I'm on a beach in Albania when my Telegram bot pings me: a coaching client just finished her onboarding. The intake form's been filled out (including the usually-skipped long questions), she's received her welcome email with access to her portal, and I get a preview of it all in the notification.
Only issue: it called her by her last name. I'm usually on a first-name basis. The whole thing must've read like a letter from the tax office (and it's tax season in France).
Customer experience matters; how a customer feels when using your product or service matters. She'd been diligent about her answers in the form, and my system responded by getting her name wrong.
Launched Claude Code via remote control on my phone, fighting the glare from the Mediterranean sun, and shipped a fix within 15 min.
She booked her first session ninety minutes later.
My client had clicked buttons in an order nobody had until now, and that I (even frontier model-assisted) had not accounted for. Every product has edge cases. They need fixing when they put the experience, or the business, at risk.
People look at me strange when I tell them I've updated my website from my phone on my way to pick up my kids. It's mindblowing how low the barrier to ship from anywhere really is. Even from my beach towel in Albania.
15 minutes. That's it. Vite fait, bien fait.
And I never even opened my laptop to ship the fix.
