Part I: Build Yourself
1.1 Adulthood
- When you’re looking at the array of potential careers before you, the correct place to start is this: “What do I want to learn?” The best way to find a job you’ll love and a career that will eventually make you successful is to follow what you’re naturally interested in, then take a risk when choosing where to work.
- Early adulthood is about watching your dreams go up in flames and learning as much as you can from the ashes. Do, fail, learn. The rest will follow.
- The critical thing is to have a goal. To strive for something big and hard and important to you. Then every step you take toward that goal, even if it’s a stumble, moves you forward.
- Take risks early in your life.
1.2 Get a Job
- Find a business that’s starting a revolution, not one that’s making a better mouse trap.
- What you do matters. Where you work matters. More importantly, who you work with and learn from matters.
- You should know where you want to go, who you want to work with, what you want to learn, who you want to become.
1.3 Heroes
- Students seek out the best professors on the best projects when getting their Masters or PhD, but when they look for jobs, they focus on money, perks, and titles. However, the only thing that can make a job truly amazing or a complete waste of time is the people. Focus on understanding your field and use that knowledge to create connections with the best of the best, people you truly respect. Your heroes. Those rock stars will lead you to the career you want.
- Follow your curiosity. Once you’re armed with that knowledge, then you can start hunting down the people who are the best of the best and trying to work with them.
- Make a connection. Continue to share something interesting. Something smart.
- Be persistent and helpful. Not just asking for something but offering something. You always have something to offer if you’re curious and engaged. You can always trade and barter good ideas; you can always be kind and find a way to help.
1.4 Don’t (only) look down
- Look up – look beyond the next deadline or project and forward to all the milestones coming up in the next few months. Then look all the way down to your ultimate goal: the mission. Ideally it should be the reason you joined the project tin the first place. As your project progresses, be sure the mission still makes sense to you and that the path to reach it seems achievable.
- Look around – Get out of your comfort zone and away from the immediate team you’re on. Talk to the other functions in your company to understand their perspectives, needs, and concerns. This internal networking is always useful, and it can give you an early warning if your project is not headed in the right direction.
- The sooner individual contributors look up, the faster and higher they’ll advance in their career.
- Your job isn’t just doing your job. It’s also to think like your manager or CEO. You need to understand the ultimate goal. That’s helpful in your day-to-day – knowing your destination lets you self-prioritize and make decisions about what you’re doing and how you’re doing it.
- Start with internal customers. You’re somebody’s customer – so talk to whoever is doing work for you. Try to understand what their roadblocks are and what they’re excited about.
Part II: Build Your Career
2.1 Just Managing
- You don’t have to be a manager to be successful. There are alternatives that will enable you to get similar pay and authority.
- Remember that once you become a manager, you’ll stop doing the thing that made you successful in the first place. Instead, you’ll be digging into how others do them, helping them improve. Your job is lots of communication x34, recruiting, hiring, and firing, reviews, one-on-ones, setting goals, conflict resolution, and how can I help you?
- Being a manager is a discipline. Management is a learned skill, not a talent. You’re not born with it. You’ll need to learn a whole slew of new communication skills and educate yourself with websites, podcasts, books, classes, or help from mentors and other experienced managers.
- Being exacting and expecting great work is not micromanagement. Your job is to make sure the team produces high quality work. It only turns into micromanagement when you dictate the step-by-step process by which they create that work rather than focusing on the output.
- Honesty is more important than style. You can be successful with any style as long as you never shy away from respectfully telling the team the uncomfortable, hard truth that needs to be said.
- Don’t worry that your team will outshine you. It’s your goal. You should always be training someone on your team to do your job. The better they are, the easier it is for you to move up and even start managing managers.
- When you’re a manager, 85% of your time should be spent managing. If it’s not, then you’re not doing it right.
- As a manager, you should be focused on making sure the team is producing the best possible product. The outcome is your business. How the team reaches the outcome is the team’s business. When you get deep into the team’s process of doing work rather than the results, that’s when you dive headfirst into micromanagement.
- You have to find what connects with your team. How can you share your passion with them, motivate them? The answer comes down to communication. You have to tell the team why. Why am I this passionate? Why is this mission meaningful?
2.2 Data vs. Opinion
- Data driven – you can acquire, study, and debate facts and numbers that will allow you to be fairly confident in your choice. These decisions are relatively easy to make and defend and most people on the team can agree on the answer.
- Opinion driven – You have to follow your gut and your vision for what you want to do, without the benefit of sufficient data to guide you or back you up. These decisions are always hard and always questioned.
- Many people don’t have either a good gut instinct to follow or the faith in themselves to follow it. It takes time to develop that trust. So, they try to turn an opinion-driven business decision into a data-driven one. But data can’t solve an opinion-based problem. So, no matter how much data you get, it will always be inconclusive. This leads to analysis paralysis – death by overthinking.
