Adii Pienaar
Premium

The Entrepreneur's Privilege

I've been feeling incredibly blessed of late and feel that - as an entrepreneur and business owner - I have quite a few privileges. If I made a list of those today, these would be the recent highlights:

  • I get to hack my life, make my own rules and make things better.

  • Earlier this month I was in Boston for Business of Software and I got up at 6am to go for a run in the hotel gym. It was still dark out, but as I was running on the treadmill and looking out on a new, unexplored city, I just felt incredibly honoured to have the opportunity to get invited to speak at conferences like BoS and travel the world for my business.

  • We've had the whole WooThemes team (up to 26 now) in Cape Town the last couple of days and it's been amazing to spend time with my "work family". I'm privileged to be a senior member of that family and to be the "provider" (in a way), which helps my family pay their bills and fund their lives.

I keep reminding myself of this, especially in times when I feel down and I feel like it's not all that it's cut out to be running a business. These privileges however underline the motivation for getting into business in the first place.

Premium

We've Broken This Startup Thing

A couple of weeks ago I wrote about how our ideals & idols are totally broken and that we needed to re-evaluate how we work on & within online / digital / technology companies.

So I was quite sad to see another idol admitting that same brokenness. [1]

I'm trying to figure out when & why it became so acceptable for us to:

  • Leave the office at 7pm AND then go home to work some more.
  • Not take any kind of non-working holiday.
  • Working every single weekend.
  • Compromise on every, single aspect of our lives in favour of work.

The thing is that this has really become the norm within our industry, so whenever a new entrepreneur or startup employee want to figure out how they're supposed to succeed, we tell them to "Hustle!". We direct them at the most prominent & experienced bloggers within our space, who will perpetuate this "work/life balance isn't really important; you just need to work really hard" BS.

Even though I've seen more & more entrepreneurs speaking out against this recently, their voices are literally being drowned out by the mad-hustling-rush of the crowd.

Be the change you want to see in the world

Cliché I know, but I figured that I needed to change first before I could speak up about this. In the past 2 months I've found a drastic improvement within my own life due to various changes that I've made. And I'm so much happier because of it.

Here's some of the changes that I've made: [2]

  • I removed e-mail from my iPhone. Completely. I'm not even logged into my Gmail / Google accounts, so can't just fire up Safari and read mail. This has greatly reduced my "dependency" to be connected and I've managed to mentally shut off from work so much easier. (h/t Harj Taggar)
  • I try be at the office at 7am and then I make sure I'm home at around 4pm. Once home, I don't touch my computer at all for anything. Even "I quickly want to check tomorrow's weather" turned into quickly checking in on work. So I removed the temptation completely.
  • I try not to touch work at all on weekends, meaning I don't even discuss ideas / challenges / plans with my wife on weekends.
  • I've forced myself to delegate more tasks to team members and not take responsibility for things that I don't have to be responsible for. As CEO this is hard, as these things ultimately come back to me, but I'm trying to trust my team more.
  • Most things aren't important and I don't need to spend time (physical or mental) dealing with those things now. This mantra applies especially to e-mail.
  • When I spend time with my wife or son, I just spend time with them. I fully immerse myself in that moment and I try being the best husband or dad that I can be within that moment. This challenge has become a "game" to me and appeals to my ambitious nature, which has given me an alternative outlet (for that ambition) instead of relying on my work for that fulfillment.
  • I exercise more, I take Magnesium supplements to sleep better and I take vitamin supplements to keep me energized during the day.
  • I've picked up film photography as a hobby and ultimately a positive distraction from work.

These may not work for everyone, but I could recommend that you try only one thing, it would be to remove e-mail from your mobile devices; it's so easy to do, but has such a big impact in effecting a change in your life.

I also wholeheartedly agree with Micah Baldwin that things don't need to be in balance to be in balance. Balance is whatever makes you happy at any given time.

Ultimately it's not even about making any changes, but at the very least re-evaluating why & how you are living your life. This "more, better, quicker"-mindset is becoming old and it's become very evident that it's not sustainable for any kind of long-term period.

We can create & breed better life habits. To get there though, we need to question everything & re-learn what we thought we knew about working, living and finding a happy balance.

[1] I've never met Rand personally and would love to do so one day. The post and link wasn't meant to call him out in any way and instead I applaud him for wanting to make a change & being open / transparent about that.

[2] I've not perfected all of these, but I've already experienced a significant change in my life.

