[{"_1":2,"_3":-5,"_4":-5},"loaderData",{"_5":6,"_7":8},"actionData","errors","root",{"_137":-5,"_138":-5,"_139":140,"_141":142,"_143":144},"routes/clips.$id.$slug",{"_9":10,"_11":12},"clip",{"_13":14,"_15":16,"_17":-5,"_18":19,"_20":-5,"_21":22,"_23":24,"_25":26,"_27":28,"_29":30,"_31":32,"_33":34,"_35":36,"_37":38,"_39":40,"_41":-5,"_42":-5,"_43":-5,"_44":45,"_46":-5,"_47":48,"_49":50,"_51":-5},"canonicalUrl","https://howleaderslead.com/clips/1347/keep-your-attention-on-what-your-customer-wants","id",1347,"title","Keep your attention on what your customer wants","subtitle","transcript","WEBVTT\n\n1\n00:00:00.000 --> 00:00:04.320\nyou got to start with what it is that the customer wants\n\n2\n00:00:04.320 --> 00:00:07.360\nand always kind of squarely keep your attention there.\n\n3\n00:00:07.360 --> 00:00:08.760\nAnd then you got to think about,\n\n4\n00:00:08.760 --> 00:00:12.040\nwhat are the things that you're going to uniquely do\n\n5\n00:00:12.040 --> 00:00:16.000\nthat's going to overlap well with what the customer wants?\n\n6\n00:00:16.000 --> 00:00:18.840\nAnd the rest will take care of itself\n\n7\n00:00:18.840 --> 00:00:21.400\nbecause the rest frankly is out of your control.\n\n8\n00:00:21.400 --> 00:00:23.880\nAnd you can only focus on what you can control.\n\n9\n00:00:23.880 --> 00:00:27.880\nAnd so at least the way that I thought about it\n\n10\n00:00:27.880 --> 00:00:31.640\nis to make sure that from day one,\n\n11\n00:00:31.640 --> 00:00:34.280\nwhen we were doing all of the deliveries,\n\n12\n00:00:34.280 --> 00:00:36.480\ndoing all of the support,\n\n13\n00:00:36.480 --> 00:00:40.800\nthat we understood exactly what the needs of those customers were.\n\n14\n00:00:40.800 --> 00:00:45.400\nAnd from there, just keep getting better in that process.\n\n15\n00:00:45.400 --> 00:00:49.320\nAnd I think that different competitors will come and go.\n\n16\n00:00:49.320 --> 00:00:51.240\nThat's one of the things I've observed, frankly,\n\n17\n00:00:51.240 --> 00:00:55.000\nthat any industry ours has been no exception to that.\n\n18\n00:00:55.000 --> 00:00:58.520\nAnd I think it's about winning on the product.\n\n19\n00:00:58.520 --> 00:01:02.120\nAnd that only comes if you have\n\n20\n00:01:02.120 --> 00:01:04.680\na very deep understanding of the customer.\n\n21\n00:01:04.680 --> 00:01:05.800\nI notice now that you're...\n","pretty_transcript","start_time",2496606,"end_time",2560509,"keywords","customer experience, customer problems, customer focus, doordash, delivery, understanding customers","slug","keep-your-attention-on-what-your-customer-wants","origin","cms","mux_playback_id","G01ohNdVVclj31HgKZI1oz66eaUBoWO2zE3MdiKC02z9M","mux_asset_id","iS2RFi3EBuRDvhmYdVDpLe8pkK5brYPoV00T9amq7Xpg","leader_id",135,"episode_id",283,"updated_at","2025-02-26T19:40:49.000000Z","meta_title","meta_description","og_image_media_id","web_url","https://www.howleaderslead.com/clips/1347/keep-your-attention-on-what-your-customer-wants","og_image_url","leader",{"_13":36,"_101":102,"_103":104,"_105":106,"_25":107,"_108":109,"_62":110,"_59":110,"_111":112,"_69":113,"_39":114,"_115":-5,"_41":-5,"_42":-5,"_43":-5,"_116":117,"_89":118,"_44":119,"_120":121,"_122":123,"_46":-5,"_124":125,"_126":127,"_93":128,"_51":-5},"episode",{"_13":38,"_15":52,"_27":53,"_17":54,"_55":56,"_18":57,"_20":58,"_59":60,"_61":-5,"_62":60,"_63":-5,"_64":65,"_66":67,"_68":-5,"_69":-5,"_70":71,"_72":73,"_74":-5,"_35":36,"_39":75,"_41":-5,"_42":-5,"_43":-5,"_76":77,"_78":79,"_80":81,"_82":83,"_84":-5,"_85":-5,"_86":87,"_88":-5,"_89":-5,"_46":-5,"_90":91,"_92":-5,"_93":-5,"_51":-5},"og_image_media","Break Problems Into Detailed Pieces","break-problems-into-detailed-pieces","Learn how Tony solves big problems by diving into small details – and why it’s a crucial skill for leaders, even if you hate getting “into the weeds.” Plus, practical advice for fostering innovation on your team and balancing work with life.","summary","

Today’s guest is Tony Xu, Cofounder and CEO of Doordash.

Getting a nice tasty burrito delivered to your door may seem pretty straightforward.

But when you think about all the moving parts – vendors, drivers, logistics, traffic, weather, technology – there are a lot of places where problems can pop up!

Tony and his team love to solve those problems. And they do it by breaking them down to their smallest details, so they really get clear on what’s happening.

At Doordash, Tony is creating a culture of action and ownership – where his people have both the skills AND the attitude they need to really dig into details.

To be honest, we leaders sometimes overlook those nitty gritty details. And that can be costly, because we never get the full understanding and clarity we really need to solve the problem.

Great leaders have to deal in reality. And sometimes, reality is really detailed.

Tony is a great leader who has the curiosity and hard work it takes to break problems down into detailed pieces – and there’s a lot we can learn from him!

You’ll also learn:

The #1 strategy you need to solve problems – even the really tough ones
Two practical ways you can foster more innovation in your company
Three standout behaviors to look for as you hire
A golden piece of advice for balancing work with the rest of your life
The surprising thing Tony teaches everyone at Doordash (and why)

Take your learning further. Get proven leadership advice from these (free!) resources:

The How Leaders Lead App: A vast library of 90-second leadership lessons to stay sharp on the go

Daily Insight Emails: One small (but powerful!) leadership principle to focus on each day

Whichever you choose, you can be sure you’ll get the trusted leadership advice you need to advance your career, develop your team, and grow your business.

