Tag: unreasonable hospitality

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How to Boost Engagement: Proven LP Relationship Building Techniques

A while back, my friend Augustine, CEO and founder of Digify, asked me to write something for his company, Digify’s blog, about how I think about maintaining relationships between fundraising cycles when I was still an investor relations professional. As such, I wrote a mini two-part series on the frameworks and tactics I use to maintain LP relationships. Been given the liberty to cross-post on this humble blog of mine, in hopes that it helps any emerging managers or IR professionals here.

Voila, two of two! The first one you can find here (also linked below).

Author’s note: My promise to you is that we’ll share advice you’ve likely never heard before. By the time you get to the end of this article, if you’re intimidated, then we’ll have done our job. Because that’s just how much it takes to fight in the same arena as people I’ve personally admired over the years and work to emulate and iterate daily. That said, this won’t be comprehensive, but a compilation of N of 1 practices that hopefully serve as tools in your toolkit. As such, we will be separating this piece into Part 1 and 2. The first of which is about overarching frameworks that govern how I think about managing relationships. The second of which focuses on tactical elements governed by the initial frameworks brought up.

You can find the first piece of two here.

It’s easy to stay high-level and strategic. I won’t. I personally find it helpful to have tactical examples on how to execute frameworks on LP relationship management. As your mileage may vary, the below will hopefully serve as tools for the toolkit, as opposed to Commandments or the Constitution for investor relations practices.

Tactic 1: Co-create

In general, people who help create a product have more mental and emotional buy-in to the continued success of said product. It’s why influencers leverage their fanbase to generate new ideas for content. It’s why laws and propositions are voted on. It’s why your parents asked what you wanted for dinner. It’s why, if you’re a junior team member and want budget and resources for your project, you ask for feedback from leadership (often). While not every LP wants to be intimately involved in the day-to-day, and even if they don’t end up helping, it still goes a long way when you ask for their feedback and advice for major firm decisions, regardless of whether they’re on the LPAC or not. Building strong LP relationships requires making them feel like true partners in the decision-making process. They want to be involved in:

  • Hiring/promoting a new partner or GP
  • Pivoting or expanding fund strategy
  • Increasing the length of the deployment period or fund term
  • Generating early DPI
  • Breaking a partnership

LPs want to hear news before they become news. And if time and expertise allows, they’d like to write the press release with you.

In addition, if you have the bandwidth and resources, host events with them on topic areas they’re interested in. Even if it’s a small gathering of four to six people, it’s the intentionality and the willingness that counts.

Tactic 2: Follow up without asks, often and thoughtfully

I think a lot about Ebbinghaus’ Forgetting Curve. Effectively, how long does it take someone to forget new information and as a function, how often do you need to remind someone for them to retain memory of that new piece of information? Within an hour, the average person forgets half of what they learned. Within 24 hours, the average person forgets 70% of it. And within a week, they forget 90%. I won’t get too technical here, but if you are interested in learning more, I highly recommend reading this paper: Murre and Dros’ Replication and Analysis of Ebbinghaus’ Forgetting Curve.

And so, in theory, every time someone’s memory of you, of your thesis, or of your firm drops below 90% memory retention, you should remind them. Rough intervals of which are within minutes, within 2 hours, within a day, within a week, within 30 days, and so on. In practice, after you catch up with an LP, text them a note saying that you’ll follow up within the day. And yes, texts are often far more effective in maintaining relationships with LPs than emails. Emails are read by other team members and often lost in inboxes. The only exception to this rule is if you or your LP is an RIA, and requires all communication to be archived, including text.

Outside of scheduled catchups, spend a lot of time tracking people’s hobbies and interests in your CRM, and sending LPs an article, video, interview or insight that reminded you of them or that you think they’d genuinely appreciate; it goes a long way. Oh, and sending thank you notes more often than you think you need to, especially unprompted ones, really helps cement relationships. Over time, this will become a habit. Here’s an example of an email I send often:

Hey [name],

Read this article [link article] this morning as I was grabbing my morning coffee and it reminded me of our conversation half a year back on [insert topic you were talking about].