Premium

Minimum Viable Band-Aids

On 1 October we did something spectacular and totally unheard of (at least in terms of our own history) at WooThemes: we launched a complete overhaul & redesign of WooThemes.com in only 2.5 months. We re-did absolutely everything: redesigned every single page, stripped out our backend, replaced with a new system and migrated all of our old data across.

And oh my [insert expletives here], has it been the most painful experience since... We've had to fix so many bugs that were out in the public domain and our support channels have been over-run. It's really been bad.

Ask me whether I will do that again and I will say "Yes!" with the kind of gusto and confidence that belies the challenges we've faced since 1 October. That "Yes!" is entrenched in my opinion that you need to feel the pain, because that pain becomes the incentive to put a band-aid on it and stop the bleeding.

The fact is that this has been a major improvement for us as a team. The previous time we embarked on such an adventure, it took us 18 months to get to the point where we could publicly launch this thing. 18 to 2.5 months means a 720% improvement. :)

During the project, the decision to set a fixed launch date / deadline (for 1 October) and now in hindsight, I'm reminded by Reid Hoffman's famous quote:

"If you are not embarrassed by the first version of your product, you’ve launched too late."

I'm also reminded by Matt Mullenweg's experience (from "1.0 is the Loneliest Number" of how that "one more thing"-mentality totally derailed WordPress' progress in 2006, which felt like exactly the problem we had when we previously overhauled our website.

It's not been pretty and it's not been great for our customers (which IMO is the only downside to this). But it's been one massive learning curve and - as a team - we've never been so agile in iterating, fixing things and making everything better.

I'm so enamoured with the positives from this experience, that my mind wants to make me believe that there is no other way to go about this: launch early, be embarrassed, feel the pain and then put a Band-Aid on it. Simple.

On the other hand, this post might just be the result of the endorphines I'm feeling from an obviously painful 3 weeks...

Premium

The Greatest Hits Are Obvious

A couple of months ago I was listening to the Emerging Music Chart (by We Are Hunted) on Spotify, in an effort to discover some new music. I can remember the second song on that playlist: Some Nights by Fun.

When I first heard the song, something immediately struck me about it. It wasn't that it was perfect in my taste of music, and neither did it sound like a masterpiece. It was a bit different to what I had been listening to at the time perhaps, but on first listen and in terms of my logic reasoning, the song was unremarkable.

Yet I listened to it over & over again, which eventually lead to listening the entire album. A couple of full cycles through the whole album later and I was really into Fun.

The remarkable thing was that this happened about 8 months ago. Fast-forward to today and Some Nights - along with a couple of other songs by Fun. - have been on mainstream radio charts worldwide for quite some time.

8 months ago, I was sucked into Fun., because the song had obvious hit qualities despite it being recognized as such (by myself, my peers or music critics). Subconsciously my mind had made a decision that this song (and then the album) was really good, even before I could logically & objectively come to the same conclusion.

Startups, Ideas & Greatest Hits

Months after this realization first dawned on me, I kept coming back to what had happened and how I had discovered a hit song before it was a hit.

I tried to look at the history of great hits, but couldn't necessarily find any examples that would help me explain this (especially since musical hit creation has become more a robotic art of marketing, than the art of creation itself).

The only thing that I could really pin-point was this notion that the greatest hits were obvious.

This notion immediately had my entrepreneurial mind considering how this would apply in the world of startups, where ideas are a dime a dozen, yet so little startups actually succeed (due to bad execution, a bad idea or both).

I've seen so many startups eventually launch, which make me say to myself: "Shit! I should've thought of that! It's such a brilliant idea."

Does that reaction tell us something about ideas & how we spot the truly great ones? Maybe. Yet in my experience, that reaction is been one mostly born out of hindsight, which we all know eventually becomes an exact science.

I also considered the early days of WooThemes, where the Founder & Managing Director of my firm (to this day, my only corporate gig) declined the opportunity to bring WooThemes in-house as they didn't think the idea was that great. Fast-forward 4 years and it's a multimillion dollar business.

So maybe WooThemes wouldn't make a Greatest Hits list, which would probably include the likes of Facebook, Google, Twitter etc. But surely it wasn't an idea that should've been marked as spam?

Judgement by Pop Culture

Getting nowhere closer to actually quantifying why some ideas become greatest hits and others get marked as spam, I cycled back to Fun. & what eventually made their song(s) Greatest Hits.

