The wisdom of setting business goals—always striving for bigger and better—is so established that it seems like the only thing left to debate is whether the goals are ambitious enough. So imagine the response when we tell people that we don’t do goals. At all. No customer-count goals, no sales goals, no retention goals, no revenue goals, no specific profitability goals (other than to be profitable). Seriously.
We don’t show any customers anything until every customer can see it. We don’t beta-test with customers. We don’t ask people what they’d pay for something. We don’t ask anyone what they think of something. We do the best job we know how to do and then we launch it into the market. The market will tell us the truth. Do we miss things we could have found had we asked a bunch of people beforehand? Of course. But at what cost? Putting everything we build in front of customers beforehand is slow, costly, and results in a mountain of prerelease feedback that has to be sifted through, considered, debated, discussed, and decided upon. And yet it’s still all just a guess! That’s a lot of energy to spend guessing.