Tobi Lütke

And I'm like, well, I have to figure out a way to be more connected.

I actually haven't done this in a few years now, but until a few years ago, I did actually

an afternoon in customer support, just like maybe once a quarter, once a half year or so.

And it was always very good for me, just a very humbling experience to actually help people, especially at their vulnerable time when they're confused.

They call for a reason.

They call because something is really important happening and they need help.

I don't know.

You need empathy for the people using the software.

And I don't know if I... I just came back to doing it this way.

Here's my strongest belief.

I was cringed a little bit when people say like, people have like clearly a bit of, I hear this a lot when people say,

I don't know computers or not technical or so.

Well, no one's supposed to be technical.

The whole thing that people have to be technical to use technology is because of skills issues of people like me.

It's completely unfair.

And you don't have to be technical to use a television.

You have to turn it on and you go to a channel.

So that's the engineers and product designers doing a good job with a medium.

Like, if we were better, no one would ever feel like they can't figure out something.

Like, computers don't get to make people feel dumb.