","WEBVTT\n\n1\n00:00:00.000 --> 00:00:08.190\nWelcome to Howl Leaders Lead, where every week you get to listen in while I\n\n2\n00:00:08.190 --> 00:00:09.000\ninterview some\n\n3\n00:00:09.000 --> 00:00:11.120\nof the very best leaders in the world.\n\n4\n00:00:11.120 --> 00:00:14.900\nI break down the key learnings so that by the end of the episode, you'll have\n\n5\n00:00:14.900 --> 00:00:15.520\nsomething\n\n6\n00:00:15.520 --> 00:00:19.360\nsimple that you can apply as you develop into a better leader.\n\n7\n00:00:19.360 --> 00:00:22.200\nThat's what this podcast is all about.\n\n8\n00:00:22.200 --> 00:00:27.120\nToday's guest is Tony Schu, the co-founder and CEO of DoorDash.\n\n9\n00:00:27.120 --> 00:00:32.450\nNow getting a nice tasty burrito delivered to your door may seem very, very\n\n10\n00:00:32.450 --> 00:00:33.960\nstraightforward.\n\n11\n00:00:33.960 --> 00:00:38.140\nBut really, when you think about all the moving parts, you've got vendors and\n\n12\n00:00:38.140 --> 00:00:39.720\ndrivers, logistics,\n\n13\n00:00:39.720 --> 00:00:41.800\ntraffic, weather, technology.\n\n14\n00:00:41.800 --> 00:00:46.280\nWell, there's just a lot of places where problems can pop up.\n\n15\n00:00:46.280 --> 00:00:47.520\nBut you know what?\n\n16\n00:00:47.520 --> 00:00:50.880\nTony and his team love to solve those problems.\n\n17\n00:00:50.880 --> 00:00:55.660\nAnd they do it by breaking them down to the smallest details so they really get\n\n18\n00:00:55.660 --> 00:00:56.280\nclear on\n\n19\n00:00:56.280 --> 00:00:57.280\nwhat's happening.\n\n20\n00:00:57.280 --> 00:01:02.430\nAt DoorDash, Tony is creating a culture of action and ownership, whereas people\n\n21\n00:01:02.430 --> 00:01:02.800\nhave\n\n22\n00:01:02.800 --> 00:01:09.280\nboth the skills and the attitude they need to really dig into details.\n\n23\n00:01:09.280 --> 00:01:14.160\nTo be totally honest, we leaders sometimes overlook those nitty-gritty details,\n\n24\n00:01:14.160 --> 00:01:14.680\nand boy\n\n25\n00:01:14.680 --> 00:01:17.240\ncan they come back to bite you.\n\n26\n00:01:17.240 --> 00:01:21.250\nBecause we never get the full understanding and clarity that we really need to\n\n27\n00:01:21.250 --> 00:01:21.760\nsolve the\n\n28\n00:01:21.760 --> 00:01:23.280\nproblem.\n\n29\n00:01:23.280 --> 00:01:29.430\nGreat leaders have to deal in reality, and sometimes the reality, unfortunately\n\n30\n00:01:29.430 --> 00:01:30.280\n, is really\n\n31\n00:01:30.280 --> 00:01:32.000\ndetailed.\n\n32\n00:01:32.000 --> 00:01:36.880\nTony is a great leader who has the curiosity and hard work it takes to break\n\n33\n00:01:36.880 --> 00:01:38.080\nproblems down\n\n34\n00:01:38.080 --> 00:01:40.200\ninto detailed pieces.\n\n35\n00:01:40.200 --> 00:01:42.680\nAnd there's a lot we can learn from them.\n\n36\n00:01:42.680 --> 00:01:52.720\nSo here's my conversation with my good friend, and soon to be yours, Tony Schu.\n\n37\n00:01:52.720 --> 00:01:55.640\nTony, I want to thank you so much for taking the time to chat with us.\n\n38\n00:01:55.640 --> 00:01:57.120\nWell, it's great to be with you, David.\n\n39\n00:01:57.120 --> 00:01:58.120\nThanks for having me.\n\n40\n00:01:58.120 --> 00:02:01.560\nTony, with this lockdown, where are you working out of?\n\n41\n00:02:01.560 --> 00:02:03.160\nI'm in San Francisco.\n\n42\n00:02:03.160 --> 00:02:05.160\nAre you in your home or in your office?\n\n43\n00:02:05.160 --> 00:02:06.760\nWhat do you do every day?\n\n44\n00:02:06.760 --> 00:02:11.190\nI've been at home sheltering in place like all the good residents here in San\n\n45\n00:02:11.190 --> 00:02:11.920\nFrancisco\n\n46\n00:02:11.920 --> 00:02:15.200\nand across the US and frankly the world now.\n\n47\n00:02:15.200 --> 00:02:20.520\nAnd all of our teams are spread across the world working from home.\n\n48\n00:02:20.520 --> 00:02:24.980\nYou're the co-founder and the CEO of what has to be one of the most successful\n\n49\n00:02:24.980 --> 00:02:25.680\nstartups\n\n50\n00:02:25.680 --> 00:02:27.520\nin the past decade.\n\n51\n00:02:27.520 --> 00:02:33.140\nAnd I understand you tell yourself and your team members that you need to fire\n\n52\n00:02:33.140 --> 00:02:33.960\nyourself\n\n53\n00:02:33.960 --> 00:02:35.560\nevery six months.\n\n54\n00:02:35.560 --> 00:02:36.960\nWhat do you mean by that?\n\n55\n00:02:36.960 --> 00:02:41.630\nI think if you're lucky to be a part of something that changes very, very\n\n56\n00:02:41.630 --> 00:02:42.400\nquickly.\n\n57\n00:02:42.400 --> 00:02:47.830\nAnything that undergoes a doubling of the business every year, anything that\n\n58\n00:02:47.830 --> 00:02:48.840\nhas the ability\n\n59\n00:02:48.840 --> 00:02:56.100\nto grow 10 times in a short period of time, I think you're always in a mode of\n\n60\n00:02:56.100 --> 00:02:57.880\nrapid learning.\n\n61\n00:02:57.880 --> 00:03:04.410\nAnd I think no amount of preparation or necessarily experience can necessarily\n\n62\n00:03:04.410 --> 00:03:05.360\ngive you exactly\n\n63\n00:03:05.360 --> 00:03:08.200\nwhat you need to get through some of these challenges.\n\n64\n00:03:08.200 --> 00:03:12.240\nAnd so I think the number one thing you have to do in a type of setup like this\n\n65\n00:03:12.240 --> 00:03:12.840\nis to learn\n\n66\n00:03:12.840 --> 00:03:13.840\nall of the time.\n\n67\n00:03:13.840 --> 00:03:19.630\nOne of the things you learn very, very, very quickly is number one, there's no\n\n68\n00:03:19.630 --> 00:03:20.360\namount of\n\n69\n00:03:20.360 --> 00:03:24.020\nexpertise that you're going to acquire to solve every problem because there's\n\n70\n00:03:24.020 --> 00:03:24.480\ntoo many\n\n71\n00:03:24.480 --> 00:03:25.480\nof them.\n\n72\n00:03:25.480 --> 00:03:28.860\nAnd number two, there's always better people than you to solve each one of\n\n73\n00:03:28.860 --> 00:03:30.000\nthose challenges.\n\n74\n00:03:30.000 --> 00:03:35.970\nAnd so I think a good rule of thumb, at least for me, looking back on almost\n\n75\n00:03:35.970 --> 00:03:36.800\nseven years\n\n76\n00:03:36.800 --> 00:03:42.520\nnow at DoorDash is whenever there is an inflection point and that typically\n\n77\n00:03:42.520 --> 00:03:43.720\nhappens in the six\n\n78\n00:03:43.720 --> 00:03:49.270\nmonth period, sometimes even sooner than that, it's about finding someone\n\n79\n00:03:49.270 --> 00:03:50.440\neither within the\n\n80\n00:03:50.440 --> 00:03:54.620\ncompany or outside of the org to come and solve that problem better than I am\n\n81\n00:03:54.620 --> 00:03:55.120\nable to\n\n82\n00:03:55.120 --> 00:03:58.680\nafter understanding of myself and then moving on to the next thing.\n\n83\n00:03:58.680 --> 00:04:02.030\nThat reminds me, Tony, of what was one of my favorite leadership exercises,\n\n84\n00:04:02.030 --> 00:04:02.440\nwhich I\n\n85\n00:04:02.440 --> 00:04:04.640\ncall it the hot shot replaces you.\n\n86\n00:04:04.640 --> 00:04:11.080\nI used to ask myself if a hot shot came in and took my job, what would they do?\n\n87\n00:04:11.080 --> 00:04:14.900\nAnd it really motivated me to do it before someone else would do it at young\n\n88\n00:04:14.900 --> 00:04:15.460\nbecause\n\n89\n00:04:15.460 --> 00:04:17.120\nI really liked my job.\n\n90\n00:04:17.120 --> 00:04:21.900\nYeah, I think it can be uncomfortable at first, but I think very quickly you\n\n91\n00:04:21.900 --> 00:04:22.720\nrealize both\n\n92\n00:04:22.720 --> 00:04:30.320\nout of necessity and frankly, out of a desire to constantly improve and up\n\n93\n00:04:30.320 --> 00:04:31.880\nlevel the team\n\n94\n00:04:31.880 --> 00:04:36.720\nas well as the potential for the company, you have to bring in hot shots, like\n\n95\n00:04:36.720 --> 00:04:37.480\nyou said,\n\n96\n00:04:37.480 --> 00:04:39.920\nyou have to bring in people better than yourself.\n\n97\n00:04:39.920 --> 00:04:42.800\nOtherwise, you're never going to get to the next level.\n\n98\n00:04:42.800 --> 00:04:47.280\nAs you know, one of the first responsibilities leadership is to define reality.\n\n99\n00:04:47.280 --> 00:04:50.640\nTell us how you would define the DoorDash reality today.\n\n100\n00:04:50.640 --> 00:04:56.630\nWell, I think today, especially during this pandemic, we've been privileged to\n\n101\n00:04:56.630 --> 00:04:57.240\nget the\n\n102\n00:04:57.240 --> 00:05:02.570\nchance to work 24/7 and see our mission of empowering local economies realized\n\n103\n00:05:02.570 --> 00:05:02.880\nalmost\n\n104\n00:05:02.880 --> 00:05:03.880\nevery hour.\n\n105\n00:05:03.880 --> 00:05:09.040\nI mean, when I think of the three audiences that we serve, let's take, for\n\n106\n00:05:09.040 --> 00:05:09.880\nexample,\n\n107\n00:05:09.880 --> 00:05:13.760\nthe merchants, the local businesses who are really hurting.\n\n108\n00:05:13.760 --> 00:05:18.780\nThe reality for them right now is it's a very stark reality where it's about\n\n109\n00:05:18.780 --> 00:05:19.760\nsurvival.\n\n110\n00:05:19.760 --> 00:05:25.640\nIt's about making sure that we can get cash in the door as soon as possible.\n\n111\n00:05:25.640 --> 00:05:31.480\nIt's why DoorDash invested $100 million to give them their commissions cut in\n\n112\n00:05:31.480 --> 00:05:32.280\nhalf and\n\n113\n00:05:32.280 --> 00:05:36.960\nthat they can get the sales generated twice as profitable.