My First Million
The best business ideas come from noticing what's working and doing it better, faster, or for a different audience.
They Only Remember You're Weird
Customers give zero credit for meeting basic expectations but remember and talk about anything unusual or unexpected you do
Decision Rule
When designing customer experience, focus resources on creating memorable 'weird' moments rather than perfecting standard service elements
How It Works
Human psychology notices and remembers deviations from normal much more than competent execution of expected tasks. Word-of-mouth marketing requires something worth remarking about
Failure Modes
Being weird for its own sake without adding genuine value
Neglecting basic competence while focusing only on weird elements
Choosing weird elements that annoy rather than delight customers
Making weird elements too expensive relative to customer appreciation
Example Decision
“Restaurant owner deciding between improving food consistency by 5% (expected) or having servers personally call customers when their favorite dish is available as special (weird but memorable) - chooses the weird option because it generates word-of-mouth”