Like many companies, there are oscillations in the “success” of the overall business. Sometimes we just barely meet a goal, sometimes we double it.
As we’ve scaled, I’ve generally seen our team’s morale match our performance. Everyone likes winning; no one likes losing. We like knowing that our hard work is putting points on the board and making an impact, so, unsurprisingly, we’re thrilled when we win.
In a more recent case, we started seeing a divergence. As top-line metrics, sales numbers, even product metrics started moving up and to the right quickly, morale was dipping. Product roadmap had to be balanced against customer delivery and scaling. Customer success’ portfolio grew. Support volume increased. While we believed we were making the right team hires to maintain high quality of service, we also were aware the teams were burnt out, and that the “win” alone was not sufficient.
One of our board members, always one to provide sage advice at the right time, summed it up so clearly for us:
Success is harder than failure.
I’ll let that sink in with you.