Lenny Rachitsky: belief

Transcript context

…Yeah. I mean, I think we both mentioned it in here, but we have this concept in Reforge that we teach around calling it good friction. And I think a lot of people are taught to always reduce, reduce, reduce friction. But actually oftentimes, the right thing to do is to add the right amount of friction to create those experiences and those right engagement metrics down funnel. It's all the incentives internally are not aligned to doing that. Because almost every time you add good friction in a product, in the very short window it's like conversion will go down and stuff, and you have to wait for those down funnel things to propagate. But people love quick wins. People love looking at those short-term metric boosts and are often rewarded and applauded for it. And so I think those types of things are actually hard to implement and even advocate for inside of organizations and products. And I think that's why you tend to see these things get chipped away at over time. I think an example of that is how you actually, at Reforge, I noticed, you turn away a lot of people. There's tons of applications and you've just learned, here's who is going to have a good time. And we'll reject anyone that ... even though they're so excited about joining Reforge, they're going to have so many ... people are going to join, you're going to make all this money. But you just know they're going to have bad time, they're going to have bad reviews, it's going to create bad word of mouth. And so I think, to me, that's a really good example of that in action. Yeah.…

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