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Nathan Kontny

About Nathan Kontny

I like to make stuff on computers. CEO of Highrise, CRM Software.

The Scientist

Nathan Kontny
Nathan Kontny wrote this on 8 comments

Last week, Consumer Reports pulled their recommendation of Tesla's Model S, Elon Musk's electric car. Once touted as the best-performing car they ever tested, now it has a "worse-than-average" reliability rating. Actually this might not be that big of a blow to Tesla, yet. Typical Model S customers are folks who own two, three or more cars. The Model S is a novelty. If it doesn't work, they have something else to drive.

But Tesla is making a huge bet that their upcoming Model 3 will strike it big in the mainstream market with a price target of $35,000. That's a market where drivers often rely on a single car as their sole means of transport. One that would be less forgiving of reliability problems. If Tesla can't get it right now, can they satisfy an even more demanding crowd? Tesla's stock dropped 7%.


In 2004 at Burning Man, a yearly gathering in the Nevada desert, someone erected a 30 foot wooden pole with a dancing platform on top. Dozens of people failed to climb the pole. And then there's another who gives it his try. He doesn't look like someone who could climb it. And as he's trying, suspicions are confirmed. He's terrible and looks like he's about to fail. He hugs the pole the whole time as he squirms and inches his way up. With sheer determination he reaches the top of that platform. Who was he? Elon Musk.

That's one of many stories you can read in Elon Musk's recent biography from Ashlee Vance. And if you read some of these stories, like how he battled through getting fired from Paypal or survived a close-to-death case of malaria, you might come to the conclusion that it's his perseverance that will help him see Tesla out of this current predicament. But you'd be missing a key ingredient that makes Elon who he is.

Continued…

Cargo Culting

Nathan Kontny
Nathan Kontny wrote this on Discuss

I've been exploring Medium as a new channel for my writing. It's a pretty place to read and share my thoughts – though still written on Draft :) – and getting more and more popular. Yesterday I shared a post: Poison, which received some nice traffic and shares. A couple people began to comment. And that's where I started getting confused.

There's a comment, what Medium calls a "response", but it's not the full comment. In fact, I have to click Read More just to get to the meat of it. When I read the comment and wanted to respond, that even was a new affair, encouraging me to Publish or go Full Screen:

Continued…

Work in Progress

Nathan Kontny
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Jason and I have now done 18 live chats we've published on YouTube and SoundCloud and we still like each other! :) Just to be transparent, it hasn't been a piece of cake. It's a whole new environment for us to figure out. Not just how to get subscribers. But things like picking topics. Staying interesting. Even things like lighting. Barking dogs. Poor internet connections. Sleeping in-laws. But it's a constant reminder how much work goes into any product. There's always a new challenge or opportunity to learn to get better. It's never done. It's a "Work in Progress". And waiting for perfect is a sure way to fail to get anywhere. Here are some of my favorites of the episodes we've done so far:

Continued…

Less than perfect

Nathan Kontny
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I want to create something out of nothing but nothing isn’t a great place to draw from.

Mitch Hedberg

On February 21, 2006 a guy launches a video blog. The results, even by 2006 standards, were far less than perfect. The lighting is terrible. The camera unsteady. There’s a use of zoom and text effects that remind me of my mom’s VHS videos of my sister and I figure skating in 1990.

Later episodes have funny text effects where the title of the blog swims into view like a novice PowerPoint presentation. There’s a glass picture frame behind him reflecting whatever light fixture is in the room, and that’s all your eyes want to look at.

The first episode has 14 comments made in its entire first year. This definitely didn’t take off like a rocket ship.


People who’ve been fans of my blog and the writing I’ve done on places like SvN have messaged me that they’ve missed my writing. I haven’t done as much lately. Why? The answer is pretty simple. As Jason Fried might say, I just don’t have the attention. It’s easy for me to spend an entire day writing and researching an article. But, running Highrise is a big job. There’s so much to do. Building a brand new team, managing the current product and its support, and reinvigorating product development on an old product, takes all of my attention.

And there’s a hesitation now in publishing my work.

Success breeds hesitation. Even the modicum of success I’ve had writing has created a hesitation to publish something that isn’t perfect. I want each article to be even better than the last one. But that just makes it impossible to publish thoughts and ideas and observations when I don’t have the attention to make them perfect.

Hesitation becomes this empty void where we stop producing good ideas, because we no longer have that bucket of just fair ideas to draw from.

How do I fix it?


That video blogger kept at it. In episode 1000 the intro graphics are now this fancy professional animation that reminds me of the quality of the Mad Men intro. And he’s definitely found an audience.

Today you know him as Gary Vaynerchuk and this was his Wine Library TV video blog. Today, with over a million Twitter followers, he hosts another video podcast called the #AskGaryVee show. The production quality is light years past that first episode of Wine Library TV. There’s perfect lighting, multiple cameras, fancy editing and effects that all come off as interesting and professional. And there’s thousands and thousands of people watching. He’s clearly made something many of us aspire to after publishing and publishing and publishing stuff that was less than perfect.


