What You Won’t Do Defines You

We often define ourselves by what we strive to build, the markets we want to enter, the customers we want to serve, and the visions we want to pursue. These are of course necessary, but they are not defining. The deeper source of identity is not what an organization chooses to do. It is what it chooses not to do.

This is uncomfortable because possibility feels like power. A capable team can always imagine another feature, another market, another customer segment, another partnership, another product line. The temptation is especially strong for talented founders because talent creates options, and options create the illusion of progress. The more a team believes it can do, the more vulnerable it becomes to doing too much.

But strategy is not the accumulation of possibility. Strategy is the disciplined rejection of most possibilities.

A company does not become distinct merely by having ambition. Ambition is abundant. What makes a company distinct is the courage to refuse attractive alternatives. The refusal to venture off into yet another direction is what gives a company its shape. It tells the team what matters, tells customers what to expect, and tells the market what the company is willing to sacrifice in order to become itself.

Artist are seen as those that are free to chase their every imagination, but making a 2 hour movie work is painstakingly an act of constraint and commitment. Imagine the push back that comes from wanting to represent a seen so badly that you push the a $10M shot that lasts 10 seconds. Could you commit to it when everything inside and outside your world is saying it is falling apart? What makes art such an inspiring form of achievement is the commitment to see a singular vision though to the end for – well – what some would call “just a little piece of expression”.

Apple is known for going big on marketing and charging a lot for their products. What most don’t see is Apple is a hallmark of restraint. Apple is not simply Apple because it builds computers, phones, operating systems, or services. Anyone can have a vision for a great computer or experience. Apple is Apple because it has historically chosen control over ubiquity. Upgrades over legacy. It has preferred integrated experience over maximum openness. That choice requires saying no to many obvious opportunities: software for every device, infinite customization, broad compatibility at any cost, and the short-term revenue that comes from being everywhere. (In fact, their lack of constraint is what almost put them under early in their growth – but that is a story for others to tell. )

Those refusals are not incidental. They are central to the product. That isn’t to say their decisions are required for success, but making those decisions and sticking to their identity is.

Few would say Microsoft is not successful and they are a very different looking company. For most of its history they made an opposite choice. Its power came from not being tied primarily to its own hardware. Windows and Office became dominant because Microsoft chose scale, backwards compatibility, options via licensing and distribution across a vast ecosystem of machines it did not manufacture. That strategic refusal gave Microsoft its own identity. It was not Apple, and that was the point. Both companies are shaped more by what they refused as by what they pursued.

The same pattern appears in many industries.

A company making a fast car is not merely choosing speed. It is often giving up affordability, mass accessibility, or low-maintenance practicality. A luxury brand is not merely choosing premium materials or elevated design. It is refusing accommodate everyone’s requests – in fact – they hope they are not. A great restaurant is not merely choosing a menu. It is refusing to serve every taste, every trend, and every customer expectation. The strength of the experience comes from the boundaries around it.

Most people know it when they see it, but chaos, disorganization, and what can feel like a lack of brand identity is merely the manifestation of a lack of restraint. Picking your lane is not giving up on a grand vision, it is dedicating your time to a specific outcome; it is an example of discipline. It is the difference between a light and a laser. 

Even Costco, which appears on the surface to sell almost everything to everyone, is built on disciplined refusal. Its model depends on giving up selection of a myriad of options for the same product. It carries a limited number of SKUs, uses warehouse-like stores, bulks up on few variation of a product, and optimizes ruthlessly for efficiency and value. It will not take profits that don’t meet within these restraints.

This distinction matters because every “yes” has a cost beyond the immediate work required. Every yes changes the product. Every yes changes the company’s internal logic and dilutes identity.

Yes you can do anything, but no we can’t do everything.

How do we decide that line?

Proving ambition with breadth is how companies lose coherence. Rarely all at once. More often, they lose it through a series of individually reasonable expansions. One more feature. One more customer type. One more exception. One more “strategic” partnership. One more “why not?” One more compromise that seems harmless in isolation but slowly erodes the original center of gravity.

The problem is not that expansion is bad. Growth often requires expansion. The problem is having expansion without a theory of refusal. An investor without a thesis is throwing money around. Even if they make wins it is not a story they can sell, and without that sale there is no fund.

Without a clear understanding of what the company will not do, growth becomes drift. The company may get bigger, but it does not necessarily get stronger. It gains surface area while losing definition.

