Customer Obsession

I had a huge lot of Livestrong bands (2004), so I decided to sell them at cost on EBay and donate any of the profits. I started a new account, and I learned about seller ratings and feedback, so I decided to turn that into my KPM. The question was, what could I do that would have the greatest impact on this metric.

Sometimes customers would get the package an hour after they made payment. Sometimes, even before, which prompted them to stop everything they were doing, and pay immediately. Not only did my seller rating become obnoxious, but I was able to influence my customers behavior.

The biggest impact I could have on my customers, was with shipping speed. One year before Amazon Prime launched in 2005, I created free same-day shipping. How did I do this. I didn't advertise it, I wanted it to seem like something magical. So I pre-printed priority mail labels and pre-packaged bands. The second an auction closed, whether the customer has paid or not, I ran down to the post office and mailed the package.


Ownership


Invent and Simplify

Needed to invent a system to make the clinical process more efficient. We were having trouble making a single integrated circuit that could gather all the data simultaneously. Impressive but technically challenging. We were burning through the small budget we had so I made a decision.

The result was a success. By simplifying and solving the problem, we were able to invent. And be focusing on speed and synchronous data gathering, we were able to make the system fast enough to seem like it was all happening simultaneously.

I decided to simplify and solve for each data point individually, then connect the dots later. I simplified the challenge. It was not tech anymore but about speed. The key question remained: How do we connect the dots, and still make it feel fast and like it's all happening simultaneously. The answer was build our own individual micro-controllers.


Are Right, A Lot

I think I am right a lot because I don't go into something without thinking it through first. I make honest assessments about myself and my work. It starts with looking at myself. The question was, how could I prove to my clients and colleagues that I'm right?

I experienced year of year growth. The first year was tough, but I then grew my business by a factor of 6 each year thereafter. 

I set expectations upfront and delivered on those, and further validated my decisions by using data.


Hire and Develop the Best

I always try to hire the best. Some people just have it all, but you can't always get Michael Jordan. So hiring the best sometimes means about finding someone that has the right mindset and has the potential to become the best with proper development.

People like to work with me. They also reach out for advice and help and this establishes a level of trust. It's a great feedback loop to have because I learn who is driven to succeed and also help facilitate it.

I keep a list in my mind of people I need for particular projects or people who would be good for particular roles. And I would be confident to have anyone say on the spot, how I help them develop and grow to become better designers or succeed in their immediate goals.


Insist on the Highest Standards

Needed to create the industrial design for 


Think Big

 give people a magical experience. So for E

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Bias for Action

I wanted to give people a magical experience. So for EBay I took a calculated risk with my shipping methods.

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Frugality

The budgets at One Medical were extremely frugal.

e to learn what makes other people curious - this insight alone has opened so many new perspectives t

 several language


Learn and Be Curious

I like to think of myself as an avid learner and exceptionally curious person. I wanted to learn about other cultures, their ideas, and values.

This has allowed me to learn what makes other people curious - this insight alone has opened so many new perspectives to me.

I learned several languages and continue to do so. I've made it a point to travel, and learn about other people and maintain a global perspective. I've found the best way to do this is through sharing. So I share art and experiences with abroad, I do it in their language. This also prompts them to exchange with me.


Earn Trust

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allowed me to learn what makes other people curious - this insight alone has opened so many new perspect

art and experience


Dive Deep

I take a holistic approach to design and problem solving. For the Microsoft Data Visualization Showcase, we needed to print artist statements and some people had a difficult time putting these together and sending them over.

By facilitating the individual actions of the team and artists, the project became an overall success.

I took it upon myself to help people write them up. I helped people translate their statements into English, and even took it upon myself to drive to a Kinko's to print them off in the middle of the conference. If someone could not solve a problem or debug something, I took a stab at their code, or corrected any mistakes.


Have Backbone; Disagree and Commit

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dividual actions of the team and artists, the project became an overall success.

eral languages and continue to do so. I've made it a point to travel, and learn about other people and maintain a global perspective. I've found the best way to do this is through sharing. So I share art and exp


Deliver Results

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nguages and continue to do so. I've made it a point to travel, and learn about other people and maintain a gl