Archive for the 'Old Posts' category

When did you last get amazing customer service?

NickN| May 9, 2009 10:40 am

Amazing customer service is so rare that when I experience it, it really stands out.

 

1.  Shaw Sanitation

Last week, I was late wheeling out the trash.  I usually try to remember to take it out the night before, but it didn’t happen.  I saw the truck go by just as I started to head for the curb.  The guys on the back of the truck saw me and had the truck back up at least 200′ just to grab my trash.

 

2.  Maui Jim Sunglasses

I’m a little photosensitive (perhaps because I grew up in a country where you don’t see the sun much?) so good sunglasses are something I’m willing to invest in.  I had a fantastic pair of super light weight Maui Jim’s for 18+ months when they broke.  I called their customer support line and they told me they would fix them for free if (a) they were less than 2 years old and (b) if I could find my receipt.  Needless to say I couldn’t find it.  Should’ve used Shoeboxed.  I called back and the service rep asked for the model number of the glasses.  She looked it up and told me that the style was less than 2 years old, so they would just go ahead and repair the glasses without the receipt.

 

3.  Apple

I’m no Apple fan boy, but I can’t imagine the following happening with HP or Dell.  I have a white MacBook that has been suffering from the dreaded cracking problem.  Even though it is two years old, Apple repaired the faulty part at no cost.

 

There are some common threads worth noting here. 
1. All three companies went out of their way to keep me happy. This kind of service doesn’t happen by accident — all three have clearly made a commitment to customer service.
2. The focus was on solving a problem, not passing the blame.
3. In all three cases, the front line employees were empowered to make decisions.  No bureaucracy, just action. 

 

How many of those traits exist in your company?

Fond childhood memories…

NickN| May 7, 2009 11:57 pm

My 3 year old has been enjoying some of the shows I watched as a kid.  There’s nothing quite like low budget BBC kids shows from the ’70’s…

This one was “too scary” according to today’s audience, but a classic none the less…  And if you’ve never seen this before, you may gain a sudden understanding of why some Brits are just a bit odd ;-)

Mmmmm…. Tasty.

NickN| May 2, 2009 4:53 pm

I’ve been known to cook occasionally.  I’ll leave the jury out as to whether that’s a good thing or not, but there’s a site I came across the other day that is a wealth of tasty looking food.

http://www.tastespotting.com/

The site is an aggregator for recipes, or to put it better in their own words:

Founded on the idea that we eat first with our eyes, TasteSpotting is our obsessive, compulsive collection of eye-catching images that link to something deliciously interesting on the other side. Think of TasteSpotting as a highly visual potluck of recipes, references, experiences, stories, articles, products, and anything else that inspires exquisite taste.

The site was launched in January 2007 and is run by Sarah of The Delicious Life and a small group who just likes to be called “The Team.”

We don’t use the term “potluck” for the hell of it. Everyone brings something to the party here: the user community submits images/links from around the web and the editorial team reviews the submissions. What finally gets served up on the site is a beautifully refined set of the community’s contributions.

Lots and lots of tasty goodness… and quite a few that even I could cook.  For the cooking-challenged engineering inclined among you, I bet you can make this:

http://www.foodiewithfamily.com/blog/2009/04/30/bananas-brulee-simple-delicious-sweet-tooth-satisfaction/

Enjoy!

No, Really, it’s Not All About Size…

NickN| May 1, 2009 10:10 am

Riding the conceptual coat-tails of my last post…  I’ve been spending some time lately thinking about company size.  A few different events have been fueling my thoughts:

1. Attending the Triangle Gaming Conference

I’ve been out of video games for 8 years at this point, but for a variety of reasons I’ve been getting pulled back towards that industry again.  When I left, one of the hot issues was growth for the sake of growth.  The game side of Rainbow Studios had grown from 30-40 people to 120 so we could “do more titles”.  The reality was that we failed miserably to manage more than two projects at a time with any level of efficiency.  Teams got bloated, budgets got burned up, deadlines were missed etc etc etc.  While gross revenues went up, our margins definitely went down and life became a lot less fun.