This is why the question “What are we building?” must be paired with a harder question: “What will we never build?”

What customer will we not serve?

What feature will we not add?

What revenue will we walk away from?

What behavior will we not reward?

What pressure will we not yield to, even when yielding would make the quarter easier?

What do we cut?

As the great quote says: I don’t sculpt stone into what it should look like, I chip away all the stone that isn’t. 

For founders, this discipline is especially important because early companies are fragile systems. A young company has limited time, limited attention, and limited resources. You are ALWAYS stealing from Peter to pay Paul – you can’t pay both.

With AI the lack of constraints required is the very dirt founder can now bury themselves in ten-times over. A product cannot afford to become many things at once – even if it is able to. The founder’s job is not merely to inspire motion. It is to protect the company from compounding motion it can not manage. By being weighed down by its options.

In this sense, refusal is not negativity. It is not small thinking. It is not fear. It is not the lack of vision. It is the architecture of commitment. Vision may be the destination, but focus is not blowing all your travel money on the first stop. It is not getting married on the first date.

To choose anything seriously you must give up many other things. The stronger the choice, the stronger the refusals required to preserve it. This is true for products, brands, companies, and creative lives. You do not become distinct by remaining available to every possibility. You become distinct by rejecting most of them with enough conviction that the few remaining possibilities can be pursued deeply.

The world does not suffer from a shortage of people willing to add more. It suffers from a shortage of people willing to define what must be left out. That is where real strategy begins.

Keep It Right-But-Light

A clearer standard for building well

Most builders have inherited a bad vocabulary for early product work.

We tell people to build an MVP, but the phrase has become so overused that it often clarifies less than it confuses. Some people hear “minimum” and interpret it as permission to ship something brittle, awkward, or barely usable. Others hear “viable” and inflate the work into a miniature production system, complete with abstractions, infrastructure, tests, edge-case handling, and design polish that may never matter.

To balance that out we encourage people to “just hack it together,” which pushes the pendulum into a different problem. Hacky can be useful when it means fast, practical, and unconcerned with unnecessary ceremony. But hacky too often becomes an excuse for bad work. It works in the narrowest technical sense, but some see it as license to create terrible unpleasant use, error laden, difficult to understand, and fragile the moment reality touches it.

This is the gap “right-but-light” is meant to name.

Right-but-light means building something correctly enough that it earns trust, while keeping it light enough that it remains easy to change. It is not about doing less work. It is about refusing to carry more weight than the moment requires. It isn’t minimal or maximal. It is that harmonious balance so many folks have trouble finding. We don’t hack down the scope to get away with a bad implementation, we do it so the one thing we choose to do is done well – while still not evergreen or perfect.

The “right” part matters because users do not experience your product through your intentions. They experience it through the surface area you give them. A button that is twice as large as it should be may not break the system, but it may still signal that your offering is dangerously unkempt. A workflow that technically completes the task but makes the user think too hard won’t get used – at all. A prototype that loses data, hides errors, or makes the user feel unsure doesn’t give you the real signals you are looking for. These things may be excusable in a throwaway 24-hour hack-a-thon demo, but they are not balanced for an initial product seedling. They train the builder, the user, and the team to tolerate roughness where clarity was needed.

The “light” part matters because early certainty is usually fake. At the beginning of a product, most of the important learning still has to happen. The shape of the problem will change. The user may care about a different part of the workflow than expected. The thing you thought was a feature may turn out to be a demo path. The thing you thought was temporary may become the center of the product. In that environment, heavy architecture is often a liability disguised as discipline and thoughfulness.

A right-but-light implementation avoids both forms of waste. It does not ignore usability in the name of speed, and it does not overbuild permanence into something that has not yet earned permanence.

This distinction has become more important with agents. Human teams already struggled with the nuance between fast and sloppy, or thoughtful and overbuilt. Agents amplify that ambiguity. Ask an agent to “build an MVP” and it may produce a sprawling approximation of a real application. Ask it to “make it hacky” and it may skip the very details that make the product usable. The instruction was vague, so the output becomes a coin flip between underbuilt and overbuilt.

“Keep it right-but-light” is a better constraint because it tells both the human and the agent what kind of tradeoff is being made. The work should be correct in the parts that matter. The interface should be understandable. The happy path should feel intentional. The data should not vanish. The user should not have to forgive the product in order to use it.

