The text discusses how checklists can be used to improve customer support at startups. It highlights the importance of consistency and attention to detail in handling customer interactions, citing examples from fields like medicine where checklists have proven effective in preventing errors. The article provides a 6-point checklist for improving customer service, covering essential steps such as understanding the question, knowing which products the user uses, re-reading responses, tagging conversations with categories and teams, answering or asking follow-up questions, and making customers smile by injecting positivity into the conversation. By following these checklists, support teams can focus on providing quality interactions, building robust customer relationships, and boosting overall customer satisfaction.