Neil Blumenthal credits his successful co-CEO relationship to deep trust, mutual respect, and constant, informal communication. They sit next to each other and are always in dialogue, enhancing each other's ideas rather than siloing responsibilities, a model built on chemistry and trust.
Despite a strong social mission, Warby Parker learned from surveys that customers prioritize style and price above all. Consequently, they lead with these messages in their marketing, often not mentioning the “buy-one-give-one” program until after a purchase is made, focusing on core customer drivers.
Instead of opening franchises in distant locations, a new franchisor should first build 5-10 locations within a few hours' drive. This strategy, used by successful franchises like Orangetheory, allows for better oversight, support, and testing of the model before a national rollout.
Asking a candidate when they first encountered the brand can reveal whether they are a true customer and believe in the mission. This question invites a conversation that helps suss out their level of preparation, empathy for the customer, and genuine interest beyond just seeking a job.
For a niche product like non-fluoride toothpaste, the strategy is not to change everyone's habits at once. Instead, hyper-focus on a pre-existing community—a 'tribe' that already shares strong beliefs and will act as natural evangelists, amplifying the product's message organically within their network.
Changing ingrained consumer behavior is incredibly difficult. A more effective strategy is to understand the customer's current world—how they shop and where they look for products—and insert your brand into those existing patterns rather than attempting to create entirely new behaviors from scratch.
When faced with high inbound interest for franchising, a business should implement barriers to entry, such as a 15-20 question application. This simple step weeds out unserious inquiries, saving the founder significant time and ensuring they only engage with candidates who are genuinely motivated.
Neil Blumenthal warns that hiring talent from large, established companies can be a mistake. These hires often thrive in environments with fully built-out systems, whereas a startup needs entrepreneurial problem-solvers who can create those processes and manuals from scratch.
Founders must distinguish between core competencies unique to their brand (e.g., product design) and commodity tasks (e.g., warehousing). Commodity functions should be outsourced to experts who benefit from economies of scale, freeing up internal resources to focus on what creates true differentiation.
To combat the stress of finding the 'perfect, permanent' employee, view the company as a long train journey. Employees get on and off at different points, which is natural. The focus should be on ensuring their time at the company is valuable and full of growth, not on achieving indefinite tenure.