SchnitzelConf Panel 3
by Dan Taylor
1. Panel Discussion 3 Growth
1.1. Geoffrey Grosenbach Seattle, WA
1.2. Tobias Lütke Ottawa, ON
1.2.1. We tried every software on the market
1.2.1.1. customers that use the software, really like it
1.2.2. Communicating vision
1.2.2.1. develop a strong distortion of reality
1.2.2.2. you can't really plan for more than 6 months in advance, anything else is guessing.
1.2.3. I did all the customer support for the first few years
1.2.3.1. built out a team of Shopify guru's
1.2.3.2. mitigating support
1.2.3.3. you learn about opportunities for you business by listening to your customers.
1.2.4. Think big
1.2.4.1. startup put up a contest award of $100k
1.2.4.1.1. massive success
1.2.4.1.2. ROI achieved before contest was over
1.3. Peldi Guilizzoni Bologna, IT
1.3.1. We're not that big that we have conflicting visions
1.3.1.1. hired people I was in sync with
1.3.1.2. the vision is still the name
1.3.1.2.1. a little too much still in my head
1.3.1.2.2. based on customer feedback
1.3.1.2.3. a give and take between what I want to do, and what people want to do with the ap.
1.3.2. It's stayed the same.
1.3.2.1. building tutorials
1.3.2.2. I'm a bit slower replying than i would like
1.3.3. Team building
1.3.3.1. outcome was far better than I could have imagined.
1.3.3.2. we became a single unit
1.4. Adii Rockstar Capetown, SA
1.4.1. Allow people to make better websites - cheaper
1.4.1.1. listen to the customers
1.4.1.2. Semi-doing what they want
1.4.1.3. Learned to slow down a little
1.4.1.3.1. keep the team small
1.4.1.3.2. woo on the slopes
1.4.2. If we have to add someone to the team to achieve goals, then yes - larger is better
1.4.2.1. if that means 100 people working on the team
1.4.2.1.1. as long as it doesn't compromise my lifestyle, then by all means...
1.4.3. I've become more obsessed with email
1.4.3.1. as long as we can get to a specific user ASAP, things are still fine
1.4.3.2. start email at the top
1.4.3.2.1. answering an email quickly is a win
1.4.3.2.2. the guy who sent an email 12 hours ago, won't mind waiting another 2 hrs.
1.4.3.3. Read "Delivering Happiness"
1.4.4. Don't try and be something that you're not
1.4.4.1. embrace the difference
1.5. Tom Preston-Werner San Francisco, CA
1.5.1. The company becomes the compelling idea
1.5.1.1. We sit in campfire alot
1.5.1.1.1. we talk so much, that the vision becomes shared.
1.5.2. Not yet decided
1.5.2.1. but we shouldn't have to in the beginning
1.5.2.2. we believe that everyone who uses the product will be better off for it
1.5.2.3. It's good to be restrained in hiring
1.5.2.3.1. we will wait until 4 months after we need someone until we hire them
1.5.2.3.2. someone that is going to be idle is toxic to a company
1.5.2.4. you shouldn't have to decide immediately
1.5.3. It's absolutely changed
1.5.3.1. early days, Tom and Chris would handle support
1.5.3.1.1. a tidal wave of unclosed tickets.
1.5.3.2. hired a full time support person to handle Tender
1.5.3.2.1. employee#2 - 5th team member
1.5.3.3. fast response time is key
1.5.3.3.1. twitter
1.5.4. Team
1.5.4.1. you spend so much time with these people, if you can foster an environment that's fun and productive, you've won.
1.5.4.2. Don't be afraid to say you're small
1.5.4.3. You're in a position to provide individual attention and support
1.5.5. Take your weaknesses and turn them into selling points
1.5.5.1. we're only 2 people, and that makes us special
1.5.5.2. we're from this obscure place, that makes us special
1.5.6. Don't forget the global market
1.5.6.1. don't forget about the rest of the world outside your homeland/continent
1.6. Questions
1.6.1. As size grows, how have you kept your vision alive?
1.6.2. How large do you want to grow?
1.6.3. What's changed in regards to your customer interaction since your product has become popular?