Steve Larsen is an entrepreneur’s entrepreneur. By his own admission, he’s not the “world’s greatest CEO” or even the “idea guy” of young businesses. But by my observation, he is among the most willing among experienced executives and entrepreneurs to share his experience with those who have yet to cut their startup teeth. Steve spent the day at Studio G, delivering a Master Class to our startup CEOs, sharing his observations and experience gained from over nearly 20 years of leading emerging businesses.
Blogger Judi Clark captured much of the great advice for ManyMedia.
It’s been my experience that when Steve mentors, a-ha happens, and I had one of those moments as I listened to Steve talk about the 10 Reasons Startups Fail. He addressed each reason as a separate, potentially deadly challenge for young companies, but for me, Reason #6 (“Don’t Pay Attention to your Customers”) and Reason #4 (“Fail to State a Clear Mission and Focus”) came together as both problem and solution. While he was making the point that companies ignore their customers at their peril and that too many startups go sideways because they pursued too many “opportunities,” I heard the solution to problem #7 by solving #6. Your customers will tell you what to focus on, if you just listen to them.
A case in point. I was working with a startup team recently to help them develop their strategic messaging. We talked for several hours about the company’s technology, its leadership in cloud computing, the evolution of the enterprise software market. We drew on the whiteboard and argued perspective. After three hours, we agreed to a story arc, the company’s position in a rapidly evolving market, the coming disruption and the company’s opportunity to exploit that change.
Then we took a break.
After a 30-minute breather, I asked to see the customer testimonials that had been recorded for the soon-to-be launched marketing effort. A virtual parade of customers talked about the company’s ability to help solve a critical problem. They talked about cost savings, but then only as an afterthought to real benefits the software delivered. They used lots of words to describe their happiness with the product –few of them the words the company echoed in its marketing and none of them that the company would have said was its focus.
Yet in just 10 minutes listening to customers, the four executives dispatched to the task of identifying the company’s marketing message found agreement in the company’s focus. Perhaps most remarkably and what may have been the first time, the company’s founder, product lead, marketer, and salesman reached quick agreement about the business and collectively knew they could sell the message – and the focus – to the rest of the company.
Why the instant Kumbaya? Because the message came from customers.
Too many startup execs are convinced that the startup must teach and groom the market and when that strategy fails to deliver business performance, they chase to another opportunity and then another. In the most extreme case, a prominent Web 2.0 entrepreneur suggested that his customers – by which he meant every consumer in America if not the world – were just not smart enough to understand the greatness he was bringing to their lives.
It turns out, though, that customers don’t have to be “smart” to make a decision to buy or not. But entrepreneurs have to be genius in listening to the “why” in that decision if they ever expect to build a business.

