3 feb 2021
Risposta di Twistle
5yWe're sorry that you didn't enjoy your experience at Twistle but appreciate your feedback and take it seriously. While it is always hard to see teammates leave, we believe it is most important to be fair to everyone - fair to a teammate that may not be a good fit by giving them clear feedback and a path to improve, and also fair to the rest of the team. When it's clear that corrective actions won't drive the needed change we don't want to prolonging a situation that can hurt morale. And while we've focused on improving our interviewing process to reduce the number of people that leave Twistle, our attrition rate is in line with similar companies at our stage and size. When someone does leave, we assure the rest of the team that this person was treated fairly and given coaching on opportunities to improve performance, while also respecting privacy.
Twistle is growing quickly, and that means communication does become harder than when we were just 20 employees. We are aware of those challenges, and are working hard to be more efficient in how we communicate, using all available tools and developing guidelines for when and how to conduct meetings. We are being careful, as we also don't want to create the opposite problem of people not being aware enough of important company information, so this work is ongoing but we are making progress.
With respect to customer notifications, during the fourth quarter of 2020, we implemented a customer communications system that now alerts customers ahead of time of all platform changes, along with release notes, and we've also added substantially to our delivery and success teams to ensure all of our customers are getting the attention they need throughout their entire Twistle journey.