Lenny Rachitsky: belief

Transcript context

…al value. I don't a couple hundred time zones. I grew up in Canada. Newfoundland has its own time zone, which is offset by half an hour. The population of Newfoundland has about half a million people. Not that many people go to visit Newfoundland, maybe a million people in all of history so like a million and a half out of 8 billion people. And there's Newfoundland, the same with China time, which is like 25% of the world's population in this. Anyway, that was a little bit longer than I intended to go on this example, but it's crazy because no one's going to switch to Gmail or to G Suite, Google Calendar from Outlook Exchange because the time zone picker is good, so maybe in some sense it doesn't matter, but at the same time there's a real value in delighting customers and there's an emotional connection that they form or don't form. And in some cases that could be really positive like they would recommend it. And when they switch companies or decide to start their own company, they're going to choose to use this product or advocate for it because of that emotional connection and vice versa. They'll also be like, "I hate this thing that drives me bananas. I really think we should stop using it," or advocate for the alternative. And I think people just don't appreciate or come back to those things often enough. And then there's this category of really essential parts of the app again like account creation, sign up, forgot password, things like that, that for most organizations very infrequently get a lot of love and iteration and improvement despite the fact that the quality bar has gone up across the board and continually goes up. Let's go down that rabbit hole a little bit more around delight and craft. Slack was famous for being one of the early, let's say consumerized B2B SaaS products. Slack leaned into delight and experience and craft and a great experience. And you just as a product leader, I'd say are known as very taste forward, very craft oriented leader, which is pretty rare and I think continues to be rare. So there's a few things I want to talk about here. One is taste. I heard at a talk, you gave a talk on taste and you have a really unique perspective on just what taste is, what product taste looks like. Can you share that? There is a lot of you going back to the utility curves again, people who are obsessed with this one little thing and keep on adding more and more detailed improvements beyond the point where it makes much of a difference. But I guess a couple of things about taste. So one is can you learn to develop it? I think so because the word literally comes from experiencing food and putting stuff in your mouth. And can people become better chefs with training? Yes, absolutely. Undoubtedly, some people have a natural advantage and are born with this ability to make discernments that are difficult for other people to make and stuff like that. But you can definitely practice and you can definitely get better. The second thing I'd say is you can create a real advantage for yourself, for your product, for your company by leaning into it because most people don't have good taste and don't invest. You're probably familiar with, again, Jeff Bezos line, your margin is my opportunity and pretty obvious what he meant by that. I would tell the story at Slack over and over again. It actually made it part of the new hire welcome. I'm in Vancouver at our Vancouver office and I'm going for a walk with Brandon Velestuk who's our, at the time creative director for product development, I think that was his title. And we're in the Yaletown neighborhood in Vancouver so there's really narrow sidewalks because it used to be a warehouse district and now it's fancy restaurants and nail salons and boutiques and stuff. And as it does in Vancouver, it starts to rain. We don't have umbrellas. We're walking back to the office and most people have umbrellas and we're on these narrow sidewalks with people coming towards us with umbrellas. We noticed how few people would move their umbrella out of the way. And of course, the other person, their umbrella, the pokey bits are exactly at eye level for people walking towards them. We would get forced off the sidewalk or having to duck down or whatever. It became a game like we were guessing is this person going to tilt their umbrella out of the way so we can pass or not? And something like one-third of the people would do it. And we had this conversation about it where it's like, okay, I can think of three reasons why people wouldn't do it. One is they have very few avenues in their life to exercise power and this is one of them. And they're just, want to get out there and dominate people and cause suffering. Shouldn't ascribe to malice that which can be ascribed to ignorance so that probably is the explanation for a tiny, tiny, tiny percentage of people. But the other two explanations aren't that great either. One is that they see it's happening, they see they're pushing other people off the sidewalk or poking them in the eye or whatever, and they're just like, "Fuck, that's too bad. I wish there was something I could do about that, but I can't think of anything." And the last reason is they just don't notice it all.…

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