Adii Pienaar

I'd like to share a recent exchange I had with a customer:

1. Customer notes to us that he is struggling to achieve something with our product.
2. We explain that this is currently a limitation, but immediately update & release a new version of the product to help the customer achieve their goal.
3. Customer isn't happy, e-mails us for refund.
4. [This is where I come in.] I ask the client whether the fix worked in an attempt to determine how I can help the customer.
5. Customer says they didn't try it and won't try it, because they don't want to be a guinea pig. Insists on refund, threatens with chargeback.
6. I explain that we released a fix for the problem and hence it's not about being a guinea pig; we're just doing our job & helping them out.
7. Customer ignores last e-mail, rudely threatens to publicize this and again threatens to go the way of a chargeback.
8. I issue refund and at least attempt to explain our actions in this regard & how we actually tried to help. Still awaiting response (if any is going to be forthcoming).

AirBnB just announced a whopping new funding deal worth $112 million. Sheesh. What do you do with $112 million?

I come from a bootstrapped background and I've never been close to seeing anything like that kind of money in my own business (not even on wishful projections or targets), so I have no idea how to spend $112m. If I were given a $112m investment at WooThemes right now, I would honestly not know how to spend it.

And I guess therein lies the difference... I'm co-founder of a very successful business that exceeded 40k paid users over the weekend and we are very profitable (and have been for a while). We don't however operate on the kind of level where a $100m would ever even come into a serious conversation.

Guess I have a lot to "(l)earn" yet...

In the WordPress world, there's been a trend of simply bundling as many features and as much functionality into a single theme as possible. Because more features equals more sales. Neither right or wrong...

I believe - and this is something we try implement at WooThemes - that there is always a balance in anything that we do and thus include into our themes. Some things that we could be including for example would look fantastic on paper, but could perhaps be counter-productive in how that affects the usability of the theme and subsequently the user experience.

So I drew a little graph (Photoshopped it actually, since Excel was too complicated) to explain:

[caption id="attachment_1157530265" align="aligncenter" width="300" caption="Measuring the effect of theme features against usability & user experience"][/caption]

The graph above basically shows that usability & user experience increases steadily with more theme features until it reaches it peak and then decreases thereafter at the same rate (as more features is added). This creates a pretty average-looking bell-shaped curve (for the statistics whiz kids, you can read this). 

The Analysis & Considerations

The above is obviously just an opinion, but from experience these are the considerations I included in suggesting the above graph:

• More theme features means greater flexibility in terms of what a theme can or can't do. Greater flexibility increases the usability and thus the user's experience working with the theme.
• More theme features also generally means that the codebase is extended, meaning potential code bloat which in turn impacts flexibility.
• The shape of the curve above totally depends on the audience. I suspect that for an advanced developer the curve will be flatter i.e. they'll reach the peak much quicker (developers prefer less code). For end-users though, the curve may be substantially taller, as those users prefer more features / options for greater flexibility.
• Requiring an user to install a plugin to activate or add certain features to a theme, decreases usability / user experience. Again, end-users would prefer a solution that is more out-of-box, whilst developers wouldn't flinch when tasked with an additional plugin installation.
• The implementation & execution of any feature is important: if it's done badly it will decrease usability / user experience regardless of the fact that the theme has an extra feature / option.
• A badly executed feature / option also creates a greater demand on support resources. Rather half a theme, than a half-assed theme (h/t 37Signals).
• More features / options requires an initial learning curve and the setup of a theme. I however don't think that this is contradictory to improved usability and a better user experience, as long as the process is properly documented and the UI isn't confusing. I think users would rather spend 5 minutes setting up a theme that offers them greater flexibility / functionality, than activate a limited theme which requires no setup.
• Fallbacks & defaults should be implemented i.e. if an user doesn't go through the complete setup, a minimal viable version of the theme should still be active. The setup then serves as "extra reward" by activating the rest of the functionality. This isn't a half-bad compromise between having something that basically degrades gracefully to still work out-of-box.

I don't think there's a right or wrong answer here. I don't even think that it is possible to determine where the peak on this graph would be, as there are too many non-measurable consideration that would influence it. If anything, I'd advocate caution and a balance when deciding what should go into your themes (this is also true for non-WP products).

I definitely believe that a WordPress theme shouldn't simply include any imaginable feature out there. Every WP theme shouldn't do everything. I also think the developers that potentially miss the balance do so for the supposed marketing value thereof (more features = more sales).

Opinions?

 

I'm limited. My skills are finite. Regardless of how many new things I learn, my skills set is not limitless. This obviously means that there is only a limited number of things in my life that I will be truly good at. Some skills I may be able to enhance with practice / experience and a few others I'll be able to hold my own (whilst never being great at those). Fact is, I can't do everything.

This honest self-evaluation has been especially true for in my business / work life. A couple of years ago when I co-founded WooThemes, I was a DIY-type designer / developer / jack-of-all-trades. As the business has grown though, my role has evolved significantly and I'm now the "business guy" at WooThemes (main reason being that this is something I'm much more passionate about than pushing pixels or writing lines of code).

