After seeing several colleagues get booted off popular SaaS products with no explanation or recourse to appeal the decision (including experiencing it myself when MailChimp shut down one of my years old accounts with no explanation), I will publicly vow the following:

(1/4)

I will never let my startup get so big that customers cannot talk to a human in our company if there is a problem. I would rather 1,000 customer who can still get to talk to me in person than 1,000,000 customers who have decisions about their accounts left to an AI bot.

(2/4)

Customer who face account shut down (and there have been a few cases) will *always* have the ability to appeal to set out their case to someone who will listen. We will reverse our decisions if we have made a mistake.

(3/4)

Let this thread be left on Twitter as a way to hold me accountable to that promise in the future, while I still have the power to sway decisions in my startup, if I should ever lose my way on this entrepreneurial journey.

(4/4)