But the implementation should remain light. Maybe the data lives in a JSON file before it earns a database. Maybe the workflow is hardcoded before it earns configurability. Maybe the UI uses an existing design pattern rather than inventing a new system. Maybe the feature does not need role-based permissions, event streams, audit trails, background jobs, and a full settings page on day one. Maybe the right version is simply the smallest version that behaves with taste.

Right-but-light also gives teams a cleaner stopping rule. The question is not “is this complete?” because early products are almost never complete. The better question is: “Is this right enough to learn from, and light enough to change after we learn?”

That question changes the conversation. It moves the team away from false binaries. You are no longer choosing between a disposable hack and a production-grade system. You are choosing the minimum level of correctness required for meaningful use, and the minimum level of structure required for responsible iteration. Yes, that is what MVP and lean startup. It is just that I have tried for YEARS to explain that to people and it either doesn’t land or get me in to trouble with “you said to do the minimum!”

For example, a right-but-light onboarding flow may not need analytics dashboards, branching personalization, enterprise configuration, and a polished admin panel. But it probably does need clear copy, coherent visual hierarchy, a reset path for testing, and enough state handling that the user does not get trapped. A right-but-light internal tool may not need a formal database schema or complex permissions. But it probably does need predictable inputs, readable outputs, and error states that do not require the builder to stand nearby and explain what went wrong.

There are many great product folks out there building things you love, and I am sure you have used a product you loved and realized there was no delete button and wonders “WTF? Why can’t I delete?!”. If you get a req for your unaware peers in different departments they would have died on the sword to put the obviousl “delete” in on v1, but no feature is truly “simple” and without a time cost. So, that product manager says “they need to love what they create before they need to delete.” One less unit of time for one side of the product, one extra unit of time for another. No one has infinite time or infinite money. No one. 

So how do you chose? The point is not to lower standards. It is to place the standard in the right part of the work and be okay with walking away from the other.

Long-lasting applications deserve robustness, scalability, observability, automated tests, security reviews, edge-case handling, and design precision. But not every early feature has earned that full burden yet.

Premature permanence slows learning. It turns every change into a negotiation with yesterday’s assumptions.

Speed without standards is not iteration. It is motion. Wheels spinning fast in the mud.

It asks for seriousness without heaviness. It asks for speed without sloppiness. It asks for taste without vanity. It asks the builder to cut everything that is not required, while doing the remaining things with care.

That is the deeper meaning of the phrase.

Right-but-light is not another way to say MVP. It is a correction to what MVP has become. It restores the part people forgot when “agile” and “MVP” became a household term.

Can You, Did You, and Taste

Three stages separate ideas from products, and products from things people love.

The first stage is capability.

Can it be done? Can the software be written? Can the company be started? Can the product be built? Can the problem be solved?

These questions matter because capability is the foundation upon which everything else rests. Nothing can be executed, adopted, or admired until it is first plausible.

This is where most people rest comfortably.

The surprising thing about capability is that proving something can be done often provides many of the same emotional rewards as actually doing it. Once someone becomes convinced they could build the company, write the book, get in shape, learn the skill, or launch the product, the pressure largely disappears. Potential becomes a source of comfort.

The entrepreneur enjoys imagining the startup. The author enjoys discussing the book. The engineer enjoys architecting the system. The athlete enjoys knowing they could get serious whenever they decide the time is right. People tend to love their own brains and marvel at what it can achieve. Potential is attractive because it is free from accountability. It cannot fail because it does not yet exist.

Did you actually do it?

The second stage is execution. It only lives in the past tense. This is where the conversation changes. Ideas become products. Plans become companies. Discussions become outcomes. Concepts become features available for use and critique to the public domain. The world stops evaluating intentions and starts evaluating evidence.

A customer cannot buy potential. A user cannot interact with ambition. An investor cannot generate returns from possibility alone (though they push this rule as much as possible). The market, unlike our friends and colleagues, is remarkably indifferent to what could have happened. It only responds to what did happen.

People who reach this stage deserve significant credit. The distance between an idea and reality is far larger than most people appreciate. Building something that survives contact with the real world is difficult. Something complete, end-to-end. It accomplishes its intend (big or small) and no hand holding or excuses are needed for it to be used properly. Launching is difficult. Selling is difficult. Maintaining momentum is difficult.