 

2. Reading “Snowball”, the biography of Warren Buffet

If ever you want to read about single minded focus, absolute thriftiness and insane return on investment, check out Mr. Buffet’s life story.  The original partnership behind Berkshire Hathaway started with about $100,000.  The market cap of Berkshire Hathaway today is $145 BILLION.  And the company is managed by a handful of people in a relatively small office in Omaha, Nebraska.

 

3. (Still) Reading a biography of Sam Walton (the Wal in Walmart).

Like Buffet, the single minded focus and absolute thriftiness is remarkable.  But also like Buffet, so was the focus on size and efficiency.  When there were a dozen Walmart’s in existence (plus a handful of other variety stores that Walton owned), the business was doing about $10M a year in revenue.  Each store had a single manager and they all reported to Walmart  HQ.  The headquarters was a tiny office in Bentonville, AR, with FIVE staff, three of whom handled the accounting (no computers at that time).

In my own experience, teams much larger than 20-25 people are very difficult to manage with any real efficiency, and even that size gets pretty tough.  The work you can get done with a strong team of 2-5 is often far greater than what a team of 10 or more can accomplish, provided you have some focus.

One of the negative legacies of Web 2.0 and excessive/exuberant VC funding is the concept that you have to be big to win.  And just as VC funding isn’t the only way to build a business, growing huge isn’t the only way to be successful either.

Besides, growth is also a one way street:  you can always grow bigger if you have to, but getting smaller always hurts.

Early Stage Funding and My New Set of Allergies…

NickN| April 28, 2009 10:27 am

Ready for some new-found religious fervor?  This was conjured up by a combination of recent events, ancient history and good old fashioned navel gazing while my newest daughter gets the hang of sleeping through the night.

In short, I believe I’ve become allergic to early stage funding, especially VC funding.  Before I get to the nitty gritty, I should state for the record that there are a number of VCs I’ve met that I have a great deal of respect for.  They add a lot of value to the companies they fund and the world is definitely a better place with them around.  But I am increasingly convinced that early stage VC funding is simply a terrible idea for the vast majority of  startups.  

I’ll get to the kinds of companies that might need VC money in a bit.  First, let me run through three recent events that triggered my new found allergies.

 

EVENT 1 — OMG, SERIOUSLY?? 

On April 18, Venturebeat had a great article about the state of Venture Financing deal terms.  Here’s a juicy exerpt:

In recent months we have seen a resurgence of term sheets calling for preferred stock with a senior liquidation multiple (e.g., 2-3 times an investor’s initial investment), often together with “full participation” with common stock after the liquidation preference is paid out. This means that when a company is sold, the holder of preferred stock (i.e., venture investors) will be entitled to 2-3 times its initial investment before any holders of common stock (i.e., founders and employees) receive proceeds, and then will share any remaining proceeds with the common holders on a pro rata basis.

Let’s do the math here.  Say a VC puts $2M into your company based on a $4M pre-money valuation i.e. they own 1/3 of the company when the deal is done.  Along comes an exit offer for $30M.  Normally you might wait, but in today’s uncertain times you decide to take the deal.  You might think that 1/3 goes to the VC and the remaining $20M goes to you and your buddies…  But not if you’re stuck with the newly resurgent liquidation multiples.  Under the kind of terms mentioned above, $6M comes off the top to the VC, leaving $24M, of which $8M (1/3) also goes to the VC (and possibly more depending on all kinds of details in your deal).  So out of $30M, $14M is gone before anyone on the team gets a look in.  That’s also before legal costs and other gems that will quickly eat through the balance.  If you’re holding 5-10% of the company, you might have been expecting to see $1.5-3M from the deal. In reality you’re looking at a best case of $1.2-2.4M, or 80% of what you expected.

Okay, $1.2M doesn’t sound so bad, right?  But wait…  You probably had options so that there were vesting periods etc.  If you’re holding options instead of actual stock, you’ll be paying personal tax rates, not capital gains tax rates.  The difference can be a lot.  Personal tax will be 35% at the Federal level and you can bet your state will want a bite too. So already your $1.2M is down to $700k or less.