\n\n114\n00:05:36.960 --> 00:05:41.730\nWhen I think about the dashers, the drivers on the platform, it's about making\n\n115\n00:05:41.730 --> 00:05:42.200\nsure that\n\n116\n00:05:42.200 --> 00:05:48.780\nthey can get those opportunities for flexible income because a lot of these\n\n117\n00:05:48.780 --> 00:05:50.200\nfolks even weeks\n\n118\n00:05:50.200 --> 00:05:55.750\nago, days ago, some of them used to have jobs that now have been furloughed or\n\n119\n00:05:55.750 --> 00:05:56.560\nsalaries\n\n120\n00:05:56.560 --> 00:05:58.800\nthat have been cut back.\n\n121\n00:05:58.800 --> 00:06:03.750\nMaking sure that they have the ability to earn more than ever before, make sure\n\n122\n00:06:03.750 --> 00:06:04.160\nthat\n\n123\n00:06:04.160 --> 00:06:10.190\nthey are safe, that they get all of the masks, sanitizers, gloves, and other\n\n124\n00:06:10.190 --> 00:06:11.880\npersonal protective\n\n125\n00:06:11.880 --> 00:06:17.090\ngear so that they can do their work safely, that they have financial assistance\n\n126\n00:06:17.090 --> 00:06:17.680\nif they\n\n127\n00:06:17.680 --> 00:06:22.360\nwere to ever get sick, or if they have to take care of a child, to make sure\n\n128\n00:06:22.360 --> 00:06:22.920\nthat they\n\n129\n00:06:22.920 --> 00:06:28.410\nget access to telemedicine help in the way that others may get access to seeing\n\n130\n00:06:28.410 --> 00:06:29.280\ndoctors.\n\n131\n00:06:29.280 --> 00:06:33.500\nAnd then when I think of the consumers, making sure that the most vulnerable\n\n132\n00:06:33.500 --> 00:06:34.320\namongst them\n\n133\n00:06:34.320 --> 00:06:35.320\ncan actually get served.\n\n134\n00:06:35.320 --> 00:06:39.880\nI mean, the reality right now is we are sheltered in place and we are at home.\n\n135\n00:06:39.880 --> 00:06:44.590\nAnd I understand that we're hopefully not going to be getting out of this, but\n\n136\n00:06:44.590 --> 00:06:44.960\nit's\n\n137\n00:06:44.960 --> 00:06:50.170\nstill going to be somewhat of a gradual recovery, whether it's the children who\n\n138\n00:06:50.170 --> 00:06:51.280\ncan't get access\n\n139\n00:06:51.280 --> 00:06:57.350\nto lunch anymore, whether it's the healthcare workers who still need to be fed,\n\n140\n00:06:57.350 --> 00:06:58.080\nwhether it's\n\n141\n00:06:58.080 --> 00:07:01.880\nthe elderly who don't have easy ways to get groceries.\n\n142\n00:07:01.880 --> 00:07:07.670\nThose are the realities that we are preparing the company to serve 24/7 in\n\n143\n00:07:07.670 --> 00:07:08.800\nevery zip code\n\n144\n00:07:08.800 --> 00:07:10.960\nacross the countries that we serve.\n\n145\n00:07:10.960 --> 00:07:16.160\nAnd when you think past COVID-19, how much do you think the world has changed\n\n146\n00:07:16.160 --> 00:07:16.680\nand do you\n\n147\n00:07:16.680 --> 00:07:20.920\nthink you're better prepared for it than you would have been?\n\n148\n00:07:20.920 --> 00:07:26.880\nI think the world has changed in a permanent way that we're still, I think,\n\n149\n00:07:26.880 --> 00:07:27.800\nrealizing every\n\n150\n00:07:27.800 --> 00:07:28.800\nsingle day.\n\n151\n00:07:28.800 --> 00:07:34.180\nAnd I think one of the things I think about is just how it's accelerated a lot\n\n152\n00:07:34.180 --> 00:07:34.720\nof the\n\n153\n00:07:34.720 --> 00:07:41.630\ntrends that were already happening before this pandemic and really showcasing\n\n154\n00:07:41.630 --> 00:07:42.640\nthe impact\n\n155\n00:07:42.640 --> 00:07:45.440\nand the consequence in a very short period of time.\n\n156\n00:07:45.440 --> 00:07:49.000\nTake, for example, the local businesses.\n\n157\n00:07:49.000 --> 00:07:54.210\nWe started DoorDash really for people like my mom who opened their business and\n\n158\n00:07:54.210 --> 00:07:54.600\nwere\n\n159\n00:07:54.600 --> 00:07:58.480\nused to customers walking inside their doors.\n\n160\n00:07:58.480 --> 00:08:03.120\nAnd even prior to this pandemic, that wasn't always happening.\n\n161\n00:08:03.120 --> 00:08:07.560\nIt wasn't as if every meal was consumed inside of a restaurant.\n\n162\n00:08:07.560 --> 00:08:12.960\nIt wasn't as if every purchase was made physically inside of a store.\n\n163\n00:08:12.960 --> 00:08:18.110\nAnd I think it's not just that this pandemic, but even when I think after this\n\n164\n00:08:18.110 --> 00:08:18.880\nrecovery\n\n165\n00:08:18.880 --> 00:08:23.520\nperiod, the ability to be able to do business in a world where customers aren't\n\n166\n00:08:23.520 --> 00:08:23.880\nwalking\n\n167\n00:08:23.880 --> 00:08:27.200\ninside your stores, that's a very true reality.\n\n168\n00:08:27.200 --> 00:08:34.000\nAnd it's the one that, it's the biggest problem, in my opinion, that will shape\n\n169\n00:08:34.000 --> 00:08:35.120\na lot of the\n\n170\n00:08:35.120 --> 00:08:40.930\neconomic transformation of most cities because local businesses represent 60%\n\n171\n00:08:40.930 --> 00:08:41.720\nplus of the\n\n172\n00:08:41.720 --> 00:08:43.320\nGDP in most cities.\n\n173\n00:08:43.320 --> 00:08:49.240\nAnd so DoorDash is a huge responsibility to make sure that not only can we help\n\n174\n00:08:49.240 --> 00:08:49.800\nserve\n\n175\n00:08:49.800 --> 00:08:53.990\nwith our platform, but that we can also give the tools and the products that we\n\n176\n00:08:53.990 --> 00:08:54.560\nbuild for\n\n177\n00:08:54.560 --> 00:08:58.270\nourselves to these local business owners so they can do the same for themselves\n\n178\n00:08:58.270 --> 00:08:59.040\nand compete\n\n179\n00:08:59.040 --> 00:09:01.840\nin the convenience and modern day world.\n\n180\n00:09:01.840 --> 00:09:03.480\nTony, you mentioned your mother.\n\n181\n00:09:03.480 --> 00:09:07.880\nTell us about how you came up with the business idea for DoorDash.\n\n182\n00:09:07.880 --> 00:09:15.110\nYou know, I never grew up wanting to be an entrepreneur, but in many ways,\n\n183\n00:09:15.110 --> 00:09:16.040\nalmost not\n\n184\n00:09:16.040 --> 00:09:21.040\nknowing it, grew up watching an entrepreneur.\n\n185\n00:09:21.040 --> 00:09:25.280\nMy family came to this country from China, and I was very young.\n\n186\n00:09:25.280 --> 00:09:29.120\nI was five years old, and my dad was finishing his graduate degree at the\n\n187\n00:09:29.120 --> 00:09:29.920\nUniversity of\n\n188\n00:09:29.920 --> 00:09:31.360\nIllinois.\n\n189\n00:09:31.360 --> 00:09:33.600\nWe didn't have much income coming into the family.\n\n190\n00:09:33.600 --> 00:09:37.940\nWe didn't have more than a couple hundred dollars in the bank, so my mom was\n\n191\n00:09:37.940 --> 00:09:38.480\nthe sole\n\n192\n00:09:38.480 --> 00:09:43.180\nreally provider for a while growing up, and she did that by working three jobs\n\n193\n00:09:43.180 --> 00:09:44.040\na day for\n\n194\n00:09:44.040 --> 00:09:47.120\n12 years, all of them were for local businesses.\n\n195\n00:09:47.120 --> 00:09:52.080\nOne of them was at a restaurant, a local Chinese restaurant in the Midwest\n\n196\n00:09:52.080 --> 00:09:53.880\nwhere I grew up,\n\n197\n00:09:53.880 --> 00:09:56.120\nand I got a front row seat as a dishwasher.\n\n198\n00:09:56.120 --> 00:10:03.410\nSo I got to see her really every day, not just be the best version of herself,\n\n199\n00:10:03.410 --> 00:10:04.920\nbut also\n\n200\n00:10:04.920 --> 00:10:07.360\nbe the best version for our family.\n\n201\n00:10:07.360 --> 00:10:13.340\nBecause her real dream, David, wasn't to run a restaurant, it was to be a\n\n202\n00:10:13.340 --> 00:10:14.240\ndoctor.\n\n203\n00:10:14.240 --> 00:10:19.070\nAnd so she actually deferred her dream for 12 years by working those three jobs\n\n204\n00:10:19.070 --> 00:10:19.480\n, and\n\n205\n00:10:19.480 --> 00:10:24.170\nthen 12 years later, she took the savings that she had earned through those\n\n206\n00:10:24.170 --> 00:10:24.720\nyears to\n\n207\n00:10:24.720 --> 00:10:27.120\nopen up her medical clinic.\n\n208\n00:10:27.120 --> 00:10:29.400\nAnd it's a local business.\n\n209\n00:10:29.400 --> 00:10:32.640\nIt's a local business she still runs today, 20 plus years later.\n\n210\n00:10:32.640 --> 00:10:39.410\nAnd so I grew up in the household of an entrepreneur, just not knowing it at\n\n211\n00:10:39.410 --> 00:10:40.400\nthe time.\n\n212\n00:10:40.400 --> 00:10:46.470\nAnd we really started this company for people like her who every day go out to\n\n213\n00:10:46.470 --> 00:10:47.160\nwant to be\n\n214\n00:10:47.160 --> 00:10:51.540\nthe best version of themselves, want to be their own boss and really build\n\n215\n00:10:51.540 --> 00:10:52.520\nsomething.\n\n216\n00:10:52.520 --> 00:10:56.700\nHow did you go about the business of learning how to deliver food, and what did\n\n217\n00:10:56.700 --> 00:10:57.360\nthat teach\n\n218\n00:10:57.360 --> 00:10:58.360\nyou as a leader?\n\n219\n00:10:58.360 --> 00:11:03.960\nWell, I didn't know much about delivering food when we started the company.\n\n220\n00:11:03.960 --> 00:11:10.220\nBut one of the things I've always believed in frankly anything, business or\n\n221\n00:11:10.220 --> 00:11:11.320\nother walks\n\n222\n00:11:11.320 --> 00:11:15.450\nof life is you have to be able to understand things at the lowest level of\n\n223\n00:11:15.450 --> 00:11:16.120\ndetail.\n\n224\n00:11:16.120 --> 00:11:23.360\nAnd there's no way to do that if you don't do every job in that world.\n\n225\n00:11:23.360 --> 00:11:28.880\nAnd so my co-founders and I really learned about all things logistics and all\n\n226\n00:11:28.880 --> 00:11:29.480\nthings\n\n227\n00:11:29.480 --> 00:11:32.960\ndelivery by doing the deliveries.\n\n228\n00:11:32.960 --> 00:11:38.320\nEarly on, actually for the first year and a half, we did every single delivery.