hilarious ripoff of Tron or Captain N: The Game Master or (probably) both vivdly...from his nightmares.
• This guy is an example of the sort of EB employee Moisés used to hate and still does. The Christina-type were always awesome. ThisGuy-type were the worst, even though he points out some of the FuncoLand-patented sales tactics and procedures.
• The Funcoland uniform was those green polo shirts and khakis you see in the video. If you came to work in jeans three times, you could actually be fired.
• This is "FuncoLand #23", where Moisés worked for most of his high school years. It has since become "GameStop #543".
• If you didn't experience the Dreamcast, you haven't lived. It won't die.
• The Neo Geo Pocket Color was a great idea, horrendously mis-marketed and had very little worthwhile software.
• Fingerboards were the bomb diggity, bro! Check these STUNTZ MOVEZ. and practice your movez anywhere!
• Seriously, Power Stone (and Power Stone 2) and Ecco: Tides of Time and Chu Chu Rocket and Crazy Taxi and Shenmue and...lots of Dreamcast games are really great, but forgotten.
• A fun story about Dreamcast launch, which involves a creepy guy in a van.
• Final Fantasy VIII had a Collectible Card Game (CCG) called Triple Triad built into the game, and yes, they actually made physical cards. There is a Flash adaptation of the game!
• Superman 64 was bad. Very, very bad.
• Star Wars: Episode One RACER was an awful game.

Aaron Meyers from Comics Therapy discusses productive, positive lessons to learn from the Comics For Kids controversy about how (and how not to) run a non-profit. Part 2 of 2

Exclusive Sponsor

• Backblaze: unlimited, secure, online back up your computer for just $5/month. Visit this link to support the show and learn more.

Guest

• Aaron Meyers is half of the podcast Comics Therapy. He likes ROM Spaceknight.

Related Episode

• Thank You For Calling! 7: Best of Intentions (Part 1)

Show Notes and Links

• Since the recording of the first installment of this series, Comics For Kids founder Michael Whitehead has continued to aggressively confront critics, use questionable language and tactics, and pivoted to running a "comics & boobs" hashtag campaign on his personal Twitter feed, which has intermittently disappeared completely.
• Michael Whitehead has since apologized to Aaron and his co-host Andrea using a Twitter feed he has since deleted. Three one-star reviews of Comics Therapy, made by Whitehead's followers, remain on iTunes as of this posting. They are the only non-five-star reviews of Comics Therapy in iTunes.
• Articles at Bleeding Cool and The Outhousers (odd name) about the controversy, for reference.
• Giant Size co-host John Gholson called in on Comics Therapy episode 43.

Following an online firestorm (see Bleeding Cool and The Outhousers) surrounding Mississippi-based Non-Profit Organization Comics 4 Kids, Moisés speaks with founder Michael Whitehead about its origins, his choices, and digging oneself into a deeper hole. Part 1 of 2

In the next episode, we hear from the podcasters behind Comics Therapy, both of whom directly engaged Michael over appearances of impropriety, bullying language, and the reasons, in his words, that eventually "Mark Waid called [him] an asshole".

SPONSORS

• Hover: get 10% your purchase when signing up at Hover.com using offer code TRANSFERYOU
• Transporter: personal cloud storage that lives in your house. Use offer code ESN10 to get 10% off any Transporter model at FileTransporter.com

GUESTS

• Michael Whitehead has worked in sales most of his professional career, including a long stint with Palm Harbor Homes. He has also worked in the relatively new field of credit repair. He is now actively seeking the means of transitioning the work he has done as Comics 4 Kids from NPO to For-Profit status. The Comics 4 Kids Twitter feed has been made private since this recording. To his credit, he agreed to this interview without asking the name of the show, my name, or much of anything.
• Andrea Shockling is half of the podcast Comics Therapy, to which Michael directed his followers to leave negative iTunes reviews in retaliation for what he perceived as an attack and direct accusation of fraud. Michael has since publicly apologized to Andrea and her co-host Aaron, but we will hear more about that and other developments in "Part 2".