One of my favorite lines from the piece was [insert quote from the article] – something I thought you would really get a kick out of.

I know you’re busy, so there’s no need to reply to this email, but I want to send this your way in case it’s interesting for you, as well as send you good vibes on this beautiful Tuesday.

Keep staying awesome,

David

Two things here:

  1. You do not have to write like me.
  2. Telling people that they don’t have to reply is more likely to result in a reply. Works for me 80-90% of the time when sending to a warm connection. Though, your mileage may vary.

When I had Felipe Valencia from Veronorte on my podcast, he mentioned that he brought Colombian coffee for GPs whenever he visited the States. I also know of IR people and GPs who do the same for LPs. And vice versa from LPs to Heads of IR and GPs, especially from our Asian counterparts, where gifting culture is more common. Do note though that if your LP is from a public institution—sovereign wealth fund, pension, endowment, or sometimes, even a large corporation—individuals are not allowed to accept gifts more than $50, or sometimes none at all.

Tactic 3: Prepare to meet ahead of budget cycles

One of my favorite lessons from Top Tier Capital’s co-founder, David York, was on when to see LPs as a function of budgetary cycles.

“Going to see accounts before budgets are set helps get your brand and your story in the mind of the budget setter. In the case of the US, budgets are set in January and July, depending on the fiscal year. In the case of Japan, budgets are set at the end of March, early April. To get into the budget for Tokyo, you gotta be working with the client in the fall to get them ready to do it for the next fiscal year. [For] Korea, the budgets are set in January, but they don’t really get executed until the first of April. So there’s time in there where you can work on those things. The same thing is true with Europe. A lot of budgets are mid-year. So you develop some understanding of patterns. You need to give yourself, for better or worse if you’re raising money, two to three years of relationship-building with clients.”

Knowing the timing of when to see who is important, especially these days when you’re required to meet and build relationships across the world. Strategic timing can make or break an LP relationship, particularly when it comes to securing allocations.

While the above are usually for pensions, corporates and sovereign wealth funds, endowments, foundations, and large family offices all have recurring cycles. And meeting a few months before the ball has to roll can mean the difference between you being a line item somewhere and being on top of the docket.

Tactic 4: The 11-star experiences

I first learned of this when tuning into a Reid Hoffman and Brian Chesky interview, which I highly recommend. It was further reinforced as I spent more time learning from people in the hospitality and culinary world.

To summarize, everyone knows what a 1- to 5-star experience looks and feels like. But when everyone is optimizing on a 5-point scale, to outcompete others, you must compete on a scale they have yet to conceptualize. And so a five out of five experience is one where you leave happy and content enough to leave a glowing review because all the boxes were checked. Everything in your ideal vacation, retreat, or dining experience was fulfilled. So… if that’s the new baseline, then what does a six out of five experience look like?

Maybe that’s sending a limo to pick someone up at the airport, so they don’t have to find their own way to the establishment. That could also be finding your guest’s favorite bottle of champagne and having it ready when they enter your premises.

So, if that’s a six out of five, what does a seven out of five look like? You’ve pre-booked everything your guest is interested in before they show up and without them having to lift a finger. Or you learned that on their entire NY trip, your diners never had the chance to try an original New York hot dog from a street vendor, so you replace one course of the menu just so that they can try it. (True story. Would highly recommend reading Will Guidara’s Unreasonable Hospitality.)

So, if that’s a seven-star experience, what does an eight look like? What about a nine-star? 10-star? 11-star?

At some point, the stakes get quite insane. Meeting their role model from the history books. Using time travel or teleportation devices. Meeting aliens. But trust me, if competitive sports taught me anything, it’s that it’s good to envision the impossible as possible. And, the most important part to envision in this entire exercise is the genuine, and unstoppable smile that appears.

