Embarrassment as a Service (EaaS) – why it wont work in Bangalore

“The title is an attempted technical nerd alert “.

Trying to embarrass the Bangalore crowd into doing something that is the “right thing to do”, just does not work. Let me give you 3 examples.

1. On my plane ride from Bangkok to Bangalore, I picked up a copy of Newsweek and the Asian WSJ. Long flight I imagined, might as well get some light reading done. I boarded the plane and sat down at my seat, realizing that I had my contact lenses on, left the reading materials on my seat and put my toothbrush on them and headed to remove and store the lenses.

On my return I noticed the man next to me reading the WSJ with the Newsweek on his lap. Trying to be nice, I mentioned they were mine and purchased outside.

He looks at me quizzically, looks at both the items and returns the newspaper he was reading and says – “Okay, you read this and give it to me when you are done”, still holding the Newsweek in his hand.

“Huh? (double take). They are mine, I bought them, so let me have them and when I am done I’ll let you know” was my response, a little too curt perhaps.

He seemed annoyed to say the least (as was I). This is going to be a really long flight I imagined, wondering if I could sweet talk the air hostess into seating me elsewhere.

She would not hear of it – “Sir that’s your assigned seat, please dont change”. Looking around there were a few seats free, so I ventured I’d change after the doors closed. Meanwhile my neighbor was asking the air hostess for some juice. The Thai airways air hostesses had been awesome from HKG to Bangkok so I was a little surprised when she replied with a stiff “Please wait”.

Turns out the flights from any place to India (and other countries nearby BTW) are the most detested by the Thai airways air hostesses – “The passengers are demanding, very impolite and ill mannered” says the purser.

“Not everyone going to India is that way” I countered.

“True” he said, “but its hard to discern, so we take the lowest common denominator, and nothing seems to embarrass them”.

2. Flying from Chennai to Bangalore I was seated at the “waiting area” when a well dressed (Boston loafers, Tag Heuer watch, and a Blackberry 8800 to boot) gentlemen next to me, sat down, opened a piece of hard candy and dropped the wrapper to the ground.

My N95 to the rescue I thought and whipped it up to take the video of the incident, the wrapper and him chewing on the candy.

“What are you doing?” he asks.

“Taking a video” I responded, ready with arguments of free speech, free country, blah blah, blah.

I made it very obvious that I wanted to shame him for littering the place.

“Oh cool! Nice phone.” he says, “Tell me which website you put it up and I’ll show it to my kids and wife” in earnest, not missing a beat.

3. Outside the building on the entrance to my dad’s office I visited is a whiteboard with a listing of the companies and individuals that have not paid their rent for the month of May.

I walked up, waiting for the elevator, staring at the whiteboard, when 2 more people sauntered in, engrossed in an animated conversation. They stopped and pressed on the elevator call button a few time (Just to make sure), then wandered towards the whiteboard.

“Hey look, my name’s there again” says one, “this is the 3rd month”.

“Hat trick boss” says the other, “my accountant is taking care of the payments, and I think he’s paying my rent too early these days” looking deeply disappointed, making a mental note to call his accountant and give him a piece of his mind.

They both turn to face me and the first one asks “What is your name, sir”?.

“Mukund” I replied, not expecting anything else in terms of conversation.

“Oh! Never seen your name on this list of defaulters. I made a hat trick this month” he responds beaming from ear to ear, fully expecting a nod of approval or appreciation from me.

I can sell you anything, not just right now – Bangalore Electricity & Fry’s electronics

I walked into a Reliance Digital store in Bangalore (Cunningham road) late Friday evening. This is the Indian equivalent of the chain Fry’s Electronics with some minor modifications. Most stores follow the same format apparently and are not located in malls. They sell books, music, appliances, electronics, the works. Unlike Fry’s prices are not very competitive (by local standards). For me (having been in Silicon Valley for 15+ years) it was more like Fry’s electronics without the great prices, lacking in selection and still had the same uninformed sales staff.

The store is in 2-3 floors, with the lowest having books, kids toys etc. and appliances, music, electronics on level 2. At 630 pm Friday there were more uniform clad 20 year old sales people than “customers”. In fact sales people outnumbered customers 3 to 1.

Wonder why?

“Power cut sir (ed. This means there’s no electricity)” says a 16 year old Sahil, “You cant go upstairs, we have no current (sic)”.

Hmm I wonder. You spent a lot of money on the store and inventory, but did not get a generator or UPS (Uninterrupted Power Supply)?

He seemed to have read my mind based on the frown on the face.

“Its been this way from 2 pm. Our generator is only good for 3 hours” he adds.

“Okay, do you have a replacement battery for Blackberry Curve?” I ask.

“Sir I do. I have every possible accessory for your Curve, battery, faceplate, hoster, car charger. But I cant sell you anything now. Our cashier cannot generate receipts. We can take your cash, and may be able to give you a paper receipt, but if you want to return if it does not work, we cant honor it “. he replies, clearly frustration showing on his face more than mine.

There you have it – the real problems with growth in Bangalore. Lots to sell, everything to buy. Just not when you want to either buy or sell it.

