On my million-dollars project (now 10 employees) I hired someone for the support. She wasn’t in the startup ecosystem. What she was most surprised of / had to train most for was our requirement of benevolence: Always help the customer, even when it’s not in our scope.

She thinks I’m a superboss, but I keep repeating her: We have to be nice to customers, we also have to give benefits to employees, otherwise both would leave us. It’s not a choice, it’s market pressure.