So what does this look like in practice? I cannot list everything out there, because it’s 1. not possible, and 2. if I can spell out a true 7- or 8-star experience, it’s generalizable. And if it is, it won’t feel special. That said, let me list out some I’ve done in the past that hopefully serve as inspiration. Caveat, I’m a Bay Area native, and I still live in the Bay Area.

  • An LP tells me they’re coming to visit the Bay. I send them a suggested itinerary based on the number of days they’re here, which balances both work and some under-the-radar touristy things. On top of that, I send hotels I suggest, restaurants I recommend, and more. All of which I offer to call on their behalf because I know the staff there and I might be able to get them a discounted rate or an automatic upgrade.
  • If I recommend a restaurant, and they agree to host a meeting there or just to try it out, I call the restaurant, tell them that they’re really important people to me (can do so if I’m a regular patron there already), and on top of that, I ask them to give the guests a kitchen tour.
  • I ask a local chocolatier to custom make some bonbons for me that are inspired by the individuals visiting, that I give to the LPs when I meet them in person.
  • If it’s a rush order, I call one of the long-established fortune cookie shops in San Francisco for them to do a custom order and write custom fortunes inside each fortune cookie. And inside each fortune is a fun fact about each person I’ve introduced them to meet while they’re here.
  • When it comes to intros, 70% of my intros will be relevant to their business interests. Startups. VCs. Other LPs. 20% of my intros are my recommendation of who they should meet but might not know they should. 10% are 1-2 people I think extremely highly of who are outside of technology and startups, but will offer a fascinating perspective to the world. A YouTuber with millions of subscribers. A legendary restaurateur. A lead game designer. An author. A Nobel prize winning professor. Naturally, I do the last selectively. My job is also to protect their bandwidth. For the last set of intros, I also don’t take intro requests.

All-in-all, LPs, like the rest of us, are human. We’re emotional creatures. We love stories. We are naturally curious. We love wonder. Their job doesn’t always allow for them to be, especially with tons of back-to-back diligence meetings, conversations with stakeholders, and so on. So it makes me personally really happy when I can balance suspense and surprise when I help them craft trips to the Bay.

In closing

These are just a few strategies and tactics among many. The goal with this piece was never to be exhaustive, but to inspire possibilities and your favorite practices. And if you’re willing, I, as well as the Digify team, are always all ears about practices you’ve come to appreciate and build into your own routine. Until the next time, keep staying awesome!

Stay up to date with the weekly cup of cognitive adventures inside venture capital and startups, as well as cataloging the history of tomorrow through the bookmarks of yesterday!

Any views expressed on this blog are mine and mine alone. They are not a representation of values held by On Deck, DECODE, or any other entity I am or have been associated with. They are for informational and entertainment purposes only. None of this is legal, investment, business, or tax advice. Please do your own diligence before investing in startups and consult your own adviser before making any investments.

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Paying Attention Vs Paying Proper Attention

magnifying glass, pay attention

Earlier this week, I was listening to a fascinatingly thoughtful conversation between Tim Ferriss and Kindred’s Steve Jang, where Tim said one line that stood out in particular: “I’ve been paying a lot of attention, but I’ll be honest, I don’t know how to pay proper attention.”

And well, it got me thinking. About the difference between knowing what to look at and knowing how to look at it.

One of my favorite TED talks is by Will Guidara (quite honestly I think it deserves more views on YouTube than it has). Will is probably best known for co-founding one of New York’s hottest fine dining restaurants, Eleven Madison Park, and for writing the book, Unreasonable Hospitality. And in it, he talks about how just listening to the conversations that are happening at the tables and delivering these small, unexpected pockets of joy can create experiences that transcend money and time.

In the afore-mentioned talk, he talks about how there are four diners at Eleven Madison Park. That they went to all the top restaurants in NYC. Le Bernardin. Per se. And so on. And Eleven Madison Park was the last on their to-do list. But the only regret they had was that they never got to try a New York hot dog. Of course, upon hearing that, Will storms out the door to buy a $2 dog, brings it back to the kitchen and convinces the chef to serve it over the aged duck that took years to perfect. And when he finally delivered the next course on the menu as the hot dog he just bought, the four guests went bonkers. That despite on the multiple courses and the brilliant food, that their favorite dish was the NYC hot dog.

