First-time founders often over-intellectualize strategy. Decagon's founder learned from his first startup that a better approach is to talk directly to customers to discover their real problems, rather than creating a grand plan in a vacuum that fails upon market contact.
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The most significant mindset shift for founders is realizing they can't force a customer to have demand. Demand is an objective state in the customer's world—a project they are already trying to accomplish. This transforms sales calls from high-pressure convincing into low-pressure discovery, liberating the founder from feeling responsible for the outcome.
While customer feedback is vital for identifying problems (e.g., 40% of 911 calls are non-urgent), customers rarely envision the best solution (e.g., an AI voice agent). A founder's role is to absorb the problem, then push for the technologically superior solution, even if it initially faces resistance.
While unscalable for sales, direct one-on-one interaction with early B2C customers is an invaluable learning tool. Founders like Howard Schultz of Starbucks used this approach to observe customer friction and discover what they were truly trying to accomplish, which is essential for refining the product.
Founders often create complex plans and documents to avoid the simple, hard, and uncomfortable task of selling. Just as getting stronger requires consistently lifting heavier weights, finding product-market fit requires consistently doing the core work of talking to customers and trying to sell.
If you don't have an industry or idea, don't start with product brainstorming. Start by identifying groups of people you'd genuinely enjoy serving. The foundation of a sustainable business is a founder's deep connection to their customer, which provides motivation to solve their problems.
Directly asking customers for solutions yields generic answers your competitors also hear. The goal is to uncover their underlying problems, which is your job to solve, not theirs to articulate. This approach leads to unique insights and avoids creating 'me-too' products.
A visionary founder must be willing to shelve their ultimate, long-term product vision if the market isn't ready. The pragmatic approach is to pivot to an immediate, tangible customer problem. This builds a foundational business and necessary ecosystem trust, paving the way to realize the grander vision in the future.
The founder's number one piece of advice is to 'get on the plane.' In an era of digital communication, physically meeting customers is a powerful differentiator. He was shocked by how many customers said his was the only startup vendor to ever visit their office. This direct, in-person connection provides insights that competitors miss.
Instead of starting with a scalable platform, Decagon built bespoke, perfect solutions for its first few enterprise customers. This validated their ability to solve the core problem deeply. Only after proving this value did they abstract the common patterns into a platform.
Jack Conte distinguishes the search for product-market fit from scaling. He argues the right "strategy" for finding fit is actually no strategy—it is about the speed of iteration and learning from mistakes as quickly as possible to discover what customers truly value.