Most people never get there. And I am being generous with “most”.

Yet many who do arrive at execution mistakenly believe they have reached the finish line. They assume that because something works, people will care. They assume that because a solution is objectively better, adoption will naturally follow. They assume that utility alone is enough. They believe a logical use case exists and therefore usage will follow. A good plan and execution is all that is needed.

History suggests otherwise.

The graveyard of technology is filled with products that worked. Many were faster than their competitors. Many were technically superior. Some were years ahead of their time. Their failure was not one of engineering. Their failure was assuming that human beings make decisions primarily through logic.

Taste.

Taste is one of the most misunderstood concepts in business because it is often reduced to aesthetics. People hear the word and think about typography, color palettes, industrial design, architecture, or fashion. Those things matter, but they are only symptoms of something deeper.

Taste is the ability to understand how another human being will experience what you have created.

It is the recognition that people do not merely consume functionality. They consume stories, emotions, identity, aspiration, status, trust, culture, and delight. A chair is not simply somewhere to sit. A restaurant is not merely a place to eat. A home is not simply shelter. A product is not just a collection of features. Even a purposefully poort taste for those that are tasteless is, in fact, a taste. The trickle down story line of decisions and focused intent lead to those that have the same test to become interested. Taste is not being fashionable, it is knowing people need clothes and certain groups of people like cheap clothes, some like expensive clothes, and some like expensive clothes that are on sale – but they know which group of tasters they want to have.

Every meaningful creation eventually becomes an experience.

This is why two products with nearly identical functionality can produce radically different outcomes. One becomes beloved while the other is forgotten. One creates a movement while the other creates a user base. One becomes part of a person’s identity while the other remains a tool.

The difference is often explained by taste.

The creators who understand taste recognize that presentation is part of the product. Storytelling is part of the product. Culture is part of the product. The emotional experience surrounding something is not separate from what is being built. It is one of the things being built.

Most people spend their lives asking whether something can be done. A much smaller group proves that it can. The rarest creators understand that neither capability nor execution guarantees significance.

The first stage asks whether something is possible.

The second proves that it is.

The third determines whether anyone cares.

More tips for early stage startups

Key Strategies for Startups: Control Your Tech, Move Fast, and Value Equity

If you’re a tech company, don’t outsource your core tech to another firm.

Think of your core tech as the heart of your company. It’s what sets you apart and drives your unique value. When you outsource this vital part, you risk losing control and potentially building something unnecessary as you adapt to feedback. No matter how loyal and supportive an outsourcing firm may seem, their primary goal is to grow their own business, not yours. Even if you offer them equity, their interests won’t fully align with yours—they are billing by the hour while you’re focused on trimming down for an MVP.

I’ve seen many bootstrapped firms spend hundreds of thousands of dollars, only to end up with an unfinished product they don’t fully understand. By keeping your core tech in-house, you stay agile, protect your intellectual property, ensure everything aligns perfectly with your vision and goals, and invest in your corporate tech culture.

You’re supposed to be a fast, nimble startup. Being stealthy will more often hold you back than set you up for a “blowout” go-to-market strategy.

You are building your startup because something is missing from the market. This inherently means it has yet to be addressed or addressed successfully. Either you will be the one to succeed where others have failed, or you won’t. Rarely does a large firm, which is not already chasing the market you are attacking, suddenly “steal your idea”. Large firms are slow-moving and full of bureaucracy. They have not innovated because their goal is to preserve their brand and existing income streams. If they did “steal your idea” chances are they would do a horrible job. More importantly, if you can’t do better than what they attempt, what’s your “x-factor”?

More likely, those large companies will become one of your investors or try to acquire your business and novel expertise. Why would they risk building a new department or team internally (and potentially fail – bad for the brand) when they can simply buy it after it has proven successful? If you’re still not convinced and think a few months to a year of stealthiness will prevent another company from copying you, consider this: if it were possible to copy you so easily, would you really have a chance of succeeding in the long term anyway?

As a startup, your biggest strengths are your speed, focus, talent, and flexibility. Large companies aren’t built for these advantages. Staying in stealth mode might seem like a smart strategy to build suspense or keep others in the dark, but it will slow you down and limit your options. Early feedback from customers, investors, and the market is invaluable for refining your product and strategy. By staying too secretive, you miss out on crucial insights and an opportunity to build relationships. Instead, embrace openness—engage with your market, gather feedback, and iterate quickly.