That it was because Will paid proper attention to his guests that he was able to deliver a truly unforgettable experience.

The truth is how to pay proper attention to anything that deserves our attention is the million-dollar question.

Paying proper attention

There’s the famous selective attention test, where viewers are asked to count the number of times the ball is being passed between the players, only to fail to realize that there is gorilla that walks across the screen. We’re told to pay attention to the ball passes, but only by paying proper attention to the purpose of why the test is being administered, do we catch what is hiding in plain sight.

Similarly, Raymond Joseph Teller (or better known for being half of the dynamic magic duo Penn & Teller) did a fascinating talk a decade and a half ago about the illusion of expectation. That magic in all of its novel facets feeds off of the expectations of its onlookers. When one tries to pay attention to the coins that are “magically” jumping from one hand to the next, you might fail to catch the sleight of hand in between. But only after he reveals his secrets is the simple magic act all the more impressive. In other words, in the second half, he teaches you how to pay proper attention.

If you have eight minutes in your day, would highly recommend watching the below video.

I can’t speak for every topic, industry, relationship, and so on out there, but at least for the cottage industry of venture capital, why I choose to write an angel or an LP check is similar. I don’t really look for what will change. ‘Cause damn, it’s so hard to predict what will change and how things will change. If I knew, and if one day, I know, please invest in my public markets fund, which will be the best performing fund of all time. But I don’t. We, as pundits sitting around the table, might draw predictions. But even the smartest of us (not sure why I say us, ’cause not sure if I can put myself in that category yet) would be lying if we knew what would happen in foresight.

Instead, I look at what doesn’t change.

What doesn’t change?

The great Charlie Munger passed away last week at the age of 99. And without question, a great loss to the world we live in today. Just half a year prior, he and Warren Buffett were hosting their 2023 annual meeting. And just two weeks prior, he was still doing CNBC interviews. And one of my favorite lines from that May annual meeting was:

“Well, it’s so simple to spend less than you earn, and invest shrewdly, and avoid toxic people and toxic activities, and try and keep learning all your life, et cetera, et cetera, and do a lot of deferred gratification because you prefer life that way. And if you do all those things, you are almost certain to succeed. If you don’t, you’re going to need a lot of luck. And you don’t want to need a lot of luck. You want to go into a game where you’re very likely to win without having any unusual luck.”

In reducing the requirement to need luck, one of the most effective ways to find what is constant in life. That despite changing times and technologies, these stay true. Or as Morgan Housel and Naval Ravikant put it, If you lived your life 1000 times, what would be true in 999 of them? In investing jargon, pattern recognition. Across my investments and more, where have I seen outperformance? What characteristics do they all share? What about human nature won’t change?

In fairness, pattern recognition gets a bad rap. And for a lot of investors, that’s because they choose to only invest in their comfort zone, and what they know best. Their former colleagues. Their Stanford GSB classmates. People who look like them, think like them, act like them. But recognizing thematic threads stretch across all facets of our life. We learn that not brushing our teeth well can lead to cavities. We learn that after stubbing our toe on the kitchen counter numerous times, we take a wider turn before turning into the kitchen. And we learn that eating piping hot foods kills your tastebuds for the next few days.

The venture corollary

In venture, we’re always taught to look at the team, product, and market. And that all are important. But if you tell a new grad or an ex-founder or an emerging angel to do just that. To them, that means nothing. They wouldn’t know how to judge. They have no benchmarks, nor do they know what’s right versus wrong. Now I don’t want to sound like a broken record, but I do believe previous blogposts like this and this are quite comprehensive for how I pay proper attention as an investor.

