Poor Quality Will Kill You:

con­sumers don’t give a shit about how small you are, how hard your prod­uct is to build, or that you are run­ning out of money. All they really care is that they paid you and now they expect your prod­uct to not only deliver on the promise you offered, but sur­pass it.

The Employee Is The Company:

The employee is the com­pany. Meet some­one who treats you like you are a vis­it­ing alien from Uranus, and you will have a low opin­ion of the com­pany. When a sales­per­son is rude, the com­pany is rude. But when an employee pro­vides out­stand­ing ser­vice, we view the com­pany itself as outstanding.

Ilya Lichtenstein on the Fear of Money:

Their fear is jus­ti­fied, because the sec­ond you start charg­ing for a prod­uct, all of the bub­bly bull­shit falls away. The mar­ket is cold, ratio­nal, and effec­tive. It doesn’t care about your lean startup meth­ods, your rock­star team, or your fawn­ing tech press. All of your assump­tions, vision, busi­ness plans and pitches are irrelevant.

You’ve either built some­thing worth pay­ing money for, or you haven’t.

Everywhere at Once: Chef Geoff Tracy’s Data-Driven Empire. Geoff Tracy and his brother use a set of 800 stan­dards to mea­sure the per­for­mance of their restau­rants. A cou­ple examples:

Did Elizabeth bring your Pinot Gris within three min­utes of the time you ordered it? Were your appe­tiz­ers deliv­ered within seven min­utes, entrées within ten, desserts within seven? Were these plates described at the table before they were set in front of you? Were nap­kins refolded when you went to the restroom? Was non-bottled water referred to as “ice water” (cor­rect) or “water” (incorrect)?