SHOW NOTES

• Articles at Bleeding Cool and The Outhousers (odd name) about the controversy, for reference.
• Amanda Palmer's TED Talk.
• The massively successful Reading Rainbow Kickstarter.
• Giant Size co-host John Gholson called in on Comics Therapy episode 43.

Moisés found out a month ago that he needed to buy a house because his lease wasn't being renewed. His Realtor, Eric Johnston, talks about his career in real state over the last 12 years in markets that went from boom to bust and back again. What makes the biggest difference in real estate and sales in general: luck, soft skills, or a little of both?

SPONSORS

• Transporter: personal cloud storage that lives in your house. Use offer code ESN10 to get 10% off any Transporter model at FileTransporter.com
• Smile: Visit smilesoftware.com/shadow for details and a brief video introduction to the PDFpen Family.

SHOWNOTES

• Eric Johnston is a great Realtor, has loads of useful certifications, and donates food to the Food Pantry or Pet Shelter of your choice and in your name upon closing.
• He gave out his number on the air, so call him at 512.516.0575 if you need anything real estate in Austin, TX.

Our MacWorld Expo Special delves into the origins of an online backup service's customer service & support infrastructure, from passing around a GMail account to helping people feel less powerless and/or vulnerable.

Excuse the echo. Press rooms are great but often awful for acoustics.

SPONSORS

• Squarespace: everything you need to get started making a website. Visit the link and use the offer code mentioned in the show (part of the show's name) for 10% off
• Igloo: an intranet you'll actually like and use. Visit the link to learn more and support the show. It's free for up to 10 users!

PANELISTS

• Gleb Budman, CEO/co-founder
• Ken Manjang
• Nathan Wieneke
• Yev Pusin, Social Media Magician

SHOWNOTES

• Backblaze does online backup. If you don't really back up your data, get with the program and do it somehow, somewhere.
• Gleb wrote a great piece for TheNextWeb about how many co-founders you need (and how Backblaze got five).
• Ain't Nathan handsome?
• The Backblaze blog is one of those "brand" blogs that actually posts worthwhile stuff, like clips of Chief O'Brien from Star Trek: DS9 talking about the importance of backup.
• Yev once made a formal request to the NSA to provide him with a copy of all his data they had a copy of. SPOILER ALERT: They said no!

A candid, behind-the-scenes look at ComiXology's customer support story, from the early days to being the top-grossing non-game app on iOS.

From taking empathy notes from Road House ("be nice") to handling server-crushing traffic to taking proactive steps along the way, you don't have to care about comics to enjoy and appreciate the ComiXology story.

SPONSORS

• Squarespace: everything you need to get started making a website. Use the offer code mentioned in the show (part of the show's name) for 10% off
• Transporter: personal cloud storage that lives in your house. Use offer code ESN75 (through end of March 2014) to get Transporter Sync for $75 at FileTransporter.com

PANELISTS

• David Steinberger, CEO/co-founder
• John D. Roberts, co-founder
• Chip Mosher, VP Communications & Marketing
• Matt Kolowski, Customer Service Manager

SHOWNOTES

• If you haven't seen Road House, go watch it (Netflix/iTunes/Amazon), and learn the "three simple rules: One, never underestimate your opponent. Expect the unexpected. Two, take it outside. Never start anything inside the bar unless it's absolutely necessary. And three, be nice."
• ComiXology has a website, an iOS app, and an Android app.
• All four guests are on twitter: David Steinberger does a lot of the talking like a literal boss, John D. Roberts was made sad by insults about his widget, Chip Mosher is the man with all the stats, and poor ol' Matt Kolowski is still having nightmares.
• Marvel 700 worked well after some constructive, soul-crushing learning.
• ComiXology issued a voluntary password reset for all customers recently due to a "non-critical" breach.
• ComiXology has to balance customer relations with partner relationships, allowing the right partner to respond to the issues they own, regardless of how frustrating something might be. In this respect, they've managed to walk a fine line like Balanchine dancers.
• Seriously, pain don't hurt.