You aren’t bootstrapping well if you are paying others cash to do your core work. Your equity is even more precious and should motivate value, knowledge, and culture.

Bootstrapping is all about making the most of your resources. If you’re spending cash on tasks you could handle internally, you’re not bootstrapping effectively. Instead, consider using options to attract and motivate talent who are passionate about your mission. This not only saves cash but also builds upon your value with equity while creating a committed team culture that’s deeply invested in the company’s success. Equity can be a powerful tool when focused on building long-term value. Remember, your cash is limited. Equity will be the foundational element for future rounds, when used wisely it can drive long-term value and loyalty.

You may not yet be a venture business

It’s exciting to think about raising money, but venture is meant to fuel powerful growth and value. If you already have paying customers lined up, and those sales or design partners could lead to changes in the product you may be giving up equity for the wrong business. If you need money to pay for the time between invoices and payments consider debt financing to cover your float. This isn’t always the most exciting feedback to hear, but if you haven’t considered these tactics then you may be doing a disservice to your business’s ability to evolve properly.

Why you want hard problems and not difficult ones

Who doesn’t like a good challenge? I sure do. I love immersing myself in a problem and working hard to tunnel through its complexities to find a solution.

But, what makes a problem a good one to solve? Which problems should you avoid wasting time with, and which are worth jumping into to start your next wild ride?

Over the years I’ve compartmentalized problems into two categories that have helped guide me: “difficult” ones and “hard” ones.

Difficult Problems

A difficult problem is a problem that drains your mind and body. Everyone involved in these type of problems are spinning their wheels in circles, and are able to squeeze only a tiny of drop of value from each pass. Difficult problems are demotivating, repetitive and often fueled by dark clouds. Difficult problems are overcome, not solved, and one is driven to overcome them as a search for relief.

Their challenges are often emotional ones; often testing patience, not intelligence, persistence, or ideas. Most importantly, when a difficult problem is overcome the end results often places everyone in about the same place they started. A solution is a derivative of your current state at best, and incurs a great deal of wasted time and money. People tend to beat their head against the wall with difficult problems.

For example, problems that arise from convincing someone to want to be a better person, or to want to make better things, are difficult problems.

Hard Problems

Hard problems are a joy, but not at the least bit easy. They are motivated by “why”, “why not” and “how can we make it possible?” Much like difficult problems, they are filled with long nights, and little sleep. Unlike difficult problems (where a relief from the pain endured is what drives you), the pain you endure from hard problems are a bi-product of your insesent need to find a solution; you push-on in spite of the pain.

Hard problems are motivating, inspiring, and complex. They may never find a solution, or its solution is hiding right around the corner; neither of which changes your resolve . Working on a hard problem can feel like chewing on glass while staring into an abyss, but you chew with vigor and you stare like a hawk.

Hard problems create competition, new ideas and challenges with others or within yourself (e.g. “I can do better than that”). Rarely will you see competition arise from a difficult problem.

You know you’ve solved a hard problem when you end up in a place you haven’t been before, with a new perspective and new insight and a new direction to follow forthwith. With hard problems, you are not only avoiding going in circles, you have taken a rocket ship leap to a new planet. The harder the problem, the farther you will fly.  If only you can – just – get -to – the – next – solution! A hard problem requires focus. Neh! A hard problem fuels focus! A difficult one: a distraction.

For example, problems that arise from discussing how  to be a better person, or how  to make better things, are hard problems.

Final Thoughts

Avoid difficult problems if you can. Sometimes dealing with them is necessary, but recognize the difference; don’t let people (or yourself) mask one for the other. It can help both mentally and emotionally. Seek out hard problems by imagining what the world would be like if you solved them.  If you find yourself in a difficult problem see if you can’t upgrade it to a hard one.  How can you change “how come” into “why not”, or “no” into “let’s try and see what happens”?

Best of luck, and may your life be hard but not very difficult! 😉

9 Ways to start learning about (or investing in) startups and entreprenuers

imgres-4“I’m looking to start investing in (and learning about) startups. Where should I start?”