Emerging LPs are not immune to the lack of perspective as well. My hope and my goal is for how to be just as important if not more than the what. And for the why to be just as or more important than the how. It’s because of that, I write essays like this and this. And of course, it’s why I started Superclusters because I, too, am looking for how to pay proper attention to the next generation of venture investors. (Stay tuned for the coming Monday for episode four where we unpack the bull and bear case of early distributions in a fund!)

Photo by Shane Aldendorff on Unsplash

Stay up to date with the weekly cup of cognitive adventures inside venture capital and startups, as well as cataloging the history of tomorrow through the bookmarks of yesterday!

The views expressed on this blogpost are for informational purposes only. None of the views expressed herein constitute legal, investment, business, or tax advice. Any allusions or references to funds or companies are for illustrative purposes only, and should not be relied upon as investment recommendations. Consult a professional investment advisor prior to making any investment decisions.

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Three Lessons For Creating Unforgettable Experiences

games, playing, child

As those close to me know, over the past few weeks, I’ve been knee-deep in some new projects. Projects I haven’t been this excited to produce in a long while. One of which is around experiences.

At the same time, as friends and long-time readers of this humble blog know, I am no stranger to the world of social experiments and experiences. I still don’t have a great catch-all term for it. They’re not just another set of “events.” Events just remind me of the same conference, fireside chat, or happy hour playbook. But I try to take my events a step further. So, naturally, given my fascination around building experiences, I walk hand-in-hand with both psychological research and game design. The former of which I share a bit more in previous blogposts than the latter.

So, I’m going to dedicate this essay to three of the lessons I picked up in the latter.

  1. Create experiences that optimize for people who know no one else there.
  2. Don’t confuse complexity with depth.
  3. A great event is great not due to the event itself, but because of the story one gets to tell again and again.

1. Create experiences that optimize for people who know no one else there.

I had always had this somewhere in the back of my head. To design experiences where no one was ever left out. But when I caught up with a friend recently in New York, he codified it into what it is today. As someone who runs a design studio that builds immersive experiences in New York, he spends most of his time building experiences for strangers. And while friends may visit his exhibits together, the vast majority of his attendees do not know anyone else.

Take, for example, happy hours. Most happy hours aren’t designed for the person who knows no one. Usually the event itself is fairly laissez-faire. Most of which, the hosts don’t actively try to connect attendees. And so if you show up at a happy hour and the host is too busy to intro you to anyone, unless you’re an outgoing person, you’re likely standing near the edges, hoping to jump into a conversation if any group will let you. This often leads to events where people leave early and form cliques. It also optimizes for early birds, rather than the fashionably late.

Tactically, it’s creating excuses for people to jump in conversation. While not a problem for outgoing individuals, I need to empower everyone, including shy introverts, with tools to start conversations, where I and/or the experience shoulder the initial responsibility and blame to start conversations. That could be with customized fortune cookies where one is supposed to read their fortune to someone else. Or empowering people with a mission or an ask greater than themselves. For instance, to over-simplify it a bit, “I’m trying to put together a small group of everyone who’s wearing glasses tonight. Do you mind helping me find out all the names of the guests who are wearing glasses?” Or “I’m trying to resolve a debate with my co-host. Pineapples or no pineapples on pizza. I’m all for pineapples, but she isn’t. Can you help me find more allies?”

2. Don’t confuse complexity with depth.

This is unfortunately a fallacy I often find myself spiraling down the longer I’m given to ponder. And I lose myself in intellectual complexity.

Many years ago when a couple friend and I first decided to host an escape room in a mansion over three days and two nights, the greatest question we had was: How do we create an immersive experience over multiple days? And retain that level of immersion throughout? I thought, hell, what if we created a brand new language for the event. One that all guests would have to learn and practice throughout the event. We’d ease them in slowly, but the biggest puzzle could only be solved through adequate mastery in this new language. This easily gave me the greatest injection of dopamine when planning for the event. And I went deep, talking with linguistic professors, studying how Tolkien created Quenya, and how Cameron and Paul Frommer created the Na’vi language.