I feel “dirty” – why and how bribes work in Bangalore

As I tweeted, I am in Bangalore now and will be for some time working with our team. Landed at midnight (every international flight lands only between 11 pm and 2 am, at night in India – dont even ask why) in Bangalore airport Wed. I had a couple of boxes with me and 2 laptops – one was my PC which has all my files and mail from ages ago and another was my new MacBook (relatively new, its a few months old now).

Apparently you are allowed only one laptop when you clear customs in India. So they scan every bag and mark the ones with a laptop with an X in red. I was duly asked to “step aside” to be inspected. There was a customs officer T.P. Ullas who asked me why I have two laptops. I said one was an old (5 years) one, which has my backup and another was the laptop I used. He quickly pointed me to a not so official cartoon that stated “only one laptop per person”.

“Okay” I said what now? I can “declare it and put it in my passport” (they make an entry in your passport) so I have to take it back when I return.

“No” replied T.P. Ullas, “what else do you have?”.

“Clothes, books, not much” I said.

Ullas: “Well you have to pay the duty”.

Me: “But I am taking these things back”.

Ullas: “That’s not the rule”.

Me: “What is the rule then?”. annoyed.

At this point I was tired, bored and really wanting to get this over with. I looked around and there were 3 others going through the same predicament.

“Okay, what’s the duty” I ask.

Ullas: “Show me the receipt of original purchase”.

Me: “I dont have it, I dont carry it around”.

Ullas: “Okay then wait here. I’ll ask around”.

He goes and asks another guy and a third guy and they quickly start to talk about IPL Cricket.

I am totally annoyed at this point. So I get in front of them and confront him with ” I want to move quick, tell me the duty and I’ll pay it”.

Again he replies “I need the receipt. We cant do anything without the receipt”.

Me: “I bought it for about $1000. That’s the base price”

He goes inside to a room to bring a book with some numbers apparently that indicate duty prices. He says “I cant take your word for it, so it has to be the maximum”.

Resigning to the fate, I wanted him to get this over with. He then wanted to open all the boxes and assess everything from my Blackberry and iPhone – “Why do you carry 2 phones?” was another question, to my IPod, Kindle and finally came up with a ridiculous “I think the maximum estimate is Rs. 120,000” or about $3000. (Not sure even if the sum total of all my items would amount to that).

“You can do this quick or you can do it by the book” he says then.

I did not quite want to understand it. I knew he was asking to be paid and since I did not have any local currency I wanted to pay by check for the duty. He wont hear of check.

He pulls me into a smaller room and takes my passport and says “Just go outside to the ATM machine and bring me Rs. 3000 (about $90) and I’ll take care of it”.

Given the endless catch 22 of receipts and duties, I just stepped out, went to the ATM, withdrew $100, came back. He took me back to the room inside, satisfied with the Rs. 3000, gave my passport back.

Awful. Dont know why I had do give in and not sure why I had to pay him. Still trying to cleanse. It was the difference between $100 or $3000.

What would you do? Why? How do I get this better next time?

What does it mean when you hear “Why does this not have an Apple-like User Experience?”

I was in a discussion with the CEO of a small software company (enterprise software, they sell to large fortune 2000 corporations) about their new version.
They had been working on a new version for over 4-6 months (a long time in the Web 2.0 world for sure). Turns out they completely changed their user experience – what they thought was better for their customers based on input.

Customers consistently (even those that are “Windows only shops”) said – “Why is the User experience not like Apple”?.

Even if your customers have never used a Mac, they are possibly iPod or iPhone customers. They know someone or have some experience with someone who has a Mac. Here’s what I believe they mean when they want an “apple like User Experience”

1. User delight: There’s a certain glint in the eye when someone is using their iPhone or the new iPod Touch. Same when I saw several folks using their Apple Mac on the plane. Same when they were using the older iPods. They feel like they’re having fun, their “device” or the software in the device is “delighting” them. If software or the device makes the feel like its a chore (like accepting my Linkedin requests) then you can be assured its a matter of time before users give up.

2. Intuitive Navigation: Most people in enterprise software focus on “consistency” of the user experience. Like my friend Ashwani was telling me today – an enterprise software feels “antiseptic”. Menu’s on top, left or right navigation with standard tags etc. Apple products seem to know what are the 1-2 things I want to do when I am at any point of my product usage. The key difference is the fact that they dont try to make it consistent just for the sake of being consistent. My blackberry is also starting to feel like that BTW. Choose something (like a name) and there are only 1-2 things I want to do – like look up address or call someone. If I am on the address, the menu choice is Map on Google maps. Very intuitive.

3. Simplicity: I dont have to expound this any more than say even if your product does only 3 things but does those three things well, the simplicity of Google search will beat the cluttered search experience of Yahoo.

4. Pleasing color scheme: Colors matter. Dont let anyone tell you otherwise Brushed steel or grey is Apple standard, with lots of simple black and white. But the software color patterns are fairly pleasing on the eye in my Safari browser. Very bright, seems like a “well lit place”.