I get this question a lot, so I figured a blog post may the optimal way to answer it moving forward. 🙂

Of course, it goes without saying that investing in – well – anything really, comes with its own sets of risks.  [Blah blah blah, legal jargon]

For starters, Angel.co is a great launching point (if you haven’t already signed up I suggest you do so.) There you can learn about, and meet, all kinds of startups ranging from super early to the more later types. Meet entrepreneurs, people who want to work in startups, or find a startup or syndicate and place a bet on an idea you love.

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To get in on an investment round for a pre-IPO company start with FundersClub.com and EquityZen.com. They’ll send emails intermittently letting you know when a fund is being made available.

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If you want to get shares in companies that are NOT doing rounds or looking for an investment then you’ll have to buy shares from current or former employee on a private marketplace. Sharespost.com and SecondMarket.com helps facilitate that process.

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If your goal is to just find a way to invest with more upside than a bank and less risk than a stock, I suggest using LendingClub.com for microloan investments. There you give out roughly $25 per person to thousands of people looking for them. You’ll have to keep your money in for a couple years (although there are ways to liquidate sooner if needed) but you can see about 5%-20% annual returns depending on what you set your risk tolerance to.

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Tangentially, if you are looking to meet entrepreneurs and get in on a more personal level to invest, become an advisor or just learn about the startup community, there are a few options: StartUpTravels.com that connects you to entrepreneurs around the world (full discloser, it’s a project I am working on now,) FounderDating.com and CoFoundersLab.com where you can meet other founder types to start a business are worth noting.

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If you are looking for a more in-depth look at the risks that go along with some of the investing products above you can check out my friend Daniel Odio’s blog here: http://danielodio.com/show-me-the-money-six-strategies-to-put-your-cash-to-work

How Google Works

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It’s always hard to tell how far a company’s ideals are from the reality of what is truly applied in practice. With Google’s over 50K workers, it’s tough to imagine the ideals laid out in the book are carried out through each and every employee. I sure hope so.

Whether they are or not, I found the concepts put forth compelling and exciting. Their definition and support of what they coin as “smart-creatives” paints a pretty accurate picture of what the doers, thinkers and makers in the SF entrepreneurial scene are made of. Their layout of methodologies and practices that replace the old corporate mindset with those based on “first-principles” are is truly after my own heart. To hell with tradition and “shoulds” – the world is more dynamic than ever and a management team that is as dynamic and forward thinking is necessary to stay ahead.

This book is a must read for entrepreneurs, managers and those ready to partake in the new generation of our technological workforce. Yes, there were inconsistencies in some sections and from time to time it sounded a bit self-promoting, but for the most part it provoked the formation of great questions and thoughts for our book club.

Fair warning, if you are a recent MBA student I would suggest putting of reading this for a couple of years. There are many references to how the Google way is able to overcome what they consider poor methodologies MBA students are taught to implement. Since I was reading this while taking some personal growth online MBA classes it was clear that the two visions for what creates success diverge.

http://www.amazon.com/How-Google-Works-Eric-Sc…/…/1455582344

You can see my running read book list on Facebook here https://www.facebook.com/sshadmand/books

 

 

Gyms as a service (GAAS): Finally, better gym options as product services

imgres-1Five years ago I walked into my 24 Hour Fitness Gym and filled out a cancellation form.

“Are you sure that’s all I have to do?”, I asked the front desk rep. “Yup, you’re good to go, good luck with your move!”

Six months later I got a call from a collections agency telling me that I had six months of unpaid membership fees needing collection. Needless to say, it was an awful experience. I am sure many customers end up foregoing upwards of $200 or more in that situation all the time – not me. After hours of phone calls and emails, I was relieved of my “obligation,” but vowed never to use 24 Hour Fitness again – what else could I do than that, right?

In a world when Taxi’s treated you like crap but you still rode in them every day, there wasn’t much you could do with companies like this. Except turn around, take it and walk away.

When I moved back to the area I was a bit hesitant to sign up at any gym, given my experience. I stayed true to my vow and avoided 24-hour Fitness (even though it was cheaper) and signed up at Crunch Gym instead. I had options! Or so I thought.

lsThe sales staff was friendly at Crunch and, as expected, paying for the initiation fee and last month’s dues upfront was a piece of cake. I was instantly a member and assured by the sales staff that, “there won’t be any hassles if you decide to cancel – anytime.” Since then, two years of dues that would have gone into 24-Hour Fitness’ pockets went to Crunch Gym; I had no complaints.