- When there are times one person has to make the final call, it’s your responsibility as a manager or a leader to explain that this isn’t a democracy, that this is an opinion-driven decision and you’re not going to reach the right choice by consensus.
- Tell the team your thought process. Walk through all the data you looked at, all the insights you gathered, and why you ultimately made the choice. Take people’s input. Listen, don’t react.
- “I understand your position. Here are the points that make sense for us, here are the ones that don’t. We have to keep moving in this instance and I have to follow my gut. Let’s go.” Communicate the why behind the decision and move on.
- Most people don’t even want to acknowledge that there are opinion-driven decisions or that they have to make them. Because if you follow your gut, and your gut is wrong, then there’s nowhere else to cast blame. But if all you did was follow the data, and you still failed, then clearly something else was wrong. Someone else screwed up. This is often a tactic for people who are trying to cover their asses.
2.3 Assholes
- When dealing with assholes, deal with them in this order:
- Kill’em with kindness – give them the benefit of the doubt and make sure you’re not the problem. See if you can rearrange things to no longer hear their input.
- Ignore them – stop involving them in your decisions. Ask for forgiveness, not permission.
- Try to get around them – find others that agree this person is an asshole and talk to their peers, HR, talk to their boss.
- Quit – tell HR and your boss that you can no longer work with this person. If you’re valued and useful, leadership will probably scramble and try to keep you and find a way to diffuse the situation.
- How to stop political assholes – need to build an alliance and make a plan to step up your game. Need to craft a good story and walk into meetings to support each other. Gather up data to back up word against theirs.
2.4 I Quit
When you know you should quit:
- You’re no longer passionate about the mission. You’re staying for the title/paycheck, but every hour at the desk feels like eternity, then save yourself. Whatever you’re staying for is not worth the soul-sucking misery of a job you cannot bear to get out of bed for.
- You’ve tried everything. You’re passionate about the mission, but the company is letting you down. You talked to your manager, other teams, HR, senior leadership. Your project is going nowhere, or your manager is impossible, or the company is falling apart. Leave the job and find another team on a similar journey.
- Find a natural breakpoint in your project – the next big milestone and aim to leave then.
- Network with people. Not to find a new job, but because you’re naturally curious. You want to know how other teams at your competitors work and what people do. You want to see how your competitors are taking a different approach. Talk to your business partners, customers, their customers, etc.
- Have a good story for your next role and what your next job needs to be inspiring: this is what I want to learn, this is the kind of team I want to work with, this is part of the mission that truly excites me.
Part III: Build Your Product
3.1 Make the Intangible Tangible
- Don’t just make a prototype of your product and think you’re done. Prototype as much of the full customer experience as possible. Make the intangible tangible so you can’t overlook the less showy but incredibly important parts of the journey. You should be able to map out and visualize exactly how a customer discovers, considers, installs, uses, fixes, and even returns your product. It all matters.
- Don’t tell me what’s special about this object. Tell me what’s different about the customer journey. The whole user experience.
- Ask: why should I care? Why should I buy it? Why should I use it? Why should I stick with it?
- Create customer personas with names, faces, kids, interests, jobs, what brands they love, etc.
3.2 Why Storytelling?
- A good product story features three elements:
- It appeals to peoples rational and emotional sides.
- It takes complicated concepts and makes them simple.
- It reminds people of the problem that’s being solved – it focuses on the “why.”
- The “why” is the most critical part of product development – it has to come first. Once you have a strong answer for why your product is needed, then you can focus on how it works. You can’t just hit the customers on the head with the “what” before you tell them the “why.”
- Why does this thing need to exist? Why does it matter? Why will people need it? Why will they love it?
- Appeal to emotions: connect with something they care about. Their worries, their fears. Or show them a compelling vision of the future. Walk through how a real person will experience the product.
- Analogies can be such a useful tool in storytelling: “1,000 songs in your pocket” from Apple.
3.3 Evolution vs. Disruption vs. Execution
- You can continue evolving a product for a while, but always seek out new ways to disrupt yourself.
- To maintain the core of your product there are usually one or two things that have to stay still, while everything else spins and changes around them. You need some constraints to force you to dig deep and get creative, to push envelopes you hadn’t thought to open before.
- When you can see the competition nipping at your heels, you have to do something new. You have to fundamentally change who you are as a business. You have to keep moving.
3.4 Your First Adventure – and Your Second
- When you launch, you will be guided by vision, customer insights, and data (in that order.)
- Once you start iterating on a second version, you will still be guided by the same tools, but in different order: data, customer insights, and vision.
- Write a press release. Write it when you start. To write a good press release you have to focus. The press release is meant to hook people. You have to get their attention. You have to be succinct and interesting, highlight the most important and essential things that your product can do. Consult with marketing and PR people if you have to. They’ll help trim it down to the essentials.
