… received an email from a newsletter subscriber.

She asked: “Would whoever receives this email please forward my question to Mr. Katz?”

Whoever receives this? Who am I, Bezos?

But it reflects an implicit assumption about the email we receive from companies: There’s nobody “back there” that you can get a hold of.

Which is why when you respond quickly and personally, you further distance yourself from your larger competitors.

(I forwarded her email to myself first, just to add a layer of bureaucracy between me and the outside world.)