Then moving time came again and I went in to cancel my membership.

“Sorry, you can’t cancel your membership *in* the gym. You have to call this number.” The Gym rep handed me a card. It was a bitter tasting sentence to hear while watching sales staff effortlessly input credit card numbers for the Gym’s newest members.

I called the Crunch cancelation number. “We already charged you this month…” (I come to find this was NOT true) “… and we’ll use your deposit to pay for your last month starting in April. Plus a $2 charge for any differences remaining since we’ve increased membership fees.” It was March 2nd and I was now paying until May 1st.

robber_MGBasically, in one sentence, my “easy cancelation” turned into about $120 of dues over two months toward a gym membership I just canceled. Jackie had the same experience except with a higher monthly membership fee. Crunch Gym robbed $270  from our household. Poof, just like that, Crunch now has the money and we do not. There is nothing the service agent can do about it and he gives me an email address so I can contact a manager to “have it explained to me further.” Sorry, there is no explanation that justifies being fleeced. I asked for a write-up from him explaining why I am being charged for a service I am canceling so I can submit it to the BBB with my complaint. He said he couldn’t do that. He thanks me for my call and hangs up on me. Note: The things they can and cannot do at these Gyms seem heavily skewed in their favor. Weird, huh?

Jackie said let it go, but that very sentence gave me a pit in my stomach. How many Gyms use this tactic to make up the hundreds of millions of dollars in revenue they see each year? They know most customers will let it go, so they keep doing it. I told the story to a few friends, and, not surprisingly, they tell me that it has happened to them with Crunch and other gyms as well. Have gyms formed a Mafia? I guess they have the muscle for it…

The problem that occurs when companies become monopolies (like Comcast) or mafias (like Crunch Gym and 24-hour Fitness) is that customers don’t have much choice in the matter. In this case, either take it or don’t work out.

Uber and Lyft finally gave us the tools to allow us to ditch Taxi cabs (poor customer service standards and all.) And Netflix, Google, and Yahoo are finally causing Comcast to AT LEAST start honoring their “maintenance window” as they try to prove their worth before judgment day. (Gosh, I sure can’t wait for the day Comcast cries about how unfair it is that Google is taking their business.)

Well America, good news. The new world is being filled with products that focus on value, access, customer service and quality. They are starting to aim their slingshots at the Goliaths we know as gyms.

You have options! You can ditch your P.O.S (and/or overly priced) gym and actually get more for less in the process! A membership where your patronage goes toward the local gyms, you’re experiences are of higher quality and customer service is a tent pole. Now that the game has changed, your “gym membership” can get you into specialty studios, access to activities like Kayaking and sports, and a truly “cancel anytime” philosophy that ensures people that have to leave do so as happily as when they joined.

Here are a few:
fitmob_color.fw_1) FitMobfitmob.com – For about the same price as Crunch (and way more friendly cancelation policy and service) this company offers a membership to a multitude of different gyms and activities. For example, you get access to a awesome yoga studio, or (like me) you can head down to the shore and go Paddleboarding for the day. All free with the membership.

Currently Serving: San Francisco, San Jose, San Diego, Portland, Philidelphia, Austin, Dallas, Seattle

imgres2) ClassPassclasspass.com – Founded by Payal Kadakia ClassPath offers access to a variety of studios you can register online for free with your ClassPass membership. What is great about this experience is  you don’t get a class thrown together by amateurs working for a corporate gym. Instead, you get to go to the best studios in town that specialize in an activity for whatever you want to do. ClassPath is on to something having just raised $14M in funding and growing exponential into more and more cities month after month.

Currently Serving: NEW YORK LOS ANGELES/ORANGE COUNTY SAN FRANCISCO CHICAGO MIAMI BOSTON WASHINGTON, DC SEATTLE ATLANTA AUSTIN CHARLOTTE COLUMBUS DALLAS/FORT WORTH DENVER HOUSTON MINNEAPOLIS/ST. PAUL PHILADELPHIA PHOENIX PORTLAND SAN DIEGO LAS VEGAS RALEIGH BALTIMORE TAMPA ST. LOUIS ORLANDO NASHVILLE KANSAS CITY LONDON TORONTO VANCOUVER

Sorry Crunch, you had your day and just like the Taxi mafia – your time is limited.

