Face-to-face builds irreplaceable trust

Being in person is so valuable when you are working with some external party, just going there for a few days and spending time with them, maybe going out for dinner. You build so much more trust than if you're trying to close a customer over Zoom.

It's really easy to flame. Angry emails are easy. Sitting three feet from someone and being angry with them face-to-face is hard.

This refers to Jeff Bezos choosing to respond kindly when Ethan sat next to him at a meeting, despite being angry about a recent system failure.

When faced with, I can either start ranting at this person who reports to me, or I can say something nice, he chose to say something nice, and that rebuilt our relationship.