So that's your job too, to clarify and simplify for everybody on your team. The more you simplify the better people will perform..

Treat customer support as a product..

Delegate completely. Let people make mistakes and learn..

Any executive, any CEO should not have 1 management style. Your management style needs to be dictated by your employee..

It's easy to shortcut when you get busy explaining the why's of the world, but it's very important to try..

You kinda want to look for the anomalies. You don't actually want to look for the expected behaviour..

When you start a company everything is going to feel like a mess. And it really should. If you have too much process, too much predictability, you ar….

You really need to spend a lot of your time focussing people..

The key metric of whether you've succeeded is what fraction of your employees use that dashboard everyday..

At first when you start a company, everything's gonna feel like a mess and it really should. It should feel like everyday there's a new problem, and ….

The agenda should be crafted by the employee who reports to the manager not the manager..

The job of an editor is to ensure a consistent voice..

If the Martians took over eBay it would take 6 months for the world to notice..

You want to start with the objective of everything should feel exactly the same..

The real thing you do is you ask a lot of questions..

The office environment that people live in and work in, dictates your culture and how people make decisions..

You are not going to do most of the work. You shouldn't be doing most of the work... and the way you get out of doing most of the work, is you delega….

Building a company is basically taking all the irrational people you know... Putting them in one building and then living with them 12 hrs a day at l….

Being a venture capitalist to me is like being more of a psychologist. So if you come to my office we have two chairs with a table in the middle. And….

Don't accept the excuse of complexity..

Possibly the most important thing you do is actually edit the team..