Fun. became popular, because they were acknowledged & listened to by millions. In the startup-world, this would be the equivalent of having thousands of revenue-generating customers. They didn't write the song knowing it would definitely become a hit, because there is no recipe; just like no startup - regardless of how great the idea is - is guaranteed to succeed.

So if there were no logical, objective and conscious way for me to judge whether Fun. would ever get the traction they eventually did, there's only one thing that could've influenced my decision-making: intuition.

Intuition is the sum of many things (amongst others): preference, knowledge, experience & personality. Intuition is the occurrence where your mind is making a decision based on all of these inputs and stored "data", before our conscious is even sure what's going on.

In Malcolm Gladwell's book, Outliers, he suggests (with enough data to drive a concrete argument home) that that split-second decision made on intuition and your gut feel is more often right than it is wrong.

Doing It Wrong

And it's with this realization about ideas and how I've been judging them, that I think I've been doing it wrong. Or at the very least, I could've been doing it better.

Instead of relying on intuition to gauge the merits of ideas, I've focused on using external validation techniques: Customer Development, data analysis, determining product/market-fit, determining the size of the market / opportunity etc.

Data-driven decision-making. No intuition, no dreaming; just cold-hard facts that I could use to validate any notion that I had.

The reality is that I've not had that "Aha!"-moment about an idea, where I think that idea is truly fantastic, in quite a while. Yet, based on my validation techniques I've pursued many of those ideas that my sub-conscious had dismissed.

My track record reads something like this:

  • WooThemes continues to grow and we're getting better every day. The success rate of new products are however still closer to 50% than it is 100%.
  • I had sunk $250k into Radiiate, because we were tackling "obvious" gaps in the market. None of them had enough traction to build a business.
  • I've made a couple of promising startup investments, none of which are mature enough to gauge success.

So not having any proof that my intuition is good at spotting a greatest hit (except obviously for recognizing that Fun. were gonna be great months before they hit the mainstream), I'm left with this: Great ideas remain great ideas. And the greatest ideas are obviously great at first sight.

I may be right in that notion or I may be way off the mark (in which case, I'll be back to the drawing board, figuring out better validation techniques).

But in a battle of head vs heart, I'll have a lot more respect for my intuition when I consider new ideas.

Premium

Make Your Customers Pay

I've been thinking about this a lot lately and it's come up in so many conversations I've had about anything that even remotely sounds like a freemium model.

At WooThemes, we have quite a few free products which is some kind of freemium incarnation: the free products help us with distribution, but there's no obvious paid plan or product to which you can upgrade. As such, we've always limited the amount of support we're willing to give to users of our free products, but we've never just said "No!" completely. The reason being that we'd hoped that by going over-and-beyond and actually helping those users a little bit, we're giving them a great, first impression of Woo, which means they hopefully spend money with us in future.

The only problem is that this doesn't work. We've seen a very small percentage of free users ever pay us anything. And obviously, once you've helped them a little bit, they expect that favour over & over again.

So I say, fuck it! I've personally stopped helping these users on technical issues (pre-sales questions are fair game obviously) and have also instructed my Support Team to be more ruthless in this regard.

When I get these help requests, I send out a generic e-mail:

Thank you for your enquiry.

Please note that we do not provide support for any of our free products and that our support resources are only available for paying WooThemes customers.

You can gain access to our support resources in one of the following ways:

1) If you are using one of our free themes, you can purchase any of our other themes (Standard or Developer Package). This will automatically give you access to support for our free themes as well.

2) If you need support for WooCommerce, you can purchase either one of our WooCommerce themes or any of our WooCommerce extensions. Once you have done so, we will be happy to provide you with support for WooCommerce core as well.

3) If you need support for WooDojo, you can purchase any of our paid products. We provide support for WooDojo to all WooThemes members, regardless of what they have purchased from us.

I've not become a heartless, bottomline-driven dick, but I have decided to draw a line in the sand.

True customers WANT to spend money with you. They want to spend that money, because we (as humans) are inherently wired to reciprocate the value that we receive. True customers also understand that you have a business to run here, with bills & salaries to pay. Heck, they understand that they are running their own business, making money off your product / service and as such they should most definitely be paying you.

This is just the standard barter / trade agreement that we've seen in society for decades. We're not suddenly bucking a trend by asking our customers to pay us.

So make your customers pay.

And if they're not willing to pay you, then they're not your customers.