3.5 Heartbeats and Handcuffs
- Plan your project in bigger chunks – weeks, months – not half days things will take. Nobody can accurately estimate their time or all the steps they’ll need to perform.
- Make your schedules predictable. Allows your team to know when they should be head down working and when they should be looking up to check with other teams to make sure they’re headed in the right direction.
3.6 Three Generations
- Products go in three stages – V1 is finding product/market fit. V2 is getting the product fixed up and properly marketing it to a wider audience. V3 is then optimizing the business so it can be sustainable and profitable.
Part IV: Build Your Business
4.1 – How to Spot a Great Idea
Three elements to every great idea:
- It solves for “why.” Long before you figure out what a product will do, you need to understand why people will want it. The “why” drives the “what”
- It solves a problem that a lot of people have in their daily lives.
- It follows you around. Even after you research and learn about it and try it out and realize how hard it’ll be to get it right, you can’t stop thinking about it.
- The best ideas are painkillers, not vitamins.
- Vitamin pills are good for you, but they’re not essential. You can skip your morning vitamin for a day, a month, a lifetime and never notice the difference.
- But you’ll notice real quick if you forget a painkiller. Painkillers eliminate something that’s constantly bothering you. A regular irritation you can’t get rid of.
- The “why” always has to be crisp and easy to articulate. You have to be able to easily, clearly, persuasively explain why people will need it.
4.2 – Are You Ready?
- You can survive for awhile without a team. But you can’t make it without a mentor.
- Find at least one person who you deeply trust and who believes in you. Not a life coach or an executive leadership consultant or anyone that charges by the hour (and not your parents). Find an operational, smart, useful mentor who has done it before, who lives you, and wants to help.
4.4 – You can only Have One Customer
- You can only serve one master. You can only have one customer. The bulk of your focus and the whole of your branding should be for consumers or business, not both.
- Understanding your customers – their demographics and psychographics, their wants, and needs and paint points if the foundation of your company. Your product, team, culture, sales, marketing, support, pricing – everything is shaped by that understanding.
- For the vast majority of businesses, losing sight of the main customer you’re building for is the beginning of the end.
4.5 – Killing Yourself for Work
- Personal balance while working: to reach some level of personal balance, you need to design your schedule, so you have time to eat well (hopefully with family and friends), exercise or meditate, sleep, and briefly think about something other than the current crisis at the office.
- Whenever someone has a great idea, I’d write it down. Next to the list of that week to do list and tasks, there was a working library of all the things we couldn’t wait to begin. Great for team morale (paid attention to their ideas and kept thinking about them).
- Every Sunday evening, I would go through my handwritten notes, reassess, and reprioritize all my tasks, rifle through the good ideas, then update those papers on a computer and print out a new version for the week.
- When there’s too much, things have to be prioritized and forced to keep my eye on the bigger goals and milestones ahead of us, not just the fires at our feet.
- Then Sunday night, I’d email the whole list to my management team. Each item had a name on it. Everyone could look at the top of the list to see what I’d be focused on that week, what they were accountable for, and what the next major milestone was.
- And every Monday, we’d have a meeting about it (4 Disciplines of Execution Method).
- Started as a one-sheeter and grew top eight pages, to ten pages.
- Schedule time on your calendar dedicated to feeling human.
- 2-3x a week – block parts of your schedule during your workday so you have time to think and reflect. Meditate. Read the news on some subjects you don’t work on. Learn, and stay curious.
- 4-6x a week – Exercise. Go biking or running or weighting or cross-training or just take a walk.
- Eat well – Don’t eat too much – don’t eat too late. Cut down on refined sugars, smoking, alcohol. Just try to keep yourself from physically feeling like garbage.
4.6. Crisis
- Keep your focus on how to fix the problem, not who to blame. That will come later and is far too distracting early on.
- As a leader, you’ll have to get into the weeds. Don’t be worried about micromanagement – as the crisis unfolds, your job is to tell people what to do and how to do it. However, very quickly after everyone has calmed down and gotten to work, let them do their jobs without you breathing down their necks.
- Get advice. From mentors, investors, your board, or anyone else you know who’s gone through something similar. Don’t try to solve your problems alone.
- Your job once people get over the initial shock will be constant communication. You need to talktalktalk (with your team, the rest of the company, the board, investors, and potentially press and customers) and listenlistenlisten (hear what your team is worried about and the issues that are bubbling up, calm down panicked employees). Don’t worry about overcommunicating.
- It doesn’t matter if the crisis was caused by your mistake or your team or a fluke accident, accept responsibility for how it has affected customers and apologize.
Part V: Build Your Team
5.1 – Hiring
- Three Crowns: Crown 1 – interview with hiring manager. Crowns 2 and 3 were managers of the candidate’s internal customers. Feedback is collected, shared, and discussed and the Three Crowns meet to decide to hire.
