Startup Log: blind points of a technical co-founder

Your technical skills get you into the company, but your understanding of the product background, requirement logic, and market eventually decide how far you can go -- My internship team's tech lead at TikTok

What is the story

In the feedback group, one of our user (the very first user ever speaking) said: "I wish your product can replace mint". After several round of talking, our CEO converted him into one of our insight users. Arranged a meeting with him. Yet I recalled (undid) two messages and end up being more scared to answer questions.

What happened?

I am excited and glad that a user is brave enough to talk and willing to give a feedback. I saw it immediately. I can't leave him on read like that. However, I am nervious. At that moment I didn't recall what mint it. And I got panic and asked Sony what mint is, immediately after which I realized that he is talking about another product, our competitor. My brain become a flushed memory. I didn't know how to response and I can feel every second leaking by.

"Hiii what function of mint do you like the most?" Sony asked. Such a perfect response. But also so simple, smooth, and clear. I hated myself for being such a dumb.

"Mint does have a lot of problems, but generally fulfilled my need to monitoring my money flow and credit card spams" User says.

After minutes of hesitating, I replied "We can also monitoring spending".

Sony's responses are always better: "One of our beta functionalities is connecting accounts ... We use plaid to safely .."

"Also they can visualize the spending" User added

"We can visualize the spending too" I said. That was the sentence Sony told me to unsend.

"We are also developing .... Eventaully we can generate a chart ... However indeed all those are beta now, if you are interested I would love to talk with you" Sony added.

He didn't just told me to unsend the message for no reasons. He reminded me that we should guid the user to tell their needs instead of telling them that we have the same functionality. Becuase if we just defend ourselves we are stopping them from talking.

All I was thinking is that we should present our product and tell the user that we have certain functionalities. I thought they would stay if I present it well. As the same time I shouldn't bee weak. So I am not gonna add words like "We actually ...".

What's the lesson

As founders we need to be modest and confident. But not defensive. Being defensive usually means lack of confidence. We should show that we are professional. We need to provide users with 1) value, and 2) respect. Be modest with power.

Always stand in user's shoes. See from their perspective. Understand what they need.

I started that chat wanting to prove our product.

I ended it realizing the best sales pitch is silence — and listening.