\n\n229\n00:11:38.320 --> 00:11:47.800\nAnd while classmates online were moving on from grad school and taking great\n\n230\n00:11:47.800 --> 00:11:49.760\nvacations,\n\n231\n00:11:49.760 --> 00:11:53.920\nI was shopping hummus for my Honda.\n\n232\n00:11:53.920 --> 00:11:55.920\nThey're great at the iteration too.\n\n233\n00:11:55.920 --> 00:11:58.160\nHumbus from my Honda, that's awesome.\n\n234\n00:11:58.160 --> 00:12:04.790\nYeah, and so that's when I really got to understand how this business works and\n\n235\n00:12:04.790 --> 00:12:05.200\nhow\n\n236\n00:12:05.200 --> 00:12:08.720\na delivery is really composed of many different steps.\n\n237\n00:12:08.720 --> 00:12:13.490\nAnd it's the ability to get each step right in the sequencing of each step and\n\n238\n00:12:13.490 --> 00:12:14.040\nmake it\n\n239\n00:12:14.040 --> 00:12:20.270\nreally more of a logistics and math problem that you can then apply some of the\n\n240\n00:12:20.270 --> 00:12:20.960\nthings\n\n241\n00:12:20.960 --> 00:12:26.060\nthat I studied, whether it's machine learning or just other applied math\n\n242\n00:12:26.060 --> 00:12:27.240\ntechniques so that\n\n243\n00:12:27.240 --> 00:12:30.690\nyou can actually standardize it, make it consistent and deliver high quality of\n\n244\n00:12:30.690 --> 00:12:31.280\nservice.\n\n245\n00:12:31.280 --> 00:12:36.680\nTony, it's one thing to have this idea and starting to learn how to execute it.\n\n246\n00:12:36.680 --> 00:12:38.440\nBut how in the world did you get the word out?\n\n247\n00:12:38.440 --> 00:12:40.240\nYou know, I come from a marketing background here.\n\n248\n00:12:40.240 --> 00:12:43.880\nSo I'm really curious, how did you build awareness of this new company you're\n\n249\n00:12:43.880 --> 00:12:44.280\ntrying\n\n250\n00:12:44.280 --> 00:12:45.280\nto do?\n\n251\n00:12:45.280 --> 00:12:49.040\nWell, early on, we didn't have a lot of means.\n\n252\n00:12:49.040 --> 00:12:53.350\nWe started the company with tens of thousands of dollars and we didn't pay\n\n253\n00:12:53.350 --> 00:12:54.640\nourselves anything\n\n254\n00:12:54.640 --> 00:12:57.040\nactually for the first two months.\n\n255\n00:12:57.040 --> 00:13:01.650\nAnd so we couldn't really put together any expensive marketing campaigns or\n\n256\n00:13:01.650 --> 00:13:02.320\nanything\n\n257\n00:13:02.320 --> 00:13:03.320\nlike this.\n\n258\n00:13:03.320 --> 00:13:08.910\nBut one of the insights early on was recognizing that outside in New York City,\n\n259\n00:13:08.910 --> 00:13:09.760\nin America\n\n260\n00:13:09.760 --> 00:13:13.360\nat least just about no city offered delivery.\n\n261\n00:13:13.360 --> 00:13:17.500\nYou know, maybe with the exception of a few Chinese places and pizza\n\n262\n00:13:17.500 --> 00:13:18.800\nrestaurants, just\n\n263\n00:13:18.800 --> 00:13:22.240\nabout no store offered their own delivery.\n\n264\n00:13:22.240 --> 00:13:27.410\nAnd so for us early on, we asked ourselves the question, well, can the\n\n265\n00:13:27.410 --> 00:13:29.120\nrestaurants actually\n\n266\n00:13:29.120 --> 00:13:31.160\nget the word out?\n\n267\n00:13:31.160 --> 00:13:36.600\nAnd I still at the time had a student ID that worked at Stanford.\n\n268\n00:13:36.600 --> 00:13:44.400\nAnd I guess they hadn't turned it off or denied my privileges after graduation.\n\n269\n00:13:44.400 --> 00:13:53.460\nBut I was able to print lots of just very simple looking flyers that said the\n\n270\n00:13:53.460 --> 00:13:53.940\nnames of\n\n271\n00:13:53.940 --> 00:13:56.080\nrestaurants that would offer delivery.\n\n272\n00:13:56.080 --> 00:14:01.620\nAnd we would ask the restaurants that we partnered with if they would put those\n\n273\n00:14:01.620 --> 00:14:02.480\nin their takeout\n\n274\n00:14:02.480 --> 00:14:04.320\nbags.\n\n275\n00:14:04.320 --> 00:14:07.960\nAnd that was really how we got the word out early days.\n\n276\n00:14:07.960 --> 00:14:13.710\nIt wasn't a very sophisticated campaign, but it taught us a lot, which was that\n\n277\n00:14:13.710 --> 00:14:14.080\nthe\n\n278\n00:14:14.080 --> 00:14:17.600\nrestaurants that people could get delivery from was most important.\n\n279\n00:14:17.600 --> 00:14:18.920\nThat's big time resourceful.\n\n280\n00:14:18.920 --> 00:14:23.080\nDo you feel like you, I see your ads on national television now all the time,\n\n281\n00:14:23.080 --> 00:14:23.880\ndo you feel like\n\n282\n00:14:23.880 --> 00:14:27.360\nyou have that same resourceful mindset today?\n\n283\n00:14:27.360 --> 00:14:31.200\nWell, it's something that we think is really important to keep.\n\n284\n00:14:31.200 --> 00:14:36.380\nI think being able to generate a high output to input ratio, as I like to say,\n\n285\n00:14:36.380 --> 00:14:37.240\nis really,\n\n286\n00:14:37.240 --> 00:14:39.160\nreally, really important.\n\n287\n00:14:39.160 --> 00:14:43.360\nAnd so we definitely try our best to do that.\n\n288\n00:14:43.360 --> 00:14:47.220\nAnd I think, for example, you talk about some of those marketing campaigns,\n\n289\n00:14:47.220 --> 00:14:47.800\nDoorDash, up\n\n290\n00:14:47.800 --> 00:14:53.260\nuntil just a couple years ago, actually, in the spring of 2018 was when we\n\n291\n00:14:53.260 --> 00:14:54.080\nstarted building\n\n292\n00:14:54.080 --> 00:14:56.680\nour marketing teams for the first time.\n\n293\n00:14:56.680 --> 00:15:01.000\nAnd so we didn't even have a marketing team for the first five years of life.\n\n294\n00:15:01.000 --> 00:15:04.570\n70% of our life, we actually didn't have a marketing team mainly because we\n\n295\n00:15:04.570 --> 00:15:05.120\ncouldn't\n\n296\n00:15:05.120 --> 00:15:06.120\nafford one.\n\n297\n00:15:06.120 --> 00:15:10.400\nAnd so we had to win on building a better product.\n\n298\n00:15:10.400 --> 00:15:14.710\nThe ways in which we've tried to stay resourceful now is really trying to stay\n\n299\n00:15:14.710 --> 00:15:15.560\nclose to the\n\n300\n00:15:15.560 --> 00:15:16.560\ncustomer.\n\n301\n00:15:16.560 --> 00:15:20.280\nSo every person in the company still does deliveries every month.\n\n302\n00:15:20.280 --> 00:15:23.520\nWe still do customer support.\n\n303\n00:15:23.520 --> 00:15:27.420\nDuring this pandemic, we had everybody make menus because of the unprecedented\n\n304\n00:15:27.420 --> 00:15:27.840\namount\n\n305\n00:15:27.840 --> 00:15:31.440\nof inbound merchants who are trying to get onto the platform.\n\n306\n00:15:31.440 --> 00:15:37.540\nSo there are still signs that give me hope that we still have that resource\n\n307\n00:15:37.540 --> 00:15:38.720\nfulness that\n\n308\n00:15:38.720 --> 00:15:41.680\nwe had when we started this company out of my apartment.\n\n309\n00:15:41.680 --> 00:15:45.650\nBut it's something that I think you're fighting all along the way as you get\n\n310\n00:15:45.650 --> 00:15:46.400\nmore elevated\n\n311\n00:15:46.400 --> 00:15:48.400\nin your position as a company.\n\n312\n00:15:48.400 --> 00:15:50.800\nYeah, I always call that big company, Idis.\n\n313\n00:15:50.800 --> 00:15:54.600\nYou got to keep the big company small, which you're obviously trying to do.\n\n314\n00:15:54.600 --> 00:16:00.000\nYou understand that the first day you opened up for business, you only had one\n\n315\n00:16:00.000 --> 00:16:00.800\norder.\n\n316\n00:16:00.800 --> 00:16:05.850\nSo what were you feeling the morning that you woke up and started that business\n\n317\n00:16:05.850 --> 00:16:06.280\nthat\n\n318\n00:16:06.280 --> 00:16:07.280\nday?\n\n319\n00:16:07.280 --> 00:16:09.040\nAnd then what were you feeling at the end of the day?\n\n320\n00:16:09.040 --> 00:16:14.150\nWell, it was a lot of excitement because we didn't expect to get an order so\n\n321\n00:16:14.150 --> 00:16:14.920\nsoon after\n\n322\n00:16:14.920 --> 00:16:15.920\nlaunch.\n\n323\n00:16:15.920 --> 00:16:19.480\nBut we remember every part of that order certainly.\n\n324\n00:16:19.480 --> 00:16:23.360\nAnd obviously we fulfilled the order ourselves.\n\n325\n00:16:23.360 --> 00:16:27.040\nBut even to this day, we remember all the things that the customer said.\n\n326\n00:16:27.040 --> 00:16:32.120\nWe remember exactly the route that I took and et cetera.\n\n327\n00:16:32.120 --> 00:16:37.370\nBut I too also remember that excitement quickly waning over the following weeks\n\n328\n00:16:37.370 --> 00:16:37.920\nas our order\n\n329\n00:16:37.920 --> 00:16:42.800\nvolume hadn't picked up quite as I had hoped early on.\n\n330\n00:16:42.800 --> 00:16:46.650\nI remember at July 4 after we had launched, which was only about a couple weeks\n\n331\n00:16:46.650 --> 00:16:47.200\nafter,\n\n332\n00:16:47.200 --> 00:16:50.080\nwe had only received six orders that day.\n\n333\n00:16:50.080 --> 00:16:56.440\nAnd it was just one of those days where we had to quickly look behind us.\n\n334\n00:16:56.440 --> 00:17:00.790\nWe fired up the grill, made some burgers for ourselves as the co-founders, and\n\n335\n00:17:00.790 --> 00:17:01.320\nthen looked\n\n336\n00:17:01.320 --> 00:17:03.040\nforward to the next day.\n\n337\n00:17:03.040 --> 00:17:04.200\nThat's great.\n\n338\n00:17:04.200 --> 00:17:05.200\nIt's great.\n\n339\n00:17:05.200 --> 00:17:07.320\nSo you definitely persevered the tough times.\n\n340\n00:17:07.320 --> 00:17:10.980\nYou know, telling me one of the things I know great leaders do and especially\n\n341\n00:17:10.980 --> 00:17:12.080\ngreat entrepreneurs\n\n342\n00:17:12.080 --> 00:17:17.100\nis you just have an inherent ability to solve the most important problems that\n\n343\n00:17:17.100 --> 00:17:17.880\noccur most\n\n344\n00:17:17.880 --> 00:17:19.160\nfrequently.