One thing that’s helped recently reinvigorate my writing was to give myself channels where I don’t feel the pressure for perfect. Comments on forums are great for this. Most people have very low expectations of the quality of “comments” online.

I use Reddit to practice. I’ll find someone asking something I think I could riff on, and I’ll just go. I’ll try to work in some personal anecdotes or something I’ve observed and see if I can make it interesting. If I like the result I might polish it a little and put it in more places. Here’s an example of a question on Reddit that I answered.. Seemed like it got some folks interested, so I polished it some, and posted a different version to this blog which sparked a great conversation.

If I didn’t have that first mediocre attempt at an answer, I wouldn’t have ever gotten to publishing the better one. I needed a far less than perfect place to start.


A few weeks ago Jason Fried pinged me with:

We got together to hammer out a few details of what it would look like. Soon after, we filmed a pilot episode that we recorded but didn’t tell anyone about. We wanted to see if it had any kinks. It had kinks.

It took us 15 minutes just to figure out places with good internet connectivity and lighting – so you could actually see my face. After that, we finally got to chatting. The results were still terrible. We had a fun time talking, but it was unlistenable. There’s an echo of my voice in the video. We later figured out from chatting with people who’ve already done this a ton like Chase Clemons and Shaun Hildner, it’s probably from Jason’s laptop mic picking up the audio from his speakers – problem would be resolved if we both used headsets.

Ok, let’s do another. So we discuss, how often can we sustain doing this? What’s the name? Do we need better cameras and mics? What about lighting? Maybe we can get Shaun to help us? Should we use Hangouts or a different app or technology. So many unanswered questions and so much room to keep making low quality attempts at this podcast.

This Monday came and we didn’t have answers to any of our outstanding questions. I debated if we should do another “off air” episode, just so we can practice more. I hesitated. Jason’s reply? “Let’s do it live”

And so we did. Our second “pilot” episode went live yesterday, August 24 at 3pm. And it was as you’d expect, less than perfect. I somehow accidentally turned off the voice detection Google Hangouts uses to automatically decide which face to show in the video, so you see Jason’s face throughout the beginning until Shaun comes in and tries to fix our setup. Then you can see I’m distracted by the monitor and manually switching who is seen in the video.

People still enjoyed it.

This is how life works. This is how most things we enjoy and call successful start. They aren’t as good as we want them. They need a ton of practice. And even when we get something to the place where it is good, now we have a new challenge: our hesitation at being bad again.

Just keep publishing. Keep putting out the stuff that’s not perfect. When you find yourself in a spot where the expectations are too high, just find another spot. We need that place to draw from.


Jason and I are going to keep publishing these “imperfect” chats of ours. You should follow us on Twitter: @jasonfried and @natekontny. We’ll talk about not just the things we see other folks struggling with and asking questions about, but the things still bugging us. Life is far less than perfect for us, and we keep leaning on each other to help us through our current challenges. Hopefully recordings of us hashing them out will prove useful to others going through the same.

If there’s anything you’d like us to ever cover, please hit us up on Twitter or ask in the comments of our SvN posts. We’d love to hear from you.

Better Half

Nathan Kontny
Nathan Kontny wrote this on 19 comments

Many of us know how much a partner can help with creating a great business. Apple had Jobs and Woz. Google has Larry and Sergey. Basecamp has Jason and David. And for years, I’ve had the help of a really awesome partner: my wife, Lynette. We’ve been together for over 16 years. She’s been there for tons of hard decisions about work or life in general.

One easy to point out example is Draft. A project I’ve been blessed to receive an incredible amount of praise about. But, I had a secret weapon, Lynette.

She was the biggest reason I created Draft to begin with. I needed her help editing my writing and blog posts. She’s the best editor I’ve ever met, and I was sick of passing Word documents back and forth with her. Of course, then she was the first person to tell me when something was wrong or confusing. She helped me prioritize. She had great ideas how to improve the product. I could get her help with anything. But we’ve had a setback in our work relationship. This little one, Addison, entered our lives. :)

Addison is everything to us. But as most parents understand, she comes with complications. Everything has become harder. Leaving to go outside? That takes planning and unforeseen obstacles. You thought you were ready to go? Here, take a dirty diaper. Now are we ready? Nope, needs to nurse. Now are we ready? Damn, now it’s nap time. Maybe we’ll try to go somewhere tomorrow.

Another complication is that it’s been harder to get Lynette’s help with anything related to my work on things like Highrise. Lynette’s swamped with her own job and being an awesome mom. And we’re too busy to deal with work when we’re together. We have filled any free time with new, incredibly rewarding things: teaching Addison to talk and read and share and everything.

But it does impact the quality of what I’m able to accomplish at work. We’ve gained an incredible amount, but in the process I’ve lost my work partner. It’s frustrating, but you know what? I have the resources to change this….


I’d like to introduce to you the new Chief Operating Officer of Highrise, Lynette Kontny.


