principles

Obsess over customers, not over competitors!

Customers rarely leave you because of your competitors. They leave you because you stopped taking care of them.

We tend to undervalue the elementary ideas and overvalue the complicated ones. Most of us get jobs based on some form of specialized knowledge, so this makes sense. We don't think we have much value if we know the things everyone else does, so we focus our effort on developing unique expertise to set ourselves apart. The problem is then that we rej