[_xhok]

It's interesting that what pg writes in this essay is implicit in the word scale. If you think about what it means to scale, it means your level of automation grows as your number of users grows. If you don't have many users, it doesn't make sense to automate too much.

[genn843]

It's not about whether it makes sense to automate or not... it is about how vital for a young startup it is to do things that a big company wouldn't do (hence cannot scale) to make the client feel special: e.g. sending the client a hand-written note from the CEO. The article is really great and I think it really makes the point that such seemingly unnecessary actions can make the difference. Great read!