We’ve debated this for awhile, making sure it was the right move for us and Highrise. Given our ability to collaborate over the years though, and the attention Highrise needs, this was a pretty easy decision.

Lynette was both excited and sad to announce she was leaving her job, as she enjoyed a ton of it it. I overheard her phone conversations with colleagues as she announced she was leaving. They were sad too, letting her know she was doing the job of 5 other people. But now, Highrise gets to benefit from having Lynette in its corner.

If you are a Highrise customer, you are lucky! Lynette started this week, and you’ll begin to see her work all over Highrise and our ability to get impactful things done quickly. Even being here two days, she’s taken a ton of important things off my plate I was having trouble getting done. If you aren’t a Highrise customer, now would be a great time. :) Things are really getting interesting.

We are thrilled to have Lynette. I can’t describe how awesome it is to get my work partner back.

P.S. There’s a lot going on at Highrise. Lynette isn’t the only new addition. We also have had some more really great people join the team, and we’ll make introductions in the near future. If you want to follow the Highrise journey, my Twitter account is a good place. You should follow me: here.

"Is it too early for me to start a pay-per-click campaign?"

Nathan Kontny
Nathan Kontny wrote this on 8 comments

A Redditor asks:

My SaaS product is done. We have a customer who we reached out to locally. I’ve got a freelance writer (via Reddit!) who is working on creating an email course to educate and inform potential customers. Until that is done there is nowhere for me to collect email addresses and start warming them up. However, I do have pricing and plans and the sign up is fully implemented. Is it worth creating a couple ads to start generating some traffic yet? Or is it going to be a complete waste of time until I have that ecourse and am able to collect email addresses? If I do create ads now is it critical to also have a landing page for each?

For over 12 years, I’ve run paid ad campaigns on popular channels like Google and Facebook, but also less known advertising channels like Reddit and Plenty of Fish. I’ve used those ads to get people to buy software, play online games, even buy flip flops my Mom handmakes. I’ve learned a ton about optimizing click through rates, landing pages, ad budgets, etc.

And those lessons have been super valuable. When we redid the Highrise marketing site I had a ton of lessons and tools at my disposal to help optimize our conversions. By changing layouts, copy, buttons, headlines, and testimonials, we doubled our conversion rate.

Nothing is a waste of time if done to learn a new skill. If you read any of the books on learning, like Talent Code, the trick is to practice deliberately and in small feedback loops that don’t kill you. Do you know much about paid ads and conversion optimization? Then that’s a great way to learn about them. Just time box it. Don’t spend many resources on this step.

See, I’ve also used these same skills to recruit thousands of users to a new business I started in 2011. Optimized the bejesus out of our ads on places like Reddit. We were getting super high conversion rates on our landing pages.

But here’s the rub. How many of those tens of thousands of people whom we recruited are now following what I’m doing at Highrise or Draft? How many of them follow my blog or what I have to say on Twitter? How many of those people whose attention I paid for in 2011, are helping me with my goals today?

None.


Even though I encourage experimentation with pay-per-click ads and landing page optimization, often their pursuit doesn’t get us very far.

Ads for most products in most industries are just way too saturated. It’s become a break even game of advertisers paying so much for a click, that they convert just enough customers and given the lifetime value of the customer, they make their ad budget back. But they look so tempting. It’s a fun puzzle to solve. If you could just find that overlooked keyword+product combo, you could just scale that up and profit.

But these players also know their customer’s lifetime value. They know how many new users each paid user recruits. They get the type of traffic they can use to get significant statistical samples to split test every button, headline, and word. The people winning the ad game can play with a sophistication to make their ad budgets back plus profit, and still the results are usually temporary as new entrants and click fraud push click prices higher and higher.

But many of us who are on our first product or even our tenth product don’t have all these things figured out yet.

So instead of spending much time on optimizing landing pages and ads, I’d spend more time on what Paul Graham would say: Things that don’t scale.

You mentioned having one customer, now go get 10. Call them. Meet at their office. Go give them a demo in person. Review their results with them slowly and methodically. This stuff doesn’t scale. You aren’t going to want to make this the way you get big, but one customer is often not enough. If they are the only one in your ear about features you need, you’ll probably be too inclined to make a specific thing that just fits their needs. I created Inkling as part of Y Combinator in 2005, and we were constantly in this state in the beginning. We would have one big customer paying us a hefty amount of money, but then the requirements they had were incredibly specific and not at all applicable to other clients down the road. Once we started getting that slightly bigger sample size, the commonalities were much easier to spot, and we could focus on those. It became a lot easier to make the right things the next customer needed, and build a product that would actually work as a business.

I’d also focus on teaching. Read everything Kathy Sierra talks about on the topic – actually, just read everything she’s written. Here’s a great place to start: Out teach your competition.

Your email course is a great idea. But you are right, you have no one to email. So where else can you get yourself teaching people. Are you writing a blog? Running a podcast? Doing any interviews with other teachers in this industry? What about trying to get some articles published in magazines? Hosting a meetup?