- Fadel interviews to understand who they are, what they’ve done, and why they did it.
- Most important question – what are you curious about? What do you want to learn?
- Why did you leave your last job? (Need clear and crisp story) If they complain about a bad manager or being the victim of politics, I ask what they did about it. Why didn’t they fight harder? And did they leave a mess behind them? What did they do to make sure they left in the right way?
- Why do they want to join the company? Need compelling story, about what they’re excited about, who they want to work with, and how they want to grow and develop.
- Pick a problem to solve together. Choose a subject that both of you are familiar with but neither is an expert in. Understand what questions do they ask? What approaches do they suggest? Do they ask about the customer? Do they seem empathetic or oblivious?
- You need to move quickly from “this isn’t working” to “now I’m going to do everything I can to help you find a job you like that’s better for you.”
- Fadel interviews to understand who they are, what they’ve done, and why they did it.
5.3 Design for Everyone
- Deploy design thinking – identify your customer and their pain points, deeply understand the problem you’re trying to solve and systematically uncover ways to solve it.
- Ask why at each step – why is it like this now? How can it be better?
- Think like a user who has never used tried this product before; dig into their mindset, their pain and challenges, their hopes and desires.
- Break it down into steps and set all the constraints up front.
- Understand and tell the story of the product
- Create prototypes all along the way.
- Avoid habituation – Life is full of tiny and enormous inconveniences that you no longer notice because your brain has simply accepted them as unchangeable reality and filtered them out (fruit stickers on apples). As a designer, you stay wake to the many things in your work and life that can be better. You find opportunities to improve experiences that people long ago assumed would just always be terrible.
5.4 A Method to the Marketing
- Marketing cannot just be figured out at the very end. It should be put together from the very beginning. You should continue to use marketing to evolve the story and ensure they have a voice in what the product becomes.
- Use marketing to prototype your product narrative. This should happen in parallel with product development – one should feed the other. Create a messaging activation matrix.
- The best marketing is just telling the truth.
5.5 The Point of PMs
- Product managers or product marketing managers – most important role is to be the voice of the customer. They also figure out what the product should do, create the specs, work with teams to be worked on and brought to market, and messaging. Hardest people to find – they have to understand all aspects of the business.
- Project Manager – coordinates tasks, meetings, calendars, and enables individual projects to get done on time. Also important for the project manager to alert of potential problems that can stall or derail the project and to help find solutions.
- Program manager – oversees groups of projects and project managers, focusing on both long-term objectives and short term deliverables.
Part VI: Be CEO
6.1 Becoming CEO
- The job is to give a shift. To care. About everything.
- Th other commonalities of successful leaders are just as straightforward:
- They hold people (and themselves) accountable and drive for results.
- They’re hands-on, but to a point. They know when to back off and delegate.
- They can keep an eye on the long-term vision while still being eyeball-deep in details.
- They’re constantly learning, always interested in new opportunities, new technologies, new trends, new people. And they do it because they’re engaged and curious, not because those things end up making them money.
- If they screw up, they admit it and own their mistakes.
- They’re not afraid to make hard decisions, even when they know people will be upset and angry.
- They (mostly) know themselves. They have a clear view of both their strengths and challenges.
- They can tell the difference between an opinion- and data-driven decision and act accordingly.
- They realize that nothing should be theirs, even if genesis was with them. It all has to be the teams. The companies. They know their job is to jubilantly celebrate everyone else’s successes, to make sure they get credit for them, and to hold little for themselves.
- They listen. To their team, to their customers, to their board, to their mentors. They pay attention to the opinions and thoughts of the people around them and adjust their views when they get new information from sources they trust.
6.2 – The Board
- If there was any potential surprising or controversial topic, the CEO should go to every board member, one-on-one, to walk them through it before the meeting. That allowed them to ask questions offer different perspectives, and then the CEO had time to take those thoughts back to the team and revise their thinking, presentation, and plan.
6.3 Buying and Being Bought
- Trust, but verify. Assume people have the best intentions, then make sure they’re following through on them.
6.4 – Fuck Massages
- Benefits are things that really matter and make an impact to your employee’s lives (401K, health insurance, maternity leave, etc.). Perks are pleasant surprises that feel special and novel (free food, parties, gifts, etc.).
- Some people can become obsessed with believing perks to be a right, not a privilege. Then when times get tough, they become outraged that their “rights” are being taken away.
- When people pay for something, they value it. If something is free, it is literally worthless. So, if employees get a perk all the time, then it should be subsidized, not free.
- If something happens only rarely, it’s special. If it happens all the time, the specialness evaporates. So fi a perk is only received occasionally, it can be free. But you should make it very clear that this is not going to be a regular occurrence and change up the perk so that it’s always a surprise.