Now I know that $700k is nothing to sniff at, but if you went in to the deal thinking you were going to get $1.5M, you’d probably be pissed off.  And when you consider all of the effort that goes in to a start up, the lower salary you made and the opportunity cost of not being elsewhere it starts to look a lot less attractive.  $700k is nice, but it’s not going to change your life.  You might be able to pay off your mortgage but you’re not going to retire…

And remember, my assumption was that you held on to 5-10% of the company, which means you were most likely a co-founder and have been at this for 3-4 years…

 

EVENT 2 — OMG, SERIOUSLY?? PART 2… 

A colleague of mine recently had his company torpedoed by a wayward investor.  The investor allegedly committed fraud and so the rest of his two-part investment evaporated overnight.  That left the companyunable to fund their day to day operations and in the current economic climate no one would lend them money.  And this was a reputable investor with references…

Instant death by insolvency.  Ouch.

 

EVENT 3 — OH THE PAIN…

When I was pitching VC’s, I didn’t pitch that many compared to some folks.  But I still pitched more than enough.  The entire process is massively distracting from the business of building your business.  It eats in to every hour of every day, time that could be well spent elsewhere.  If you’re fundraising, you’re not doing anything else.  Everyone “knows” that focus is key in a startup and being focused on something other than building your business is probably not that smart…

 

So…
VC funding gets a lot of press.  It’s easy to become convinced that you have to have an investor before you can start your business, but I believe (with only the smallest number of exceptions) that if your business relies on VC funding to get started, your business idea is fundamentally flawed.

 

So what makes a company “right” for early stage VC funding?

 

1.  There’s a huge cost of entry into the market.
Pharmaceuticals take a lot of money to get to market.  They need the funding.  Building a new chip plant takes funding.  Companies that need massive consumer traction probably need funding too to pay for all the advertising they need to do.
And when I say huge, I mean huge and unavoidable, not huge and nice to have.

2.  You need to get to market fast 
Everyone wants to get to market quickly, but do you need to get to market quickly?  Usually needing to get to market quickly means a short shelf life and a lot of potential competition… and that’s not a good long term position if you’re trying to build a business.  Rushing to market also compounds risk.  Every startup moves fast.  You need to really have your ducks in a row to win while doubling down on that kind of risk. 

3.  It’s a big idea that you can really execute on (because you’ve done it before).
There’s a company based in RTP that was founded by an experienced group of entrepreneurs.  Their last company sold for $300M+ and it was in a very similar line of business to the new company.  Their dev lead is acknowledged as one of the top guys worldwide for what they do.  They’re solving a painful and expensive problem for a customer that is very willing to pay.  In short, they should be able to build something good, profitable and big.  And they can probably do it quite quickly.  With the kind of exit they are likely to have, a few percentage points won’t make a tangible difference to their individual outcomes.

 

So if you can exit “big”, conversion preferences and taxes etc become much less important.  But of course, there’s a snag… 

 

While everyone wants to believe that their idea will be huge and their company will get bought for a lot of money, that simply doesn’t reflect reality.  As the price tag for your company increases, the number of acquirers will decrease rapidly.  In one exit I was involved with, we first started shopping the company based on a value of ~$30M.  We had 12 companies express interest. Based on a significant increase in revenues, the price increased to $50M+.  The number of suitors dropped to 3. When you’re looking at a price tag in the hundreds of millions, buyers are rare.

4.  You actually have a track record managing million dollar budgets
Money can be a terrible pollutant in a startup.  A lack of money drives focus.  Without it, every day is a fight to survive.  Every decision and every purchase is critical.  With a cash safety net you are far more likely to make bad decisions, procrastinate on key decisions and invest the money poorly…  Unless you’ve done this before and know what you’re getting in to.


So What Would I Do?
This is all very well, but you want to build a business and you have no money.  What do you do?

 

For most businesses, the answer is actually simple.  Put the enormous amount of effort you were going to spend on VC funding into a simple goal: Get a paying customer.  Even if you only have one customer and they’re not paying much money, I firmly believe it’s better to have one customer than one investor.  

 

Bottom line: if you can’t find a customer who’ll buy in to your product idea, you’ve got a problem that VC funding is unlikely to solve.  Ideas are always easier than execution.  If you can’t find a customer for your idea, get a new idea…