\n\n345\n00:17:19.160 --> 00:17:23.110\nHow do you go about identifying and solving the problems that you face as a\n\n346\n00:17:23.110 --> 00:17:23.840\ncompany?\n\n347\n00:17:23.840 --> 00:17:28.900\nWell, I think there are a couple of mechanisms or principles and then\n\n348\n00:17:28.900 --> 00:17:30.520\nmechanisms built to\n\n349\n00:17:30.520 --> 00:17:32.720\nenhance or enforce those principles.\n\n350\n00:17:32.720 --> 00:17:39.480\nYou know, one of them is about this truth seeking nature.\n\n351\n00:17:39.480 --> 00:17:44.390\nYou know, I think sometimes when you're an entrepreneur in particular, you get\n\n352\n00:17:44.390 --> 00:17:45.080\nso excited\n\n353\n00:17:45.080 --> 00:17:48.000\nand I'm an eternal optimist.\n\n354\n00:17:48.000 --> 00:17:51.040\nSo sometimes I get overly excited.\n\n355\n00:17:51.040 --> 00:17:54.280\nBut it's really important to have a truth seeking culture in place so that you\n\n356\n00:17:54.280 --> 00:17:54.840\ncan always\n\n357\n00:17:54.840 --> 00:17:57.480\nlook for the disconfirming evidence.\n\n358\n00:17:57.480 --> 00:18:01.890\nAnd so in the second month of DoorDash's life, one of the things I did was I\n\n359\n00:18:01.890 --> 00:18:02.440\ntaught\n\n360\n00:18:02.440 --> 00:18:08.500\nSQL to all of the non-technical people at the company and gave access to them\n\n361\n00:18:08.500 --> 00:18:09.440\nto the database\n\n362\n00:18:09.440 --> 00:18:13.440\nso that everybody can get the same access to information.\n\n363\n00:18:13.440 --> 00:18:16.630\nAnd it's still something that we do today, obviously in much more elevated ways\n\n364\n00:18:16.630 --> 00:18:16.960\nand more\n\n365\n00:18:16.960 --> 00:18:18.560\nsophisticated ways.\n\n366\n00:18:18.560 --> 00:18:22.550\nBut it's something that allows data to be at the heart of how we make decisions\n\n367\n00:18:22.550 --> 00:18:22.840\nand\n\n368\n00:18:22.840 --> 00:18:25.680\nalso how to move fast in a very decentralized way.\n\n369\n00:18:25.680 --> 00:18:29.110\nI think the second principle here that's important is to operate at the lowest\n\n370\n00:18:29.110 --> 00:18:31.080\nlevel of detail.\n\n371\n00:18:31.080 --> 00:18:37.320\nMost problems, they're not very easy to understand at the surface.\n\n372\n00:18:37.320 --> 00:18:39.080\nIt's why they're hard.\n\n373\n00:18:39.080 --> 00:18:42.780\nAnd sometimes it's hard to prioritize because you actually don't have enough\n\n374\n00:18:42.780 --> 00:18:43.520\nclarity of what\n\n375\n00:18:43.520 --> 00:18:46.280\nthe true root cause behind something is.\n\n376\n00:18:46.280 --> 00:18:47.840\nYou hear a lot of anecdotes.\n\n377\n00:18:47.840 --> 00:18:49.480\nYou see a lot of the symptoms.\n\n378\n00:18:49.480 --> 00:18:51.760\nYou don't actually yet understand the root cause.\n\n379\n00:18:51.760 --> 00:18:56.200\nAnd so you have to keep going, you know, lower and lower and lower on this\n\n380\n00:18:56.200 --> 00:18:57.040\nhypothesis\n\n381\n00:18:57.040 --> 00:19:00.280\ntree to really uncover what you're looking for.\n\n382\n00:19:00.280 --> 00:19:04.320\nAnd so I think there it's about writing.\n\n383\n00:19:04.320 --> 00:19:09.870\nThat's a mechanism we found very, very helpful, which is continuously writing\n\n384\n00:19:09.870 --> 00:19:10.760\ndown what we\n\n385\n00:19:10.760 --> 00:19:15.310\nthink the problem is until we can peel a back so that there's nothing left and\n\n386\n00:19:15.310 --> 00:19:16.520\nthen actually\n\n387\n00:19:16.520 --> 00:19:21.120\nthen taking those root problems and then prioritizing against them.\n\n388\n00:19:21.120 --> 00:19:23.800\nWhat kind of mindset to use to approach a new problem?\n\n389\n00:19:23.800 --> 00:19:25.680\nI think a couple of things.\n\n390\n00:19:25.680 --> 00:19:29.880\nI think the first is really to be very curious about the problem because\n\n391\n00:19:29.880 --> 00:19:31.160\nsometimes the problem\n\n392\n00:19:31.160 --> 00:19:36.000\nisn't one that you like or it isn't one that is great for you.\n\n393\n00:19:36.000 --> 00:19:38.680\nBut obviously it's one that you have to solve.\n\n394\n00:19:38.680 --> 00:19:43.530\nAnd so for us, we have a saying we like to solve the hardest problems first at\n\n395\n00:19:43.530 --> 00:19:44.640\nthe company.\n\n396\n00:19:44.640 --> 00:19:49.270\nAnd the reason for that is because they tend to be the needle moving problems,\n\n397\n00:19:49.270 --> 00:19:49.440\nbut they\n\n398\n00:19:49.440 --> 00:19:51.400\nare the most difficult for that reason.\n\n399\n00:19:51.400 --> 00:19:57.750\nSo you really have to peel back all of the staying curious, I think, to the\n\n400\n00:19:57.750 --> 00:19:58.640\nproblem is\n\n401\n00:19:58.640 --> 00:20:03.390\nsomething that I think will continue to pay dividends because those root\n\n402\n00:20:03.390 --> 00:20:04.480\nproblems, they\n\n403\n00:20:04.480 --> 00:20:07.320\ntend to be the ones that persist for a while.\n\n404\n00:20:07.320 --> 00:20:12.670\nI think the second thing I would say about approaching problems is you have to\n\n405\n00:20:12.670 --> 00:20:14.000\nbe optimistic.\n\n406\n00:20:14.000 --> 00:20:17.800\nAnd we like to say to choose optimism and have a plan.\n\n407\n00:20:17.800 --> 00:20:22.680\nSo it's not just being overly cheery about something.\n\n408\n00:20:22.680 --> 00:20:28.960\nIt's about staying positive about thinking about how you can iteratively make\n\n409\n00:20:28.960 --> 00:20:29.800\nprogress\n\n410\n00:20:29.800 --> 00:20:33.620\nand actually build a walk towards maybe something very big, but you're starting\n\n411\n00:20:33.620 --> 00:20:35.120\nvery, very small.\n\n412\n00:20:35.120 --> 00:20:39.660\nAnd so I think some of these principles have been how we've approached some of\n\n413\n00:20:39.660 --> 00:20:40.240\nour most\n\n414\n00:20:40.240 --> 00:20:41.720\ndifficult problems.\n\n415\n00:20:41.720 --> 00:20:45.240\nThe curiosity is a great trade.\n\n416\n00:20:45.240 --> 00:20:49.660\nJust as you talk about that, I'm really curious, how in the world did you scale\n\n417\n00:20:49.660 --> 00:20:50.480\nyour business\n\n418\n00:20:50.480 --> 00:20:51.480\nso fast?\n\n419\n00:20:51.480 --> 00:20:54.400\nYou talked about writing everything down.\n\n420\n00:20:54.400 --> 00:20:59.200\nWas that a big key for you to be able to launch and learn and move and expand\n\n421\n00:20:59.200 --> 00:21:00.120\nand grow?\n\n422\n00:21:00.120 --> 00:21:05.890\nWell, I think writing certainly was one of the mechanisms, but I think that,\n\n423\n00:21:05.890 --> 00:21:06.560\nlook, you've\n\n424\n00:21:06.560 --> 00:21:12.140\nseen this to great depth, David, which is you don't do anything significant\n\n425\n00:21:12.140 --> 00:21:12.920\nalone.\n\n426\n00:21:12.920 --> 00:21:17.700\nI mean, so the number one thing in which DoorDash has scaled effectively is\n\n427\n00:21:17.700 --> 00:21:18.600\nbecause of its\n\n428\n00:21:18.600 --> 00:21:19.600\npeople.\n\n429\n00:21:19.600 --> 00:21:23.720\nAnd I think, when I think of milestones along the way, the first 100 people at\n\n430\n00:21:23.720 --> 00:21:24.280\nthe company\n\n431\n00:21:24.280 --> 00:21:29.480\nreally set such a strong foundation for the culture that allowed us to scale to\n\n432\n00:21:29.480 --> 00:21:30.120\nthe next\n\n433\n00:21:30.120 --> 00:21:31.120\n1000.\n\n434\n00:21:31.120 --> 00:21:37.590\nAnd it was the behaviors that led to the success in those people and both\n\n435\n00:21:37.590 --> 00:21:39.480\nmaking observations\n\n436\n00:21:39.480 --> 00:21:45.540\nabout them, writing them down, and then creating the mechanism to multiply them\n\n437\n00:21:45.540 --> 00:21:45.720\n.\n\n438\n00:21:45.720 --> 00:21:48.360\nThat's really what allowed the company to scale.\n\n439\n00:21:48.360 --> 00:21:52.880\nEveryone today, Tony, talks about the importance of innovation.\n\n440\n00:21:52.880 --> 00:21:56.660\nWhat are you doing at DoorDash to not just make this a buzzword and something\n\n441\n00:21:56.660 --> 00:21:57.120\nthat you\n\n442\n00:21:57.120 --> 00:21:58.120\ntalk about?\n\n443\n00:21:58.120 --> 00:21:59.800\nAnd what are you really innovating around?\n\n444\n00:21:59.800 --> 00:22:00.800\nYeah.\n\n445\n00:22:00.800 --> 00:22:03.560\nWell, I think a couple of thoughts here.\n\n446\n00:22:03.560 --> 00:22:08.530\nInnovation is you got to really understand what the customer is going through\n\n447\n00:22:08.530 --> 00:22:09.120\nbecause\n\n448\n00:22:09.120 --> 00:22:13.270\ninnovating just for the sake of building great technology that may or may not\n\n449\n00:22:13.270 --> 00:22:14.240\nsolve a problem\n\n450\n00:22:14.240 --> 00:22:16.840\nisn't really innovating.\n\n451\n00:22:16.840 --> 00:22:19.800\nYou have to hopefully make a difference.\n\n452\n00:22:19.800 --> 00:22:23.800\nAnd I think that starts with truly, truly understanding all of your customers.\n\n453\n00:22:23.800 --> 00:22:27.880\nAnd for us, we have three different types of audiences with consumers,\n\n454\n00:22:27.880 --> 00:22:28.560\nmerchants, and\n\n455\n00:22:28.560 --> 00:22:29.560\ndrivers.\n\n456\n00:22:29.560 --> 00:22:32.920\nAnd so it's making sure that we do deliveries.\n\n457\n00:22:32.920 --> 00:22:34.680\nMaking sure that we work inside restaurants.\n\n458\n00:22:34.680 --> 00:22:39.800\nIt's making sure that obviously we ourselves can be consumers of the product.\n\n459\n00:22:39.800 --> 00:22:46.580\nThe second thing I would say here is innovation, as you get a little bit bigger\n\n460\n00:22:46.580 --> 00:22:48.560\nas an organization,\n\n461\n00:22:48.560 --> 00:22:54.640\nis about enabling and empowering a process that wants to say yes.