What’s great is how all this teaching can be repurposed for different places. Turn the email course into a video blog. Turn it into a set of lessons on Vine. Take pictures and use Instagram to share the lesson.

Gary Vaynerchuk does a great job of this. Every lesson can be repurposed and told using the strengths of another channel. Check out how he uses Instagram to teach.

Again, this stuff is often going to feel like it doesn’t scale. It’s a slog. And it doesn’t immediately convert to new customers and automatic wealth. But the payoff is in the long game. Start building an audience. Your product is going to go through dozens of iterations. Maybe it doesn’t even work out. But that audience? They’ll follow you to the next iteration, or the next project.

I wish this was the view I had taken when I was building that business in 2011. The money and time I spent could have been spent building an audience who could be helping me with today’s challenges.

Congratulations on your product. That is an awesome first step. Have fun! And keep the momentum going! Most people can’t even get something out the door. The fact though now is, most of our first products fail. We didn’t make them right. Or they’re missing something critical we didn’t realize we overlooked. Or in two years, you realize you need to pursue something different.

So, I’d be careful about trying to optimize something like pay-per-click ads, and landing pages. Those are often just local maxima, meaning you might improve something about it and it feels like a small win, but there’s probably a much bigger win to find if you open up your gaze on the life of your product and career as an entrepreneur. It’s hopefully a career you are going to be growing for a very long time.

(A version of my answer originally appeared on Reddit.)

P.S. If I can be of service at all to anyone, please let me know. Would love to help any way I can. Twitter is a great place to reach me. You should follow me: here.

Please allow me to re-introduce myself

Nathan Kontny
Nathan Kontny wrote this on 19 comments

On March 20, 2007, Highrise, Basecamp's simple CRM tool, was launched to the public. Three years later, Highrise for the iPhone was released. Over the years, Highrise has received upgrades and improvements, but it needed a new home and dedicated team to give it the attention it deserved. So, on August 14, 2014, Highrise HQ LLC began – a new company dedicated to Highrise.

At the top of the list of things we wanted to update was the iPhone app. It had been over 4 years since it was released, and it hadn't kept up with changes to iOS. Bugs crept in. Some subtle; some significant. Our plan was to immediately go in and make fixes, but we realized the original iPhone app was built using an iOS framework that wasn't supported any longer, and hence, Apple was no longer approving apps built using that old technology.

We were in a bind. We decided to pull the Highrise iPhone app from the store because of the bugs people were facing (you could still get to the old app from your previous downloads in iTunes), but we couldn't fix anything or offer anything new. On top of that, we had to build a brand new team to support Highrise, get the lay of the land, make improvements to the web app that were sorely needed, and then one day we could get to the iPhone.

Well, I'm thrilled to announce that day is here. We started from scratch. We spent months making sure it satisfied the core needs of Highrise customers. It's been put through its paces with thousands of Beta testers to get it ready.


Highrise 2.0 for the iPhone is now available to everyone on the App Store

It has your Activity Feed, Contacts, Tasks, and Custom Fields. And all sorts of helpful extras. For example, adding a task from anywhere in the app assigns that context to the task (just like it does in the web app). On a contact, add a task, the task is now Re: your contact. On an email, add a task, the task is Re: that specific email.

Or the Current Location help when editing an address, making it a ton easier to add new Contacts when you are mobile.

Or the subtle navigation designs, like how tapping the Activity icon once will return you to where you left off in your Activity, but a second tap will scroll you back to the top:

Or the ability to switch amongst your multiple Highrise accounts:

We have plenty more coming for the app. We know folks want Cases, Deals, Tags, and offline support. And we know Android users want an app too ;) All things on our list. But this is a solid foundation for the future of Highrise on mobile, and so far, people have loved it:



If you enjoy it, we'd greatly appreciate a review on the App Store, and if you have any issues or feedback, there's a handy Help & Feedback button in the app to quickly get someone at Highrise to help.

From all of us at Highrise, thank you very much for your patience as we got this ready, and for the tons of help and feedback we've gotten along the way. We hope you find it as handy as we have. It's the first thing I check in the morning :) Thank you for being part of the new Highrise. We're just getting warmed up.


Download Highrise 2.0 for the iPhone


-Nathan Kontny, CEO Highrise
P.S. The Highrise team is growing. If you know anyone who is great at Software Engineering, and would love to be part of improving Highrise please send them our way!

Poison

Nathan Kontny
Nathan Kontny wrote this on 1 comment

How do we get better at making things people want?

We strive to better discern the needs of our customers, so we reach for a number of tools. Surveys. User testing. 'Jobs to be done' interviews (an interview process I highly recommend). But in our effort to understand our customers, we often miss sight of something much more basic and integral to those things working well.


The University of Edinburgh Medical School, one of the best medical schools in the United Kingdom, was created in 1726, also making it one of the oldest medical schools in the English speaking world. Given its age, it has quite an interesting group of alumni. Like Joseph Bell.

