Pulumi's approach to reducing error rates involves a meticulous process of reading every error message generated by their API, which has led to a 17-fold year-over-year reduction in errors. This strategy challenges the conventional reliance on aggregate error views and sophisticated observability tools, advocating instead for direct engagement with error messages to enhance system reliability. By prioritizing the review of 5XX errors within a Slack channel, Pulumi ensures that each error is promptly addressed by the on-call engineer, promoting a culture of accountability and continuous improvement. The underlying principle is that as API traffic increases, the error rate must decrease to maintain operational efficiency within the fixed capacity of on-call resources. This process not only improves system reliability but also fosters a deeper understanding of user experience and product development needs, as the team becomes more attuned to customer requirements and potential scaling challenges. Despite its limitations at massive scales, such as Google's, Pulumi's strategy underscores the importance of tailoring processes to the current scale of operations, allowing for a high-performance culture focused on customer satisfaction and proactive problem-solving.