{"type":"rich","version":"1.0","provider_name":"Transistor","provider_url":"https://transistor.fm","author_name":"What Works","title":"EP 251: Teaching Customers How To Use Your Product One At A Time With Tyme Iron Creator Jacynda Smith","html":"","width":"100%","height":180,"duration":2116,"description":"\n\n\n\n\nThe Nitty-Gritty:\n\n\n\n* How Tyme founder Jacynda Smith manages 100-200 individual consultations with new customers each week* Why these personalized consultations help Tyme delight 90% of frustrated customers* How virtual styling sessions create a feedback loop that helps Tyme get better & better* What Tyme is doing to leverage the success they’ve had with personalized virtual styling sessions\n\n\n\n\n\n“Do things that don’t scale.”\n\n\n\nThat’s the advice that Paul Graham, co-founder at startup accelerator Y Combinator, commonly gives to founders.\n\n\n\n“Do things that don’t scale” just happens to sound like the opposite of what many digital small business owners fret about when they exclaim, “but that doesn’t scale!”\n\n\n\nHere’s the thing: if we spend all our time worrying about what does and doesn’t scale, we don’t take the very necessary steps to get to the place where scaling is even an option.\n\n\n\nToday, we’re examining customer service that might not scale but has helped the company create massive growth.\n\n\n\nBefore we get there, let’s take a closer look at this idea of doing things that don’t scale.\n\n\n\nIn Graham’s article on the concept, he outlines how a number of today’s huge companies did things that didn’t scale to build their footprint.\n\n\n\nFirst, companies like Stripe, Airbnb, and even Facebook recruited new customers by hand. The Stripe founders personally set up new users and installed the software on their websites. The Airbnb founders literally went door to door. Facebook famously went from campus to campus signing up new users.\n\n\n\nSecond, founders make deliberate choices to take small actions that build the foundation for their ability to scale up. Graham writes, “the right things often seem both laborious and inconsequential at the time.” The “right things” were actions like the Airbnb founders taking professional photographs of early home listings or Steve Jobs prioritizing the quality of execution of his product from fonts to packaging.\n\n\n\nFinally,...","thumbnail_url":"https://img.transistorcdn.com/AmfGeDL96-fhMaeOcqmX7TK_eWrvTLco6OJj2QpZtZI/rs:fill:0:0:1/w:400/h:400/q:60/mb:500000/aHR0cHM6Ly9pbWct/dXBsb2FkLXByb2R1/Y3Rpb24udHJhbnNp/c3Rvci5mbS80NGUx/OWY5ZDg1M2E5MmU3/ZjEwOWVmNDM3MWVh/ZjZlOS5wbmc.webp","thumbnail_width":300,"thumbnail_height":300}