Lane Shackleton: belief

Transcript context

…The other thing I wanted to mention, you talked about the product and how a lot of customers don't care about the product, they just care about just I need this thing done. It reminds me at Airbnb, we hired this guy, Chip Connolly, who was a hotelier. He created the Joie de Vivre hotel chain and just is steeped in hospitality. And he came to Airbnb and started doing this worldwide tour talking to hosts. And he's just like, "Guys, when you talk about product, you're telling hosts, 'Hey, the product's going to be updated. We're going to launch all these features. ', they think their home is the product of Airbnb. They don't understand what you're talking about when you're talking about the online experience and the website. That's the last thing they think about. It's the experience of someone traveling on Airbnb and staying in their home." So I think it's a really good reminder of most people don't care about the product. They just have this problem and you just happen to be this website that'll help them solve it. I think most people can be way more concise with their communication. Even internally, people don't care. You should assume that people don't care. Or if you're talking to customers, writing a blog post for customers, you should assume that they don't care. When you start with that assumption, you really force yourself to be a little bit sharper in your communication style. And one final question before we get to our very exciting lightning round. I heard a story that at Coda there's this moment called Tim Ferriss Day that drove a lot of traffic. Can you share that story? Does that ring a bell?…

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