He was a graduate and professor at the school in the 1800s. Bell had an uncanny ability to determine things about his patients from what seemed to be unrelated and insignificant details. For example, without even talking to the man, Bell determined one patient was a soldier, a non-commissioned officer, and served in Bermuda. How'd achieve such a feat? Bell had observed the patient walking into the room without taking his hat off, as a soldier would. His authoritative posture and age gave him a clue that he was a non-commissioned officer. And the rash on his head? Could only have come from Bermuda.

Joseph Bell's name probably still doesn't sound familiar. But you know his alias – Sherlock Holmes.

Sherlock Holmes wasn't pure fiction. Sir Arthur Conan Doyle, the author of the Sherlock Holmes stories, was also an alumnus of The University of Edinburgh Medical School where he trained as a physician. Sherlock Holmes was an amalgamation of people he'd crossed paths with, especially his medical school professors Joseph Bell and Sir Robert Christison.

Christison was an early forefather of forensic medicine. In 1828, there was a string of murders in Edinburgh, Scotland. Christison helped prove that William Burke and William Hare had been suffocating their victims and then selling the corpses to medical schools.

But Christison was also known for calabar beans. Calabar beans are poisonous, and were used as a justice system in African tribes. They would crush the beans into a milk-like drink for prisoners. Those who died from the drink were "guilty". Those who lived – innocent.

Researchers today find this form of justice might be more accurate than it at first sounds. People who believed in their innocence and the system would probably drink the poison instantly, causing their stomach to immediately vomit and regurgitate the poison, sparing their life. Guilty people, however, believing the drink would kill them, drank slowly trying to elongate their life, but instead dampened their stomach's ability to reject the poison.

Christison knew of the calabar beans' danger, and yet one day, he took a lethal dose and ingested them. Why? Was he trying to kill himself? Was he trying to prove his innocence of something?


If you were anywhere near Facebook or Twitter at the end of February 2015, you've seen this photo. The photo of #thedress was taken by Cecilia Bleasdale, the mother of a bride-to-be, who wanted to show her daughter and bridal party what she'd be wearing at her daughter's wedding.

But they couldn't tell. People split into two camps: you saw blue and black or you saw white and gold. The entire internet broke into debate. I watched friends, designers, photographers, neuroscientists, engineers, even magicians dissecting the photo, trying to explain what we were seeing.

In the end, a representative of the company that makes the dress put an end to the debate: it was blue and black. They don't make a white and gold one. (They probably will, now.) And here's another photo of Cecilia, with the newly married couple:

What I found most interesting about the original photo is the gap it shows between explicit and tacit knowledge.

Explicit knowledge is: "knowledge that can be readily articulated, codified, accessed and verbalized. It can be easily transmitted to others."

The photograph codified what Grace's mom saw that day of her dress, and it was easily sent across the globe to millions of people. But so many of us were wrong about what the information actually described. We saw one thing, and it described another.

Scientist and philosopher, Michael Polanyi, invented the term "tacit knowledge" in 1958. Tacit knowledge is: "knowledge that is difficult to transfer to another person by means of writing it down or verbalizing it." It's knowledge that we can only experience ourselves.

Polanyi would describe riding a bike as an example of tacit knowledge. I couldn't show you how to ride one by teaching you about gravity and centripetal force. I couldn't even give you step by step directions on the mechanics of how the body needs to pedal a bike for you to succeed. Only after you get on that bike and fall, try again, and fall, will you eventually gain the tacit knowledge you need to ride.

We experience this world, but we can't transmit all of it to others. Even the simple stuff, like a photograph of a dress, can be misinterpreted.

Professor Stephen Westland, is an expert in color science at the University of Leeds who the BBC consulted with when writing about #thedress. He explained: "It is possible that people could literally be seeing different colours but it's impossible to know what is in someone's head."

Exactly what Polanyi said about tacit knowledge:

We can know more than we can tell.

After Christison ingested the poisonous beans, he began feeling the symptoms. Paralysis. He started going blind. He began to die.

But Christison grabbed a bowl of water he used to clean his shaving razor and face, and drank it. He immediately began vomiting, which saved himself from the rest of the poison's effects. Christison lived.

Christison wasn't trying to kill himself. He was trying to bridge the gap between explicit and tacit knowledge. As a doctor, all he's given is what a patient tells him, or what he can see. Like the photograph of the dress. But he couldn't read a patient's mind. He couldn't tell if a patient was describing correctly how they feel or the history of what they've gone through.

Christison needed to experience what the actual symptoms were of being poisoned. He needed tacit knowledge to reach his full potential as a physician.


Mike Markkula gave two guys $250,000 to fund a business they were running out of their garage, Apple. But Markkula wasn't just a source of funds. In an interview, Steve Wozniak says Markkula was probably more responsible for the early success of Apple than Wozniak was himself. He chased down more capital. He found the first CEO and become the second CEO when the first left. He was even the one who approved the original plan for the Macintosh.