\n\n462\n00:22:54.640 --> 00:22:59.120\nBecause most organizations, as they get bigger, they want to find ways to say\n\n463\n00:22:59.120 --> 00:22:59.520\nno.\n\n464\n00:22:59.520 --> 00:23:03.240\nAnd I think you almost want to find the shortest way to say yes.\n\n465\n00:23:03.240 --> 00:23:08.000\nAnd so that, you know, at DoorDash, you know, means a few mechanisms.\n\n466\n00:23:08.000 --> 00:23:14.230\nOne is decomposing all projects, especially new ideas into small teams and\n\n467\n00:23:14.230 --> 00:23:15.360\nallowing any\n\n468\n00:23:15.360 --> 00:23:22.760\nteam from anywhere in the company to actually ship and trial new ideas.\n\n469\n00:23:22.760 --> 00:23:27.650\nBut because they're small, both the team size, therefore the investment\n\n470\n00:23:27.650 --> 00:23:29.040\nrequired, as well\n\n471\n00:23:29.040 --> 00:23:35.200\nas how we test and experiment, the consequences are also small.\n\n472\n00:23:35.200 --> 00:23:37.640\nAnd so we can learn very, very, very quickly.\n\n473\n00:23:37.640 --> 00:23:43.990\nAnd the idea of making that process something that will outlive and outlast any\n\n474\n00:23:43.990 --> 00:23:45.240\none individual\n\n475\n00:23:45.240 --> 00:23:48.840\nor any one leader is a very, very important one to get right.\n\n476\n00:23:48.840 --> 00:23:51.350\nAnd it's one that we're still trying to figure out how to get right at bigger\n\n477\n00:23:51.350 --> 00:23:51.760\nscale.\n\n478\n00:23:51.760 --> 00:23:55.720\nFor my old delivery days of Pizza Hut, you know, and by the way, did we miss a\n\n479\n00:23:55.720 --> 00:23:56.600\nbig opportunity?\n\n480\n00:23:56.600 --> 00:23:59.700\nWe should have been the food distribution company instead of the pizza delivery\n\n481\n00:23:59.700 --> 00:24:00.240\ncompany.\n\n482\n00:24:00.240 --> 00:24:03.520\nBut anyway, you beat us a lot smarter than me.\n\n483\n00:24:03.520 --> 00:24:06.480\nWe really, you know, we're always focused on hot and fresh.\n\n484\n00:24:06.480 --> 00:24:07.880\nAre you innovating around that?\n\n485\n00:24:07.880 --> 00:24:10.400\nYeah, it's very important to get right.\n\n486\n00:24:10.400 --> 00:24:14.650\nAnd, you know, when I think of the dimensions of what makes the service\n\n487\n00:24:14.650 --> 00:24:16.160\nsuccessful, qualities\n\n488\n00:24:16.160 --> 00:24:22.010\nthat is number one, in terms of whether or not someone, a customer is going to\n\n489\n00:24:22.010 --> 00:24:22.480\nenjoy\n\n490\n00:24:22.480 --> 00:24:24.880\ntheir experience and come back and use your service again.\n\n491\n00:24:24.880 --> 00:24:32.090\nAnd so for us, you know, minimizing the waiting time, if you will, of how long\n\n492\n00:24:32.090 --> 00:24:33.040\nfood sits out\n\n493\n00:24:33.040 --> 00:24:37.440\nthere or how long food travels, those are important parts of the delivery\n\n494\n00:24:37.440 --> 00:24:38.240\nexperience\n\n495\n00:24:38.240 --> 00:24:40.920\nthat we work very, very hard at.\n\n496\n00:24:40.920 --> 00:24:47.500\nIn terms of, you know, trying to do things around the food itself or the\n\n497\n00:24:47.500 --> 00:24:48.800\nheating or the\n\n498\n00:24:48.800 --> 00:24:51.960\ncooling, we haven't done that much right now.\n\n499\n00:24:51.960 --> 00:24:57.560\nMost of what we've done is making sure that we minimize any delays and that we\n\n500\n00:24:57.560 --> 00:24:58.160\nmake sure\n\n501\n00:24:58.160 --> 00:25:02.360\nthat there is packaging to keep the food hot if it's meant to be hot and to\n\n502\n00:25:02.360 --> 00:25:03.200\nkeep the food\n\n503\n00:25:03.200 --> 00:25:09.320\ncold in the case of ice cream or, you know, other perishable if it needs to be\n\n504\n00:25:09.320 --> 00:25:10.080\ncold.\n\n505\n00:25:10.080 --> 00:25:14.020\nTony, as I listened to you and studied a little bit about what you've done, you\n\n506\n00:25:14.020 --> 00:25:14.560\n're kind of\n\n507\n00:25:14.560 --> 00:25:20.050\nlike a modern day Sam Walton in the sense that, you know, you talk about SQL\n\n508\n00:25:20.050 --> 00:25:20.760\nbecause\n\n509\n00:25:20.760 --> 00:25:24.740\nyou wanted everybody to understand, you know, what the business and have access\n\n510\n00:25:24.740 --> 00:25:25.680\nto the information.\n\n511\n00:25:25.680 --> 00:25:29.190\nYou know, Sam Walton used to say the more you know, the more you care, you know\n\n512\n00:25:29.190 --> 00:25:29.600\n, when\n\n513\n00:25:29.600 --> 00:25:32.800\nhe expanded, he went to C&D County.\n\n514\n00:25:32.800 --> 00:25:34.760\nHe went to small town America.\n\n515\n00:25:34.760 --> 00:25:37.360\nHe didn't go into the major cities.\n\n516\n00:25:37.360 --> 00:25:43.320\nAnd I look at you and you've taken some of his characteristics and traits.\n\n517\n00:25:43.320 --> 00:25:46.670\nAnd then you've also deviated a little bit, you know, you start out in San\n\n518\n00:25:46.670 --> 00:25:47.360\nFrancisco,\n\n519\n00:25:47.360 --> 00:25:48.840\nyou didn't go to small town America.\n\n520\n00:25:48.840 --> 00:25:53.280\nI mean, you went to Boston as your next market as I understand it, you know.\n\n521\n00:25:53.280 --> 00:25:56.120\nAnd so you obviously had a strategy there.\n\n522\n00:25:56.120 --> 00:25:58.200\nIt was something that you needed to have to compete.\n\n523\n00:25:58.200 --> 00:26:01.950\nBut I'm curious, why did you go from San Francisco to Boston, bad weather, lots\n\n524\n00:26:01.950 --> 00:26:03.000\nof traffic, seems\n\n525\n00:26:03.000 --> 00:26:06.560\nlike the worst place in the world that possibly go is your next market.\n\n526\n00:26:06.560 --> 00:26:12.510\nYeah, so we did have one more California market before Boston, which was Los\n\n527\n00:26:12.510 --> 00:26:13.200\nAngeles.\n\n528\n00:26:13.200 --> 00:26:16.620\nBut yeah, the reason, I mean, it goes back to one of the things we talked about\n\n529\n00:26:16.620 --> 00:26:17.280\nearlier,\n\n530\n00:26:17.280 --> 00:26:18.880\nwhich is solving the hardest problem first.\n\n531\n00:26:18.880 --> 00:26:23.430\nAnd one of the problems we wanted to solve was we wanted to find a market that\n\n532\n00:26:23.430 --> 00:26:23.680\nhad bad\n\n533\n00:26:23.680 --> 00:26:28.650\nweather that didn't rely as much on cars as it did maybe other modes of\n\n534\n00:26:28.650 --> 00:26:29.920\ntransport like\n\n535\n00:26:29.920 --> 00:26:30.920\nbicycles.\n\n536\n00:26:30.920 --> 00:26:38.680\nA market that would challenge us with time zones, which obviously Boston did.\n\n537\n00:26:38.680 --> 00:26:41.240\nAnd that's actually why we chose Boston.\n\n538\n00:26:41.240 --> 00:26:46.920\nAnd so for us, it was, we certainly had, you know, a list of criteria of how we\n\n539\n00:26:46.920 --> 00:26:47.480\nchose\n\n540\n00:26:47.480 --> 00:26:49.600\nmarkets and the sequencing of those markets.\n\n541\n00:26:49.600 --> 00:26:53.020\nBut one of the reasons why we wanted to choose Boston at the time that we did\n\n542\n00:26:53.020 --> 00:26:53.560\nwas to make\n\n543\n00:26:53.560 --> 00:26:55.760\nsure that we could solve the hardest problem first.\n\n544\n00:26:55.760 --> 00:26:57.000\nYeah, that's great.\n\n545\n00:26:57.000 --> 00:26:58.360\nI think about your problem.\n\n546\n00:26:58.360 --> 00:26:59.360\nAnd I'm a novice.\n\n547\n00:26:59.360 --> 00:27:02.320\nJust looking at it here, but you know, one of the big challenges in delivery is\n\n548\n00:27:02.320 --> 00:27:02.680\nalways\n\n549\n00:27:02.680 --> 00:27:06.760\nthe additional costs it takes to get the meals delivered at home.\n\n550\n00:27:06.760 --> 00:27:11.460\nAnd you know, I know your customer base has to skew to higher incomes, or at\n\n551\n00:27:11.460 --> 00:27:12.200\nleast I would\n\n552\n00:27:12.200 --> 00:27:13.360\nbet it would.\n\n553\n00:27:13.360 --> 00:27:17.700\nIs that okay for you as you think about the future or you really have a big\n\n554\n00:27:17.700 --> 00:27:18.640\npush to make\n\n555\n00:27:18.640 --> 00:27:22.560\nyour delivery service even more affordable for the masses?\n\n556\n00:27:22.560 --> 00:27:27.970\nOur goal from day one was to make sure that our product would be accessible to\n\n557\n00:27:27.970 --> 00:27:29.320\neverybody.\n\n558\n00:27:29.320 --> 00:27:32.120\nAnd it's a big part.\n\n559\n00:27:32.120 --> 00:27:38.490\nAnd so, you know, while we started in a lot of these more metro areas, and\n\n560\n00:27:38.490 --> 00:27:39.800\nactually we\n\n561\n00:27:39.800 --> 00:27:44.160\ntended to start in the suburbs, a lot of these metro areas, you know, Dorras\n\n562\n00:27:44.160 --> 00:27:46.080\ntoday is principally\n\n563\n00:27:46.080 --> 00:27:48.680\nin, it's really everywhere.\n\n564\n00:27:48.680 --> 00:27:53.710\nAnd it's really a representation of what the country looks like across all\n\n565\n00:27:53.710 --> 00:27:55.680\nincome levels\n\n566\n00:27:55.680 --> 00:27:57.760\nand all demographics.\n\n567\n00:27:57.760 --> 00:28:00.960\nAnd so for us, it's never been more important, especially now.\n\n568\n00:28:00.960 --> 00:28:06.950\nI mean, during this pandemic, as well as, you know, after this pandemic, that\n\n569\n00:28:06.950 --> 00:28:07.560\nwe make\n\n570\n00:28:07.560 --> 00:28:10.680\nsure that our service is accessible to everybody.\n\n571\n00:28:10.680 --> 00:28:12.440\nYou know, value is such a huge challenge.