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

What you actually want to do with every single employee, every single day is expand the scope of their responsibilities until it breaks.

Most people would agree that the details matter when it faces the user. But where the real debate is on things that don't face the user.

Treat customer support as a product.

There are three things you need to do as a CEO-founder. Think strategically, drive design, and drive technology. Some people who are really good at one can build a pretty foundational company. Most people who are very successful are good at two. But Jack is the only person in the Valley I've met who's all three. He's a first-rate strategist, a first-rate designer, and a first-rate technologist.

The key to culture is it's a framework for making decisions. And if it's baked into your culture, people learn how to make decisions across that culture without you ever saying anything. You never have to really do anything except watch and promote and move people around.

The companies I have traditionally seen do best over the long term had lead investors for their seed rounds