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• We have a deep desire to do great work (a quest for excellence)

• We’re default optimistic & enthusiastic (it’s worth extra 50 IQ points)

• We value self awareness and a continuous desire to develop ourselves

• We love bar raisers that raise the level of a group (both new and existing hikers)

• We love non-conformists, rebels but have a deep dislike for ‘brilliant jerks’

• We believe a deep alignment to our values is the entry fee

• We care about our impact in the world (missionary over mercenary mindset)

• We don’t take ourselves too seriously - can have a laugh

• This is hard work so we stay fitter than most - mentally, physically, emotionally, and spiritually

• We lead above the line (creative consciousness > victimize)

• We take radical responsibility for everything (both actions and emotions)

• We’re insanely resourceful, self directing & always find a way

• We demand incredibly high standards (most would think unreasonable)

• We build better products as a result of it (and best people love high standards)

• We’re committed to operational excellence and fight hard against entropy, mediocrity and lethargy

• There is no job that is beneath us

• We put company ambition >= self ambition (our growth = company growth)

• Extreme meritocracy and results-driven (we like to win)

• We build trust, have each other’s backs & keep our ‘say to do’ ratios high

• We have backbone, debate hard yet are super energy positive

• We value tremendous alignment and often disagree & commit

• We’re high on discipline & consistency and bring our best every day

• We operate more laterally through influence vs hierarchically

• We value succinct conversations - they show an organized mind

• We value rest and recovery

• We understand that we exist only because our customers choose us (we owe them everything)

• So we start with the customer and work backwards (in everything we do)

• We do that by taking a deep interest in customer behaviour (developing empathy)

• This enables us to build trust and rapidly improve our customer experience

• We understand that customers are always waiting for something better (even when they report being happy)

• So we’re proactively solving on behalf of customers (we don’t wait for external pressures)

• This is why we are customer obsessed over competitor obsessed

• We’re also a little paranoid about our customers - they are only loyal until someone else serves them better

• We spend a tremendous amount of energy staying close to the details to develop our intuition (mind deep)

• We’re aware that the quality of our thinking is inversely proportional to assumptions we make

• So we’re clear about the problem statements before diving into solutions

• We’re constantly simplifying our thinking to increase the probability of being right

• This pushes us to ask ‘why’ a lot?

• We are great at analyzing data and using data to make decisions (both qual and quant)

• However, we often use judgment as the primary mode of decision making (strategic decisions, situations without historical data)

• We prioritize rigorously and focus on the most important goals

• We don’t solely rely on proxies to guarantee outcomes (e.g. process, market research, surveys)

• The desire to build is deeply rooted in our DNA

• We understand that innovation happens through building (not a doc/spreadsheet)

• Building needs great craftsmanship so we embrace the creative process

• Creative process pushes us to walk into the unknown to pioneer new frontiers

• We have a strong tolerance for chaos and risk of failure that comes with this

• We continuously build because we understand yesterday's “wows” become today’s ordinary

• So we’re always asking - How do we get our customers to say “wow”?

• This is how we can build ‘insanely great’ things

• A remarkable customer experience starts with heart, intuition & curiosity

• So we explore this curiosity and look for the best answers (truth) over trying to look good (this avoids superficiality)

• We tinker & iterate constantly and get our dopamine from improving ideas (not validation)

• We know mistakes will happen but we course correct quickly and don’t stop till we get it right

• We are antifragile - setbacks + reflection = exponential progress

• We value small ongoing changes that can reap significant improvements (Kaizen)

• We like speed - we have an intolerance for slowness

• So we have a tremendous bias for action

• We ‘disagree and commit’ when needed to ensure high-velocity decision making

• We’re comfortable making decisions with 70% information (not perfect certainty)

• We understand the difference between ‘reversible and irreversible’ decisions & act accordingly

• We don’t wait for orders once we have a clear & strongly-opinionated hypothesis

• We’re obsessed with reducing cycle time to push the limits of how fast we can iterate

• We work long, hard & smart (all 3)

• We make bold decisions, not timed ones

• We have the courage to work on audacious ideas and big goals

• We can translate crazy ideas into clear and actionable plans

• This percolates into all our product thinking

• We prefer doing the hard things that matter vs easy things that don’t

• We have the patience to think long-term, which can often be controversial

• So we’re comfortable being misunderstood in the short-term for long-term gains

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