In this role, some of my main responsibilities are marketing & business development (whatever exactly that is). Considering I did my graduate studies in accounting & only did a one year post-graduate in business strategy, neither of these two are things that I'm necessarily great at, yet I'm tasked to take care of those in a very successful business. I don't think I'm bad at those either and in fact I think I've got a bit of natural talent too. My 3+ years of experience has obviously also helped. I'm still not great though. 

So with this in mind, I've been doing a couple of things to counteract the inevitable fact that I'm simply not great at everything. Natural talent goes a long way, whilst a "student-like" mentality coupled with experience will increase the reach of that talent. None of those are sustainable though and I've identified a couple of ways in which I can avoid stagnating personally, as well as within our business:

• I believe that every single person we've hired at WooThemes, has been better than myself at something. As mentioned earlier, I was much more hands-on initially in terms of design & development, but these days that is not needed since we have incredibly talented people taking on that responsibility. I also believe that it is absolutely crucial that - as an employer - I need to trust these guys' opinion and back their decisions with conviction, because they are much more talented, skilled & experienced in those areas. If we didn't hire guys that were better than the co-founders in some way, we'd stagnate pretty quickly, since the company could only grow at the speed at which we could grow as individuals. Hiring a team that is better than you though, drives the momentum of that growth / innovation forward exponentially.
• Being based all the down in Cape Town, South Africa (read: far removed from any major tech hub) it is a challenge to make friends and have mentors in our industry. Through the years though, I've spent a lot of time building relationships online (WooThemes' success has obviously helped with this) and I have many great friends that have founded or are working at much bigger companies than ours. Whilst they don't necessarily act as an "official" advisor / mentor, they are always available to me if I have any questions or I just want to bounce an idea off them. This kinda feedback from an experienced individual is absolutely invaluable in terms of exposing myself to other ways of thinking and implementing generic strategies.
• One of the things I've been intrigued about in recent months is the notion of working with specialists to consult on specific things within our business. A couple of months ago, we worked with CoSupport to improve the way we were doing customer support. Sarah Hatter (who heads up the team at CoSupport) was previously responsible for the setup & running of 37Signals' customer service for 6-odd years. So you can just imagine the type of invaluable feedback that she & her team was able to pass onto us. The whole experience was so enriching, I'm no actively pursuing a collaborations with similarly awesome individuals to consult on other areas of our business.

I don't generally do things out of fear, because I think that fear is a relatively stupid foundation on which I can base a decision. I do however have a fear of stagnating. I want to learn more every day and every morning I want to wake up, I want to try be better than the day before. This same attitude applies to what I do in business and right now this energy is directly focused on growing WooThemes even further.

There is just however no way that I can do that without working with other people that are better than I am. Recognizing & embracing this has probably been the best decision I've ever made in business.

Everyone is working to hard. I include myself in that statement: I work too hard most of the time. Heck, in my average week I make compromises with regards to my health, my home life, my marriage and all of my friendships. All for the sake of working harder.

But what's the rush? What's chasing me / pushing me to work this damn hard?

While reading "Why Working So Hard Might Be Doing Your Startup More Harm Than Good" last night, I was reminded of a conversation I had with a friend during a visit to San Francisco last year. It went something like this:

• Friend: So do you guys also pull crazy all-nighters and massive hack sessions, with minimal to no sleep, over at WooThemes?
• Me: Nope. Why would we do that?
• Friend: That's the way startups work. You hustle all the time to get your stuff out quicker.
• Me: Nah, that doesn't really make sense to us. We prefer doing things in our own way, at our own pace. That way our jobs generate the most happiness.
• Friend: *confused look*

I know that GaryVee has made the term "hustle" massively popular and every startup founder / business owner / entrepreneur is supposed to hustle their faces off. I understand that: I've worked incredibly hard along with my cofounders and the rest of the WooTeam to get to where we are today. Nothing happens without hard work & a fierce commitment to chasing one's dreams & goals.

The thing is I'm not an entrepreneur and neither did I cofound a company to hustle my face off all the time. Entrepreneurship & owning my own business is about so much more than just hustling all the time:

• Loving my job;
• Financial security & freedom; and importantly
• Flexibility to allow me to spend more time with family / friends.

I'm not saying that it's impossible to be happy when you're simply hustling all the time. For some entrepreneurs that's fine and if you are happy with all those compromises that it eventually leads to, then who am I to fault you? I do however believe that the constant hustle that is being associated with startups by default these days, has created a distorted view of what it means to start your own business, being your own business and having some fun.

Your startup really shouldn't kill you. If anything it should be an enabler for you to be happier, healthier and work less (at minimum do the work your most passionate about).

I've not stopped working very hard, because I'm ambitious and I love my job. I am however trying to get a much better balance between my work & personal life. Ultimately this freedom is one of the main reasons I ever wanted to be an entrepreneur. Not to hustle my face off.