5. Never make them feel like an idiot”. Even after using my Mac for a long time I dont think I have explored over 20 keystrokes and most important items I’d like to do. But I dont feel like an idiot not knowing the 100 other things I can do, since these are good enough to get back. My Vista experience on the other hand (move back to XP) was horrible. The new Microsoft 2007 suite is an absolute nightmare to learn (PowerPoint & Excel especially). Things that were simple to do in previous versions are very difficult to find.

That’s ultimately what makes the Apple user experience a great one: Simple & pleasing to use, Intuitive and delightful to interact with.

Why everyone I know has a “Moo card” and a “side” project

Is it just me? Tell me if this happens to you more off late.

Happened to me 11 out of 15 times at Web 2.0 Expo. Meet a person on the Expo floor. Showing the demo of a product (Big company IBM, Microsoft, – these are JUST EXAMPLE COMPANY NAMES BTW etc. or small company).

You start to talk and its clear they “like their product” but dont “love it”.

So you chit-chat, get some schwag and move on.

Later after hours you meet Ms. IBM at a party (Web 2 Expo parties ROCK BTW). You start to talk and lady tells you she has a startup she’s doing (on the side mind you).

Hands you a Moo card and suddenly all that passion about the space, the problem she’s trying to address, the market, the Google ad-words revenue, all come out with the fervor of an evangelical priest.

Everyone I know now has:

a) a side web 2.0 startup
b) a Moo card
c) worked with a team in Estonia/India/Russia/ (fill in good programmers at low cost country)
d) downloaded the Apple iPhone SDK
e) knows a big name blogger and can get “great buzz for their startup when the time’s right”.

Its awesome
.

I liken this to democratization of moonlighting. Previously they did 2 jobs to make ends meet. Now its to make the 2 antipodes (passion and work) meet.

The new barriers to adoption for your startup

If you have a  Internet / Web / Software startup and are looking to either a) raise money or b) hire people or c) sell to your customers or pretty much do anything “normal” any other startup would do you’ve heard this question before: “But I do this right now with (a) + (b) + (c) + cut and paste…”

Lets say you answer that question with something that buys you 30 seconds from your audience and you get to a demo or better you have an alpha product that you’d like some feedback from potential customers on. Here are some new barriers to adoption that you’ll face.

1. Application better work super FAST. Response times have to be immediate, not quick. You’ll get this from customers more now thanks to Google. Every application is now expected to have google type response. Regardless of how immature the application is. The only exception is Twitter. What did they do to deserve that billing? Point #2

2. Instant gratification: The users expect to do nothing and get value. I gave you my email, should that not be enough? Figure it out. I give you something I want 10X value back ASAP. I dont blame them at all. As a user myself I have little time for web applications that give me value only after I add 100000 people to my “friends list”.

3. Allows users to make mistakes but still works. As in why does your search not recommend things to me? I misspelled “Michael” and forgot the e. Your application should prompt me to the right keyword.

4. Make the first impression seamless: If your first 3-5 clicks / keystrokes are not intuitive or productive, then the user has lost confidence in your site. Used to be in the enterprise software world users were convinced they were doing it wrong and the software was right. Nowadays the users are smarter. Even if they are wrong, then expect the software to get it right.

your thoughts?

Creating value for a few versus value for a lot of people

I am purposely coming to his thread late. Figured this way, I’ll avoid being the yet another techmeme link. Jason Calacanis posted a while ago about how twitter can be a billion dollars.

“An absolute idiot with 10-20M users can make a ton of money. So, get to tens of millions of users and forget about money.”

Linkedin (a service I use because most of my business contacts keep sending me requests to connect) is such a service with 10 Million users.

I believe recruiters get a huge amount of value from Linkedin, so there’s a small population of their 10+ Million users who get some value by “paying” for premium services.

So back to Jason’s point, if you get 10 Million users, game over – trouble is, even at that number if your value is to a fraction of your 10 Million, then its really a house of cards is it not?

How to get everyone at your startup to work as hard as you

If you have not read Jason Calacanis’s post on “How to save money running a startup” – you should. Its a good read. Mostly money saving tips for software / internet startups alone. I know more entrepreneurs who do a much better job of saving money when they are not funded yet.

I was struck by post 11 as was Jennifer but for different reasons:

11. Fire people who are not workaholics. Come on folks, this is startup
life, it’s not a game. don’t work at a startup if you’re not into
it–go work at the post office or starbucks if you’re not into it you
want balance in your life. For realz.


Not sure I agree with this 100%.

The passion, zest and commitment for the “idea” or “goal” or “mission” drops about 10% for every new person you add to the team.

What I mean by that is that your #1 employee (outside of founders) is 10% less committed to the idea than you (since it was not theirs) and the #2 hire is 10% less committed than #1 and so on. In all the startups I have started (4) this is a hard fact you have to face. Before you get all upset about that %, realize its a rough number.

Which is why Paul Graham’s piece is true about large companies. Employee #383 is looking for a paycheck and a job NOT to change the world.

Second point: Read Om Malik’s “What the past three months have taught me“. If you are an obsessive compulsive type realize this is where you are headed.

I dont advocate perfect balance. That usually is not possible as a startup founder. But killing yourself doing a startup is so NOT worth it.

The personal blog of Mukund Mohan