Fully Exposed

When feedback gets personal.

I wrote a blog post over a year ago (still hunting for link) on how one of the seldom discussed benefits of launching a company in San Francisco is people's willingness to deal with product flaws and use a product with the “beta” tag. The startup community in SF is generally very open to mistakes and often enjoys playing a part in the “pivoting” or learning process a company goes through to fix problems and find market fit.

In early Uber days I can tell you that this forgiveness, and the feedback that came along with it was awesome. As we would grind and grind to make Uber something awesome, we made mistakes along the way, but because of those lessons we improved. The feedback is a necessary part of the process and (personally speaking) was always very appreciated even though at times it could be tough to accept. Sometimes feedback leaves realm of “hey guys you should know” and morphs into “check out how much they suck, everyone jump on”. The negative mob stuff happen quick when people are hiding behind their Twitter avatar.

Some advice for those providing feedback: First understand that fundamentally, businesses are people. In a startup you're quite literally dedicating your life (or an intense portion of it) to making something that will change the world and that people will, if you're lucky, love. You're invested, intellectually and emotionally. You believe. Imagine someone going on Twitter and bashing all you believe in, it would hurt, and it can quickly become personal.

The point of this post and what I'd like the haters out there to understand is that when you attack a company, especially a startup, you're attacking the people behind it. If that is you're intent, and sometimes may be, let it rip. But before building your mob of negativity, and attacking a young company, understand there are people behind those companies.

I hesitated to write this post as it may read as defensive because of the limelight that Uber has often found itself in. But I'm as much writing this post from the perspective of the 'basher' and the 'bashee', I've realized that I've been the hater. I've knocked competitors beyond their product. I've bashed @United after terrible experiences more than once. I've even gone after companies I've love like @VirginAmerica. I'm quick to take opinion to Twitter and share my experiences.

However, from here on out I'm making a concerted effort to ensure my public Twitter comments stick to helping companies improve their service and avoiding hard core bashing. Unless I'm really not down with the people behind the company, or fundamentally believe the company is doing wrong in the world, I'll focus on positive, productive feedback. I'll seek to improve their service and make their world a better place, after all, that's all I'm trying to do.

Building a company: Be ready for the ring.

Building a company is crazy town. The challenges are so much more diverse than I ever would have thought before I dove in. The opposition is so much stronger than I ever could've planned for, and it's comes from every direction. Sometimes it even feels like the people you're out to help are against you. It's a marathon, not a sprint, and if you're not in it for the whole race, there is really only one outcome… you lose. If you're not ready for it, don't get in the ring. Because sometimes the ring sucks.

Whether it's a failed partnership, a disappointing hire or firing someone you really liked, a trust broken or your own character being questioned, or most often plain old self doubt – there are always forces working against you. The only way to make it is to keep your head up so that you can see what punches are coming your way. And to continually iterate on how to counter. But beware, the inevitable result is you're going to take a few slugs in the nose.

But even after taking one in the nose there is really no better feeling than being in the ring. No better thrill than taking on the most difficult challenge you can possibly find. If you ignore the weapons of the opposition you're done, but if you study them and you hustle and show an endurance that outlast your opponent, you start to get a few punches in and slowly the tables turn. Your opponent starts to feel the pressure they once brought on you. But you can't slow down. Thinking you're on top for too long means you're about to get rocked.

You've gotta keep pushing. Lean forward even when you think it may not be necessary. If you've always got your foot to the pedal and you're bouncing, moving, hustling, you will win… but being in the ring and the process of winning isn't always fun, but winning definitely is.