One of the most interesting contributions Markkula made to Apple was a marketing philosophy that appears to still guide Apple today. Just 3 points he wrote up in 1977:

1) Focus. In order to do a good job of those things that we decide to do, we must eliminate all of the unimportant opportunities.

You especially see this play out in Apple's revival when Jobs returned in 1997. Jobs re-focused the company from dozens of different products and variations (Apple once made printers and game consoles) to just 4 product lines: consumer, pro, desktop and mobile.

2) Impute. People DO judge a book by its cover. We may have the best product, the highest quality, the most useful software etc.; if we present them in a slipshod manner, they will be perceived as slipshod; if we present them in a creative, professional manner, we will impute the desired qualities.

The time and attention Apple spends presenting its products is often unheard of, and the results speak for themselves.

But the point on Markkula's list that I think should draw more attention from people making products is:

3) Empathy. We will truly understand their needs better than any other company.

Markkula chose his words wisely. Just like Christison, he knew that to truly understand a customer's needs better than anyone else, we need to empathize with them – not sympathize. Listening with sympathetic ears to our customers isn't enough. Why? That photo shows us why. People can't communicate everything they experience. Even if they present us with a photo, we easily misinterpret it. And we can't read their minds.

It's of course not always easy. Some things are difficult to mirror. But if we want to be able to gain the deepest insights from the interviews we have with customers, if we want to reach our full potential as a designer, as a listener, as a human being, we need to improve our ability to empathize. This isn't just "dogfooding" our products. We need to share the actual life experiences of our customers and neighbors. It's up to us to poison ourselves.

P.S. You should follow me on Twitter: here for more articles.

Constrained

Nathan Kontny
Nathan Kontny wrote this on 12 comments

For years I’ve chatted with smart, ambitious people and friends who want to start new projects or businesses. Often their visions are big. So they dream up equally big things their startups need: money, connections, resources. And that’s where they get stuck. They don’t have any of those things.


In 1978, an artist named Patricia came home to her husband and announced she quit her job at a newspaper. She just couldn’t stand it anymore. Occasionally, she’d have some of her art posted on the front page, which was great. But most of the time, the job was corporate tediousness.

Patricia’s husband Mel understood. He was a writer at the same newspaper. Sometimes he’d get an interesting assignment, but often he was stuck writing obituaries.

There was just one problem. He was sitting at home waiting to tell her the exact same thing. He had quit that day too.

Patricia and Mel were now both unemployed with little savings. To make ends meet, they took up freelance magazine assignments. But the income wasn’t consistent, and they could barely make rent.

They couldn’t stand working for someone else. But they couldn’t make enough money freelancing.

So, they decided to start a clothing store. But all they had in capital was next month’s rent, $1500. Could they start a store with this? Not likely. They sought out a bank loan. They were turned down. So how do they get past this?


The Oakland A’s have one of the lowest budgets of any baseball team in the United States. The owner’s cheap. Their stadium sucks. Fan attendance is terrible. If you’re going to see a game near Oakland, folks just go watch the Giants in San Francisco.

To make matters worse, back around 2002, the big teams with huge budgets kept scooping up their best players. The A’s couldn’t compete with the New York Yankees or Boston Red Sox who had a 100 million dollars to spend on players vs. the A’s 40 million.

To everyone’s surprise though, the A’s started winning games. A lot of them. The 2002 Oakland A’s won just as many games as the Yankees did that season. And the A’s put up streaks like 16-1 in June 2002, and ended the season with 20 wins in a row, one of the longest winning streaks in baseball history.

The A’s success was made famous in Michael Lewis’ book, Moneyball, and the Hollywood movie with the same name starring Brad Pitt. Moneyball publicized the strategy the A’s general manager, Billy Beane, used to win games.

He used statistical analysis, or Sabermetrics as it’s known in baseball, to find players that were overlooked by other teams. Players that might not look like typical all stars but somehow got on base a lot. He looked for old players past their prime. He even learned from statistics to avoid high school players traditional scouts valued. Sabermetrics showed that high school players’ performances weren’t a good predictor of Major League success.

Using these new analytics, they found cheap players who, in aggregate, replaced the numbers they lost when their stars joined other teams.

But something happened after the book came out in 2004. The A’s started losing again. Why? The competition started copying them. Other teams were now hiring their own statisticians, even stealing members of Billy’s management staff. The Red Sox hired the inventor of Sabermetrics, Bill James, and with their own Sabermetrics-created team and huge budget, the Red Sox won the 2004 World Series.

In response, Billy Beane started backing off of some of the things he’d learned from Sabermetrics. Since other teams were now avoiding high school players, those players became undervalued. In 2006, Billy spent his first two draft picks on high school kids. And that season he started winning again, taking the division and the first series of the playoffs.

And just like any ultra-competitive market, things changed again. The A’s found themselves losing their advantage and having to innovate.

