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Today marks 4 years at Square. It is absolutely wild to think it's been that long and that this company took a bet on me back then. I often get asked why I'm still here. There are a lot of reasons. But it comes back to our sellers. Here's a story from this year that sums it up...
First some context. I give my personal phone number to a small group of sellers. I tell them they can reach out about anything. It's usually related to tech support (which is fine). But sometimes it's more. And that's when it gets interesting.
One is a noodle shop up in Oregon. I was actually on their first call with a sales person and we stayed in contact ever since. They make incredible ramen and always had a great lunch rush with the business crowd. Then COVID hit...
The owner texted me Saturday morning.
"Can you talk?"
I called him back while making pancakes for my kids.
"Can you talk?"
I called him back while making pancakes for my kids.
He had just received the notice that indoor dining was going to shut down. He had delivery services but knew his margins couldn't rely on them — he needed to offer pickup. But he didn't know how and asked for recommendations.
I asked whether he knew about Square Online...
I asked whether he knew about Square Online...
He did not. I asked if he was at his computer. He was. I showed him where to find it on his dashboard. Before I could explain how to set it up, he said "oh damn!" and hung up the phone.
I had burning pancakes so decided to leave it at that.
I had burning pancakes so decided to leave it at that.
That afternoon, he texted me a link with the words "check this out".
It was his new online ordering site!
I clicked around with the joy of discovering a new game. He even had gorgeous photography to go with his main items (using his phone).
It was his new online ordering site!
I clicked around with the joy of discovering a new game. He even had gorgeous photography to go with his main items (using his phone).
The next week, he texted me again.
"Can you talk?"
Oh no...I called him back worried what had happened.
"Can you talk?"
Oh no...I called him back worried what had happened.
He wanted to tell me about the week. He pivoted his entire business to online pickup. He made payroll for all his staff. And he made more sales than the prior week. Then he said those magical words.
"Thank you"
"Thank you"
For anyone who has ever worked on a product they truly care about, those words mean everything. In this instance, I didn't work on Square Online. But before I could interject, he kept going...
"...thank you for always being there. For listening to our problems. For supporting our needs. I hope I can finally give you that bowl of ramen I promised when we first talked and all this nonsense is over. You like tsukemen, right?"
I didn't know how to respond.
I didn't know how to respond.
So that's why I love working at Square. That's why I've worked so hard the past 4 years. And why I will continue to pour my heart into this company.
Small businesses are perfect.
Small businesses are perfect.