It was truly interesting to me and to many of my friends. But unfortunately, through user testing, to most others, while interesting to hear its backstory, was not fun to practice. I had ended up developing it to a level to where it departed from its English roots to resembling language of Scandinavian origin. Because of its complexity and how there were more guests who were English speakers than speakers of this new language, immersion broke almost instantaneously.

The great Mark Rosewater once defined interesting as intellectual stimulation and fun as emotional stimulation. While they’re not mutually exclusive, it’s important to not confuse the two.

There’s a great Maya Angelou line that I, like many others, like to reference. “People will forget what you said, people will forget what you did, but people will never forget how you made them feel.” And it is no less true for gamified designs. Emotional satisfaction often runs deeper and longer than intellectual satisfaction. The former has a greater chance of becoming a “core memory,” to borrow from the brilliant minds behind Pixar’s Inside Out, than the latter.

I was lucky to learn this lesson from one of the greatest designers of card games alive today. It was on a call earlier this year, where I was telling him about all the awesome bells and whistles I was planning on implementing for an upcoming experience. And I asked what he thought. To which, he responded: “Kill all complexity. Complexity is not a substitute for depth. Rely on your audience for depth. The more borders, the harder it is enjoy. Too few, it’s chaotic. Find the absolute minimum number of borders.”

The goal of creating systems is to create opportunities for serendipity. To create opportunities where people can dive deep. Not to force people to take the plunge when they may not be ready.

His advice just happens to rhyme with a quote I’ve always kept somewhere in the back of my mind, but now sits on the wall above my PC.

“Your ability to solve problems with magic in a satisfying way is directly proportional to how well the reader understands said magic.” — Sanderson’s First Law of Magic

3. A great event is great not due to the event itself, but because of the story one gets to tell again and again.

Under the ambiance of MarieBelle, which I still so fondly remember the moment my friend told me this, she said, “A great event is great not due to the event itself, but because of the story one gets to tell again and again.” It’s the truest definition of surprising and delighting. She was someone who used to work on the Dreamweavers team at Eleven Madison Park when Will Guidara was still there. As such the above lesson was a page out of Will Guidara‘s book Unreasonable Hospitality, whose best known for how intentionally he took front of the house hospitality at 11 Madison Park, one of the greatest restaurants in the world. 4 stars on New York Times, and 3 Michelin stars. He also happened to be the person who conceived the Dreamweavers team there. Just to give you an idea of how seriously they take their roles…

First off, the core of the event itself — the meat, the protein — has to be great. If it’s a tofu burger, it better be a damn well-marinated fat slice of egg tofu, double-fried to perfection. To Malcolm Gladwell, that’s the meal.

And only once you have it all, what’s the cherry on top? What’s the candy? Why would people want to talk about it? For events, that’s:

  • Delivering surprises — gifts and/or experiences they do not expect
  • Transferrable pieces of knowledge — insights, frameworks, or trivia knowledge that are useful even after the event
  • Meeting great people WITH great stories — “Did you know that [so-and-so] did X?” And for this to happen not just opportunistically but at scale, finding ways to help people share stories of vulnerability or of adventures that have yet to grace any public media is key. The easiest way is through questions. The slightly harder way is through a set of triggers where it makes sharing such a story natural.

In closing

I am, as always, a work-in-progress. And with the events I’ll continue to host this year, I’m going to learn more. And in time, be able to share more of my lessons, trials, and tribulations in this journey. In hopes, this will aid or inspire you on your path.

Photo by Holly Landkammer on Unsplash

Stay up to date with the weekly cup of cognitive adventures inside venture capital and startups, as well as cataloging the history of tomorrow through the bookmarks of yesterday!

The views expressed on this blogpost are for informational purposes only. None of the views expressed herein constitute legal, investment, business, or tax advice. Any allusions or references to funds or companies are for illustrative purposes only, and should not be relied upon as investment recommendations. Consult a professional investment advisor prior to making any investment decisions.

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