In 2012 and 2013, Billy was on top once again, and the A’s won their division and made it to the playoffs. This time Billy was using less Sabermetrics and more an approach of: find cheap resources, configure them in different ways, and see what works.

Ted Baker, a professor at Rutgers Business School, argues in his paper, Winning an unfair game, The Oakland A’s weren’t successful because of statistical analysis. They were successful because of bricolage.

Bricolage is the construction of something new from a diverse range of available things – often cheap because people take them for granted or consider them garbage.

Billy Beane was assembling teams from garbage. No one wanted Scott Hatteberg after he was cut from the Rockies in 2002. He was a catcher who couldn’t throw because of an injury. Garbage. But Billy put him at first base where he didn’t have to throw and they could still take advantage of his great hitting.

Sean Doolittle is another example of a player who played first base but now wasn’t any good as a hitter because of an injury. So Beane gave him a shot on the mound in 2012 to see if he could go back to being a pitcher (which he played in high school and some of college). He turned out to be their best relief pitcher.

Sabermetrics helped Billy in 2002 and 2003, but when everyone started using it, what was once undervalued went up in price. So he looked for other ways to assemble cheap resources, often thrown away by other teams as garbage, until he found a new, valuable combination. That was always his game.


Patricia and Mel were stuck. They couldn’t afford to manufacture new clothes. So they bought surplus shirts for almost nothing. The seller was just happy to get them out of his warehouse.

The old shirts smelled terrible. But they didn’t have enough money to launder them. So they used their home washing machine one load at a time.

They didn’t have the money to rent a store, so they first started selling their shirts from a flea market. When that did ok, they found a store to rent for $250 a month – dirt cheap even in 1980’s prices. Why was it so cheap? Again, it was garbage no one wanted. The store had to stay unlocked at night so that students of the martial arts school upstairs had an entrance open for evening classes. No legitimate retailer would rent a store they couldn’t lock.

They wanted to create a catalog. But they couldn’t afford the glossy, thick, bound ones their competition had. So, Mel wrote his own. They couldn’t afford photos. So, Patricia drew pictures of their clothes. They stapled, addressed, and mailed them all themselves.

They couldn’t even afford shelves for their store, so they used wooden fruit crates Mel found in the garbage outside a market.

On and on, Mel and Patricia made do with what they had on hand, often, literally, garbage.


When Patricia and Mel were deciding on a name for their company, they thought about the surplus clothing they were buying. Most of it from unstable tropical countries. Aha. The perfect name of their business would be: Banana Republic.

Patricia and Mel Ziegler founded Banana Republic which they sold to The Gap in 1983, and continued to run for 5 years after the acquisition. During Patricia and Mel’s tenure, Banana Republic became one of the most successful apparel retailers in the world, with more revenue per square foot of retail space than any other retailer in the United States – double the national average.

Of course they had more resources and capital than they knew what to do with after the Gap acquisition, but the only way they got there, the only way they got to that point and out-competed everyone else, was doing the same thing Billy Beane’s been doing. They went with what they had on hand or could find in the trash. They refused to reach for things they couldn’t acquire. They didn’t sit around wishing the universe would change to meet their dreams.

As you can read in the wonderful story Patricia and Mel Zielgler wrote about their founding of Banana Republic in Wild Company, Mel and Patricia probably lucked out finding those jobs at that newspaper prior to Banana Republic. That’s afterall where they learned journalism’s classic proverb: “Go with what you’ve got.”

P.S. You should follow me on Twitter: here for more articles.

Combine

Nathan Kontny
Nathan Kontny wrote this on 2 comments

Some people are destined for mediocrity.

Take this guy for example: A college kid, who, despite a semi-decent college showing as an American football quarterback, was drafted 199th by a professional team. You don’t have to be a football or sports fan to realize how terrible that is.

And he wasn’t drafted for anything near a starting position. He was drafted as a fourth-string quarterback. You’ll hardly find any active fourth-string quarterbacks. In the rare occasion the third-string gets hurt during a game, you’ll sometimes see a random player, like a wide receiver who played quarterback in high school, come in. That tells you how valuable a fourth-string quarterback is: about the same as a high school kid who doesn’t even play the position anymore. Fourth-string quarterbacks are often just practice squad dummies – fresh meat for the real players to pound on, maybe they get a few throws in during the last seconds of a pre-season game.

And sure enough, our bottom-rung quarterback, during his rookie season, got to pass 3 times. 1 completion. For a total of 6 yards.

But then things turned around. He moved up to second-string the following season, and the starting quarterback was injured, which gave him a chance to start.

That season, this mediocre quarterback, Tom Brady, won the Super Bowl for the New England Patriots. And not just a win, but he was their MVP. He went on to win the Super Bowl again 2 years later. In his career, he’s made the playoffs a dozen times, been to the Super Bowl five, and won three of them. He might even be on the way again this year.

Tom Brady is one of the best quarterbacks of all time. And everyone almost missed him.


