Hard choices for great support, Steve Bujouves - Ex VP support freshbooks

Do you as founders believe that your customers value having a good support experience and that this will matter to your business? And are you, are you really willing to stand by that when you're tested? Because every, every single person will say yeah for sure, of course support matters. Like who's going to argue against that? And then when you're tested on it, that's really where it becomes like, is this true or not? So for us, like testing on it, man, like, hey, would you delay launching a product by two weeks because the support experience is bad and a lot of people at that point are like we really need to get this launched. It's already delayed. Or will you take a developer off of another project to make sure that this team's support experience is good? Or would you refund a customer that messed their own thing up, a big refund because they made a mistake? Like are you willing to make those hard choices.