Are we stuck in a breadline in Kiev back in '78, waiting for shitty vouchers for shitty airlines, or could we eventually see Our Own Fuckin' Airline? #Superplane

Panelists: John Roderick, Jim Dalrymple, Lex Friedman, Brent Billings
Special Guest Star: Majel Barrett Roddenberry

SPONSORS

• Transporter: personal cloud storage that lives in your house. Use offer code ESN75 (through end of March 2014) to get Transporter Sync for $75 at FileTransporter.com
• Smile: Visit smilesoftware.com/calling for details and a brief video introduction to TextExpander.
• Delta's In-Flight Trivia Game
• Igloo: try an intranet that you'll actually like using. It's free for up to ten users, and affordable beyond that. Click here to support the show, and sign up for their free SXSW event on 3/12 from 3:30-6:30pm

SHOWNOTES

• Brent Billings survived the airline industry and now does photography and design.
• John Roderick makes music with The Long Winters, and shares custody of Roderick on the Line (a show about The Beatles and Hitler) with Merlin Mann. Watch your ass, 6F. He's coming for you.
• Jim Dalrymple runs The Loop, The Loop Magazine, and hosts Amplified.
• Lex Friedman is EVP of Sales and Development for The Mid Roll, and co-hosts Not Playing with MacWorld's Dan Moren. Give us this day (Y)our Daily Lex.

Subscribe to Thank You For Calling (iTunes/RSS)
Subscribe to the ESN Master Feed (iTunes/RSS)

Panelists: John Roderick, Jim Dalrymple, Lex Friedman, Brent Billings

Subscribe to Thank You For Calling (iTunes/RSS)
Subscribe to the ESN Master Feed (iTunes/RSS)

• Brent Billings survived the airline industry and now does photography and design.
• John Roderick makes music with The Long Winters, and shares custody of Roderick on the Line with Merlin Mann. Watch yourself, he might be elected Senator someday. #Supertrain
• Jim Dalrymple runs The Loop, The Loop Magazine, and hosts Amplified.
• Lex Friedman is EVP of Sales and Development for The Mid Roll, and co-hosts Not Playing with MacWorld's Dan Moren. Give us this day (Y)our Daily Lex.

SPONSORS

• Smile: Visit smilesoftware.com/calling for details and a brief video introduction to TextExpander.
• Squarespace: everything you need to get started making a website. Use the offer code mentioned in the show (part of the show's title) for 10% off
• (Not) United Airlines
• Hover: get 10% your purchase when signing up at Hover.com using offer code MAKEITSO

Brent Simmons talks about his unexpected $1850 bill from Network Solutions, the process of divorcing his domains from a longtime home, and supporting customers as an indie developer.

Sponsors

• Squarespace: everything you need to get started making a website. Use this link and code THANKYOU for 10% off
• Smile: to support the show, learn more at this link and get TextExpander and TextExpander Touch in the App Store.
• Hover: get 10% off your first purchase using offer code BLADERUNNER

(The Network's First-Ever) Guest

• Brent Simmons (Twitter) writes a super-inessential blog and is 1/3 of the team at Q-Branch, who make a neat app called Vesper.

Show Notes and Links

• Fun fact: this is the first-ever show recorded for ESN. Cherish it. Forgive it its flaws (which are all on the host).
• Brent Simmons and his wife Sheila created NetNewsWire, which still exists and is now owned by the good people at Black Pixel. 
• Brent's series of blog posts cover his entire ordeal, from inception and first update through the 1st, 2nd, 3rd, 6th, 7th, 8th, and 10th days' updates.
• Wil Shipley wrote a great article about app ratings and customer interaction for Jim Dalrymple's The Loop Magazine. Jim posted it as a free-to-read.