\n\n572\n00:28:12.440 --> 00:28:15.030\nYou know, when you think about it, I always used to say, you know, you're\n\n573\n00:28:15.030 --> 00:28:15.640\nreally trying\n\n574\n00:28:15.640 --> 00:28:20.360\nto be price competitive with a process that entails a human being, a 3,000\n\n575\n00:28:20.360 --> 00:28:21.280\npound machine\n\n576\n00:28:21.280 --> 00:28:23.960\nin your delivery, two pounds of food.\n\n577\n00:28:23.960 --> 00:28:26.760\nYou know, I mean, that's a daunting task.\n\n578\n00:28:26.760 --> 00:28:30.200\nHow do you really solve that problem?\n\n579\n00:28:30.200 --> 00:28:32.960\nHow much resource do you put against it?\n\n580\n00:28:32.960 --> 00:28:36.760\nLogistics is really at the heart of everything we do.\n\n581\n00:28:36.760 --> 00:28:44.170\nAnd I mean that in the, I guess, more limited vernacular of the last mile\n\n582\n00:28:44.170 --> 00:28:45.480\nproblem.\n\n583\n00:28:45.480 --> 00:28:49.470\nAnd then just more broadly, frankly, in every problem that we see, which is how\n\n584\n00:28:49.470 --> 00:28:49.880\ndo you take\n\n585\n00:28:49.880 --> 00:28:54.780\na problem, decompose it into its component parts, decompose its component parts\n\n586\n00:28:54.780 --> 00:28:55.240\ninto,\n\n587\n00:28:55.240 --> 00:29:02.010\nyou know, the root level, operationally solve each one of those root challenges\n\n588\n00:29:02.010 --> 00:29:02.320\nand then\n\n589\n00:29:02.320 --> 00:29:05.440\nactually build software to productize that at scale.\n\n590\n00:29:05.440 --> 00:29:09.240\nYou know, that really is the rough manner in which we think about product\n\n591\n00:29:09.240 --> 00:29:10.640\ndevelopment.\n\n592\n00:29:10.640 --> 00:29:13.880\nAnd that's how we understood the logistics game itself.\n\n593\n00:29:13.880 --> 00:29:18.070\nBy doing every single delivery ourselves, that was how we figured out that\n\n594\n00:29:18.070 --> 00:29:18.760\nthere are,\n\n595\n00:29:18.760 --> 00:29:21.600\nyou know, at least 20 steps in the delivery.\n\n596\n00:29:21.600 --> 00:29:23.880\nAnd you've got to get all of them right.\n\n597\n00:29:23.880 --> 00:29:27.320\nIt is, it sounds trivial when you think about getting a burrito delivered or\n\n598\n00:29:27.320 --> 00:29:27.800\nsomething like\n\n599\n00:29:27.800 --> 00:29:28.800\nthis.\n\n600\n00:29:28.800 --> 00:29:29.800\nBut there's a lot that goes on.\n\n601\n00:29:29.800 --> 00:29:32.960\nAnd a lot goes on because we're talking about the physical world.\n\n602\n00:29:32.960 --> 00:29:38.060\nAnd there are real, like you said, atoms that are being touched that have to,\n\n603\n00:29:38.060 --> 00:29:39.360\nyou know,\n\n604\n00:29:39.360 --> 00:29:43.200\nmove in a certain set of ways so that we can make that work.\n\n605\n00:29:43.200 --> 00:29:46.820\nYou know, how would you describe your team members, Tony, you know, people you\n\n606\n00:29:46.820 --> 00:29:47.120\ncall\n\n607\n00:29:47.120 --> 00:29:51.360\nthe dashers and what kind of culture you're trying to create for them?\n\n608\n00:29:51.360 --> 00:29:53.840\nYou mentioned some of the things you were doing earlier.\n\n609\n00:29:53.840 --> 00:29:58.730\nYeah, well, dashers, you know, I think it starts by understanding who these,\n\n610\n00:29:58.730 --> 00:29:59.280\nyou know,\n\n611\n00:29:59.280 --> 00:30:00.280\nfolks are.\n\n612\n00:30:00.280 --> 00:30:05.770\nSo they're, they're, they're independent contractors on our platform and, and,\n\n613\n00:30:05.770 --> 00:30:07.820\nand they, the number\n\n614\n00:30:07.820 --> 00:30:11.160\none thing that they value is really the flexibility that we offer.\n\n615\n00:30:11.160 --> 00:30:15.520\nSo 90% of them actually work fewer than three hours a week.\n\n616\n00:30:15.520 --> 00:30:22.020\nAnd so if you think about, you know, this community, it's really a great, I\n\n617\n00:30:22.020 --> 00:30:23.400\nthink representation\n\n618\n00:30:23.400 --> 00:30:28.660\nof how work is changing in America and frankly, globally, which is, you know,\n\n619\n00:30:28.660 --> 00:30:29.280\nwork should\n\n620\n00:30:29.280 --> 00:30:30.440\nbe flexible.\n\n621\n00:30:30.440 --> 00:30:35.280\nWork should happen, aware it wants to happen whenever it wants to happen.\n\n622\n00:30:35.280 --> 00:30:39.770\nAnd, and, and that obviously challenges and some of the traditional paradigms\n\n623\n00:30:39.770 --> 00:30:40.320\nof how we\n\n624\n00:30:40.320 --> 00:30:42.240\nthink about work.\n\n625\n00:30:42.240 --> 00:30:46.460\nBut that's really the number one thing that we think about protecting, which is\n\n626\n00:30:46.460 --> 00:30:47.240\nthis flexibility,\n\n627\n00:30:47.240 --> 00:30:51.480\nespecially as we think about going, you know, beyond serving restaurants, as we\n\n628\n00:30:51.480 --> 00:30:52.120\nthink about\n\n629\n00:30:52.120 --> 00:30:55.760\nserving different types of deliveries and different types of activities.\n\n630\n00:30:55.760 --> 00:30:57.080\nAnd so I think that's the first part.\n\n631\n00:30:57.080 --> 00:31:01.420\nThe second part is making sure that this group gets the protections that they\n\n632\n00:31:01.420 --> 00:31:02.240\ndeserve.\n\n633\n00:31:02.240 --> 00:31:07.080\nAnd so, you know, I talked about some of this earlier in this conversation of\n\n634\n00:31:07.080 --> 00:31:07.760\nwhere we wanted\n\n635\n00:31:07.760 --> 00:31:11.780\nto make sure especially during this pandemic that, you know, they have access\n\n636\n00:31:11.780 --> 00:31:12.360\nto the same\n\n637\n00:31:12.360 --> 00:31:17.190\npersonal protective equipment that others should have access to, not medical\n\n638\n00:31:17.190 --> 00:31:17.800\ngrade, you\n\n639\n00:31:17.800 --> 00:31:22.560\nknow, PPE, but the protections that they deserve, making sure that they have\n\n640\n00:31:22.560 --> 00:31:23.760\nfinancial assistance.\n\n641\n00:31:23.760 --> 00:31:28.720\nIf they unfortunately were to be impacted by, you know, COVID-19 and making\n\n642\n00:31:28.720 --> 00:31:29.520\nsure that they\n\n643\n00:31:29.520 --> 00:31:33.890\nget access to the same telemedicine and diagnostics that, you know, I think\n\n644\n00:31:33.890 --> 00:31:35.080\nother patients do.\n\n645\n00:31:35.080 --> 00:31:41.390\nSo I think it's making sure that as we scale this group, that they get to keep\n\n646\n00:31:41.390 --> 00:31:42.920\nthe flexibility\n\n647\n00:31:42.920 --> 00:31:45.480\nthey want while getting the protections they deserve.\n\n648\n00:31:45.480 --> 00:31:49.590\nWell, how do you motivate a gig worker who has three hours a week time\n\n649\n00:31:49.590 --> 00:31:50.680\ncommitted to you?\n\n650\n00:31:50.680 --> 00:31:52.320\nI mean, I'll tell you what, I'm in.\n\n651\n00:31:52.320 --> 00:31:55.240\nI've always tried to have a highly charged workforce.\n\n652\n00:31:55.240 --> 00:31:58.840\nThat's got to be huge, huge challenge.\n\n653\n00:31:58.840 --> 00:31:59.840\nYeah.\n\n654\n00:31:59.840 --> 00:32:00.840\nYeah.\n\n655\n00:32:00.840 --> 00:32:04.880\nWell, the way I think about it is how do you solve for what the worker wants?\n\n656\n00:32:04.880 --> 00:32:10.680\nAnd that's truly how I think about, you know, motivation, which is, you know,\n\n657\n00:32:10.680 --> 00:32:11.080\nand for some\n\n658\n00:32:11.080 --> 00:32:15.080\nworkers, that means just this one task.\n\n659\n00:32:15.080 --> 00:32:16.920\nThat's how you can motivate me.\n\n660\n00:32:16.920 --> 00:32:19.080\nFor others, it means, you know, different things.\n\n661\n00:32:19.080 --> 00:32:27.000\nAnd so I think just with all things, there is no one size fits all answer.\n\n662\n00:32:27.000 --> 00:32:29.240\nThere is no silver bullet, so to speak.\n\n663\n00:32:29.240 --> 00:32:35.600\nOtherwise, it wouldn't be a fun leadership challenge and opportunity.\n\n664\n00:32:35.600 --> 00:32:40.550\nAnd so I think for us, it's thinking about for each DASH or that we have the\n\n665\n00:32:40.550 --> 00:32:41.400\nprivilege\n\n666\n00:32:41.400 --> 00:32:45.520\ndepartment within our platform, how do we make it worth their while during the\n\n667\n00:32:45.520 --> 00:32:46.000\ntime that\n\n668\n00:32:46.000 --> 00:32:47.240\nthey actually on with us?\n\n669\n00:32:47.240 --> 00:32:51.210\nAnd for some, that means certain things that for others, it means very\n\n670\n00:32:51.210 --> 00:32:52.800\ndifferent things.\n\n671\n00:32:52.800 --> 00:32:59.400\nYou know, when you think about your company culture itself, what would be the\n\n672\n00:32:59.400 --> 00:33:00.280\ntop three\n\n673\n00:33:00.280 --> 00:33:02.200\nbehaviors you're really trying to drive?\n\n674\n00:33:02.200 --> 00:33:08.840\nYeah, I think the first is really this one around the ownership mentality.\n\n675\n00:33:08.840 --> 00:33:15.170\nI think when you talk to, you know, people at our company, that's probably the\n\n676\n00:33:15.170 --> 00:33:15.920\none that\n\n677\n00:33:15.920 --> 00:33:18.880\nfolks would point to the most.\n\n678\n00:33:18.880 --> 00:33:24.480\nAnd this ownership mentality means you, there is no true job description.\n\n679\n00:33:24.480 --> 00:33:28.000\nYou know, your goal is to help the company succeed.\n\n680\n00:33:28.000 --> 00:33:32.540\nAnd sure, that means that you have a certain set of things that define maybe\n\n681\n00:33:32.540 --> 00:33:33.360\nthe role,\n\n682\n00:33:33.360 --> 00:33:37.780\nbut you know, it means during this pandemic that we're out helping DASHers and\n\n683\n00:33:37.780 --> 00:33:38.480\nwe're out\n\n684\n00:33:38.480 --> 00:33:39.480\nhelping the community.\n\n685\n00:33:39.480 --> 00:33:43.810\nIt means that we're making menus as a company together, if that's what it takes\n\n686\n00:33:43.810 --> 00:33:44.720\n, regardless\n\n687\n00:33:44.720 --> 00:33:48.800\nof what your, you know, actual job title is.