More comments available on the public FB post here: https://m.facebook.com/story.php?story_fbid=10152976618217107&id=704372106

**UPDATES***

March 3rd – Still no charges (or pending charges) on my credit card bill from Crunch. The support rep told me it was already charged and there was nothing he could do about it as a result. Nice tactic – untrue after 2 full business days.

(March 2nd) Crunch asked me to contact a store manager – this is what I sent:
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Update March 4th: If you’ve had a similar experience you can contact Jasmine <Jasmine.Vega@crunch.com>. Below is her email and my reply.

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March 4th

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Zero to One


I really loved this book. Peter Theil’s blunt and sometimes abrasively honest concepts are very “Purple Cow” and right up my alley. E.g. make big claims from observations and work out why they are wrong or right. Although there are some things I didn’t agree with they are done so in a way that pushes me to reevaluate my reasoning. For the many things I did agree with, it is always nice to have someone better articulate concepts and back you up with some solid experience.  10X yo self.

You can see my running read book list on Facebook here https://www.facebook.com/sshadmand/books

The 6 Books That Shaped How I Think and Work

Getting to Yes
The first biz related book I read as a child. I learned early on that negotiating wasn’t just an art of cleverly persuading your counterpart  to yield to your will (which I believe many old and young try to do) but instead it taught me the notion around doing your best to find a situation that benefits both sides of the fence. This book is also filled with tactics and lessons that give you a whole new perspective on what is really happening when a buyer and a seller meet and a tool belt too.
The Dip
The first startup book I read almost a decade ago. It is a short book but a frank and honest one too. The dip sets a tone and map for what’s in store when creating a startup. I remember when I ended up facing a dip or two  along the way there was comfort in knowing that the rollercoaster ride was just a necessary step in a path towards…?
Five Temptations of a CEO
This book was suggested to me by the (former?) CTO of Zynga. Unlike most business books that are bullet point lessons and biographies this one is written as a fictional story of a man that has the conversation of a lifetime with a stranger on the subway. Often times when making harsh and rash decisions about setting expectations with employees, or when trying to manage my emotions or ego, memories of this book are triggered. It has helped me more than once find my way back to center.
Made to Stick
Fantastic book for those of us that didn’t come from a marketing background (although I am sure it is valuable to those that did too.) Often when I write letters, blogs, taglines or give presentations I use the lessons from this book to get a feel for whether or not it will “stick” with my audience and use some tactics to drive a message home.
ReWork
By the time I read this book  I had already learned many of its concepts through my own trial and error. Nevertheless it made my top 6 list because of how well it articulated those learnings. Reading this book is like sharpening your knives if you know the lessons of a startup already or it is a great set of building blocks to work from if not.

Stumbling on Happiness
Boy did I love this book. It was given to me by my good friend Daniel and it was probably the fastest book I ever read. Dan Gilbert combines psychology, philosophy, history, and science beautifully to give a candid and thought provoking look at what happiness really means and why is it so different for everyone. I find myself referring to the lessons in this book quite often around relative happiness, how our imagination can be terribly misleading – but being aware is a big help!
Other books of note:
The Fountain Head: A controversial book that seems to be either hated or loved. Which ever side you chose to be on I would be surprised if it was not called powerful. You don’t have to believe in the writers philosophy benefit from a perspective into  the power of ideals, confidence, and certainty in oneself.
Thinking fast and slow: A large dry read at times but making it through was worth it. I learned a lot about how great and poor the mind can be all at once. I learned not only to be more cautious with my assumptions  but a sense for where that cautions is needed more and why letting go can be a powerful tool as well.
Freakenomics: To see the world through the eyes of an economist is a gift. Thinking in terms of noise reduction, drawing data from samples and parallels and using statistics to prove how powerfully wrong our assumptions can be was thoroughly entertaining the whole way through.
The tipping point: I didn’t fall in love with this book like others but it definitely deserve a read for its historical observations around business that have succeeded and failed and the factors and people that contributed to them.
 4 hour work week: I hold the lesson passed down in this book around work/life balance with me. I truly believe that we should be working to make less work and using that reduction as a badge of honor instead of the more classic concept that more hours equal a better output.
Hard things about hard things: A glimpse into the mind and life of a entrepenuer that almost lost it all on more than one occasion and the lessons he learned about running a company are packaged up nicely for us to lern from with far  less scars