Photo by Kowloonese

A combine is an intimidating looking machine for harvesting grain. The name is derived from what it does: combines the steps for harvesting – reaping, threshing, and winnowing. Those things are also often metaphors for how we do hiring. Reap the best candidates. Harvest the top prospects. Winnow the resumes.

Professional league sports teams have no shortage of young athletes who want to play for them, so they’ve created their own combines.

For example, the NFL invites about 300 college kids in February for a weeklong trial. They are put through the things you probably assume they are put through: running, jumping, lifting heavy things. They even go through interviews, intelligence tests, and have half-naked photos taken of them for later scrutiny.

That’s why Tom Brady was picked 199th as a fourth stringer. He was terrible at the combine. The 40 yard dash is one of the combine’s tests. Tom Brady ran it in 5.28 seconds – the worst score in the history of the combine. And those photos they take? Here’s Tom in 2000:

Doesn’t scream world class athlete. But fortune would lead to Tom getting a starting job where he could show off his true performance.

Here’s the funny thing, though, Tom Brady isn’t the exception at the combine, he’s the rule. In 2008, Dr. Frank Kuzmits and Dr. Arthur J. Adams from the College of Business at the University of Louisville began publishing their research of the NFL combine. Those physical tests don’t actually predict how athletes perform. Bottom scoring combine players find themselves at the top of the professional world all the time. And top scoring combine players, contain a ton of washouts – top draft picks who you’ve never even heard of because they lasted just a single season.

And it’s not just the physical tests that don’t work. The intelligence tests fail too. Kuzmits and Adams also studied the Wonderlic, which is a rudimentary test of intelligence given to all NFL quarterbacks. NFL quarterbacks have a lot to process. They need to be sharp.

Except, again, no correlation was found for the scores on those tests and the performance of quarterbacks in the NFL. Dan Marino has one of the lowest Wonderlic scores of all time, but Dan Marino is also one of the greatest quarterbacks of all time.

Hockey and basketball scouts have the same problem.

These combines don’t work.

But this isn’t just a problem for professional sports. There’s plenty of other studies showing how tests we’ve created to find top candidates in fields like academic recruiting and finding good teachers fail at predicting anything.

The only way we can judge someone is by observing their actual performance.


Highrise is the small business CRM tool that recently spun out from Basecamp. One catch: As the new CEO of Highrise, I needed to find a brand new team. No one from Basecamp was coming over in the move.

I reached out to some folks I knew, dropped hints we were looking for people in blog posts and Tweets, and the process began. But instead of relying on tests, and multiple rounds of grueling interviews over weeks and months, I just followed my gut and kept what I was looking for simple (inspired by Joel Spolsky):

  1. Do they do the thing that I’m looking for. Ruby developer? Designer handy with HTML/CSS? Experience doing customer support?
  2. Are they nice?
  3. Are they smart?
  4. Do they get things done?

And after about the first 10 minutes of a phone call, I had a pretty good idea if you fit. But I didn’t belabor the decision. I know I don’t have a test that could accurately predict whether you were any of these things. So I didn’t spend time trying. We immediately went into short term contracts to observe real performance. And away we went.

We saw if we worked well together and if we got a bunch of stuff done. And we did. A lot, very quickly. And with that real world evidence, I had the data I needed to bring together the official new team behind Highrise!

Please, let me introduce you to:

Chris Gallo

You’ll hear from Chris if you need help with Highrise. He’s head of our customer support. Chris got my attention when out of nowhere he started doing customer support for a software project of mine when I hadn’t even hired him to do so. Then he sent me a job application, when I wasn’t even looking yet, using my very own software to create the application. Chris knows how to communicate and how to help. He’s been an incredible asset to Highrise.

Michael Dwan

Michael is the new CTO of Highrise. I met Michael in 2011 when we were in Y Combinator together. He was the engineer behind creating an awesome photo application called Snapjoy. Great guy and wickedly smart. We hit it off immediately. Snapjoy was quickly acquired by Dropbox, and you’ll see his handiwork all over what Dropbox has done with Carousel and photo storage.

Wren Lanier

Wren is our lead designer. After a small test project for one week, I knew I wanted to work with her full time. She’s quickly improved and refreshed many areas of Highrise, including a beautiful redesign of the homepage. You should catch one of the talks she’s giving at a design conference soon.

Zack Gilbert

Zack is the first software engineer and resource I brought in to help me at Highrise. We had a ton to learn and juggle instantaneously, but if you’ve noticed the extremely fast pace of improvement we were able to make as soon as we started, it was because I had Zack.


I’ve been incredibly fortunate to have found such a talented group of people. But it was also because I didn’t rely on a combine of tests and artificial situations to judge these folks. We got nice, insightful people together to work on actual problems. Our performance in the real world did the rest.

Stay tuned, we’ll be using SvN to share a lot more of the interesting things we discover while we build Highrise. Please feel free to say Hi to all of us on Twitter too; we’d love to meet you. And if you want to follow the fast pace of things we’re getting done at Highrise, you should check out our product updates: here.