\n\n688\n00:33:48.800 --> 00:33:55.360\nI think the second is really one around a strong bias for action.\n\n689\n00:33:55.360 --> 00:33:59.840\nYou know, I think one of the things that I've come to learn about business and\n\n690\n00:33:59.840 --> 00:34:00.520\ncertainly,\n\n691\n00:34:00.520 --> 00:34:05.870\nI think this pandemic is a very pronounced version of this, you can't predict\n\n692\n00:34:05.870 --> 00:34:06.920\nthe future.\n\n693\n00:34:06.920 --> 00:34:10.660\nAnd the best way to predict the future is to try your best to influence it by\n\n694\n00:34:10.660 --> 00:34:11.120\nmaking\n\n695\n00:34:11.120 --> 00:34:12.120\nsome of the future.\n\n696\n00:34:12.120 --> 00:34:15.190\nAnd I think in order to do that, you have to take action, which means you're\n\n697\n00:34:15.190 --> 00:34:15.560\ngoing to\n\n698\n00:34:15.560 --> 00:34:20.260\nmake mistakes, which means that you're not going to get every shot, you know,\n\n699\n00:34:20.260 --> 00:34:21.320\ncorrect.\n\n700\n00:34:21.320 --> 00:34:25.270\nBut yet you have to take those shots and that doing something and then learning\n\n701\n00:34:25.270 --> 00:34:26.000\nvery quickly\n\n702\n00:34:26.000 --> 00:34:29.640\nfrom it is actually how you, you know, get through anything.\n\n703\n00:34:29.640 --> 00:34:35.700\nAnd I would say the final one is this notion of getting 1% better every day,\n\n704\n00:34:35.700 --> 00:34:37.160\nthat regardless\n\n705\n00:34:37.160 --> 00:34:42.220\nof, you know, whatever milestone we've been able to achieve that we're never\n\n706\n00:34:42.220 --> 00:34:42.960\nfinished,\n\n707\n00:34:42.960 --> 00:34:46.160\nthat we're only as good as our next delivery.\n\n708\n00:34:46.160 --> 00:34:53.070\nAnd it's a very humbling business, you know, and it's also a 1 in which we get\n\n709\n00:34:53.070 --> 00:34:54.360\nto see sometimes\n\n710\n00:34:54.360 --> 00:34:55.360\nthe best of humanity.\n\n711\n00:34:55.360 --> 00:34:59.200\nYou know, I could tell you about so many stories just during the last couple of\n\n712\n00:34:59.200 --> 00:35:00.600\nweeks of how\n\n713\n00:35:00.600 --> 00:35:08.120\nthere would be dashers who want to donate time to deliver meals, you know, from\n\n714\n00:35:08.120 --> 00:35:08.800\nthose\n\n715\n00:35:08.800 --> 00:35:15.040\nwho can donate them to children or the elderly who really need them.\n\n716\n00:35:15.040 --> 00:35:21.400\nOr you know, I could tell you about local businesses who are opening up as a\n\n717\n00:35:21.400 --> 00:35:22.120\nway not\n\n718\n00:35:22.120 --> 00:35:26.590\njust to stay, you know, in business for themselves, but they're actually in a\n\n719\n00:35:26.590 --> 00:35:28.600\ntime of need donating\n\n720\n00:35:28.600 --> 00:35:32.110\nthousands of meals sometimes to healthcare workers that are serving the\n\n721\n00:35:32.110 --> 00:35:32.880\ncommunity.\n\n722\n00:35:32.880 --> 00:35:34.080\nI mean, it's incredible.\n\n723\n00:35:34.080 --> 00:35:37.920\nI think some of the human stories we get to see every single day.\n\n724\n00:35:37.920 --> 00:35:43.650\nAnd that's what gives us also, I think the sense of humility and inspiration to\n\n725\n00:35:43.650 --> 00:35:44.120\nkeep learning\n\n726\n00:35:44.120 --> 00:35:46.920\nourselves and to always try to do better.\n\n727\n00:35:46.920 --> 00:35:47.920\nThat's fantastic.\n\n728\n00:35:47.920 --> 00:35:50.200\nI love it 1% better every day.\n\n729\n00:35:50.200 --> 00:35:55.320\nThat's sort of like getting a capitalized IQ rate going for you.\n\n730\n00:35:55.320 --> 00:35:58.560\nYou know, when you think about it, you talk to people.\n\n731\n00:35:58.560 --> 00:35:59.560\nYou talk to people about mistakes.\n\n732\n00:35:59.560 --> 00:36:03.910\nAnd when you look back on your own personal leadership, everybody has an epic\n\n733\n00:36:03.910 --> 00:36:04.360\nfail or\n\n734\n00:36:04.360 --> 00:36:07.720\nsome failure that they really taught them the most.\n\n735\n00:36:07.720 --> 00:36:09.200\nWhat would be yours?\n\n736\n00:36:09.200 --> 00:36:16.310\nI think the biggest mistakes I've made have almost always been around people\n\n737\n00:36:16.310 --> 00:36:17.320\ntopics, you\n\n738\n00:36:17.320 --> 00:36:25.760\nknow, and not getting those right, frankly, because at those times I was still\n\n739\n00:36:25.760 --> 00:36:26.880\ndeveloping\n\n740\n00:36:26.880 --> 00:36:27.880\nas a leader.\n\n741\n00:36:27.880 --> 00:36:34.160\nAnd I think I can think of a couple of different versions of this.\n\n742\n00:36:34.160 --> 00:36:40.120\nYou know, one version of this is how do you actually make sure that you bring\n\n743\n00:36:40.120 --> 00:36:41.040\nin the right\n\n744\n00:36:41.040 --> 00:36:43.600\nleaders to your organization?\n\n745\n00:36:43.600 --> 00:36:48.800\nYou know, Dordash is a company, as I mentioned before, it's not a one person\n\n746\n00:36:48.800 --> 00:36:49.400\nshow.\n\n747\n00:36:49.400 --> 00:36:53.800\nIt's a company that's being built now by 2,500 people.\n\n748\n00:36:53.800 --> 00:36:57.200\nAnd that's actually how you go on and do great things.\n\n749\n00:36:57.200 --> 00:37:02.110\nAnd the leaders that you bring into an organization like that really matter\n\n750\n00:37:02.110 --> 00:37:03.440\nbecause they influence\n\n751\n00:37:03.440 --> 00:37:07.760\nus so many more people than just when you started the company.\n\n752\n00:37:07.760 --> 00:37:10.420\nBut I think sometimes when you're hiring leaders for the first time, like when\n\n753\n00:37:10.420 --> 00:37:11.640\nI look back\n\n754\n00:37:11.640 --> 00:37:16.350\nat my own hiring journey, you don't always get it right because you don't even\n\n755\n00:37:16.350 --> 00:37:16.960\nknow what\n\n756\n00:37:16.960 --> 00:37:19.920\ntype of problem you're trying to solve.\n\n757\n00:37:19.920 --> 00:37:26.320\nNumber two, you also may not, you know, I was not looking enough at what the\n\n758\n00:37:26.320 --> 00:37:27.520\nactual super\n\n759\n00:37:27.520 --> 00:37:30.160\npowers of some of the leaders we brought in were.\n\n760\n00:37:30.160 --> 00:37:35.910\nAnd maybe while they were great, they weren't necessarily a fit for either the\n\n761\n00:37:35.910 --> 00:37:36.760\nculture or\n\n762\n00:37:36.760 --> 00:37:38.520\nthe problem that we're asking them to solve.\n\n763\n00:37:38.520 --> 00:37:44.010\nAnd I think whenever you match a leader that is phenomenal in their own right\n\n764\n00:37:44.010 --> 00:37:44.960\nto the wrong\n\n765\n00:37:44.960 --> 00:37:47.880\nproblem, you don't always get the best outcome.\n\n766\n00:37:47.880 --> 00:37:52.040\nYou know, that's one category of learning.\n\n767\n00:37:52.040 --> 00:38:01.450\nI think the second for me is really around making sure that I don't confuse\n\n768\n00:38:01.450 --> 00:38:02.520\nwhat I say\n\n769\n00:38:02.520 --> 00:38:07.160\nwith what I want to get done and to not let what I want to say get in the way\n\n770\n00:38:07.160 --> 00:38:07.720\nof what\n\n771\n00:38:07.720 --> 00:38:09.480\nI want to accomplish.\n\n772\n00:38:09.480 --> 00:38:14.440\nAnd I think when you think about your influence as a leader, especially as you\n\n773\n00:38:14.440 --> 00:38:15.600\nget, as your\n\n774\n00:38:15.600 --> 00:38:20.610\norganization grows, your words carry a lot more weight and power almost\n\n775\n00:38:20.610 --> 00:38:22.640\nexponentially,\n\n776\n00:38:22.640 --> 00:38:26.520\nyou know, versus, you know, just your team or head count growth.\n\n777\n00:38:26.520 --> 00:38:32.400\nAnd so for me, it's been about the times where I didn't live up to, you know,\n\n778\n00:38:32.400 --> 00:38:33.280\nthe best\n\n779\n00:38:33.280 --> 00:38:38.290\nleader that I could be were when I didn't think enough about the different hats\n\n780\n00:38:38.290 --> 00:38:38.680\nthat\n\n781\n00:38:38.680 --> 00:38:40.920\na CEO should be wearing.\n\n782\n00:38:40.920 --> 00:38:47.150\nAnd that's maybe not everyone has the same context that I do or maybe that it's\n\n783\n00:38:47.150 --> 00:38:47.680\na new\n\n784\n00:38:47.680 --> 00:38:53.840\nhire and it's their first meeting with someone like me in the company.\n\n785\n00:38:53.840 --> 00:38:56.280\nAnd I didn't come off in the best way.\n\n786\n00:38:56.280 --> 00:38:59.840\nAnd I think that's the second category of lessons.\n\n787\n00:38:59.840 --> 00:39:03.080\nBut both of them are really around, you know, people.\n\n788\n00:39:03.080 --> 00:39:08.300\nI think the first is making sure that how do you make sure that whoever you\n\n789\n00:39:08.300 --> 00:39:09.160\nbring in and\n\n790\n00:39:09.160 --> 00:39:12.940\nthe problem you're asking them to solve really fits with what makes them\n\n791\n00:39:12.940 --> 00:39:14.000\nnaturally tick.\n\n792\n00:39:14.000 --> 00:39:19.670\nAnd then number two, that you always think about how you're going to show up\n\n793\n00:39:19.670 --> 00:39:20.240\nand how\n\n794\n00:39:20.240 --> 00:39:26.100\nyou always want to make positive deposits in your relationship building with\n\n795\n00:39:26.100 --> 00:39:28.360\nothers before,\n\n796\n00:39:28.360 --> 00:39:32.000\nyou know, you start asking for any withdrawals anytime soon.\n\n797\n00:39:32.000 --> 00:39:36.340\nAnd so I think those are probably the two biggest areas that, you know, I've\n\n798\n00:39:36.340 --> 00:39:36.960\nthought\n\n799\n00:39:36.960 --> 00:39:39.080\na lot about over the past few years.\n\n800\n00:39:39.080 --> 00:39:44.190\nTony, I know one of the things that you've had to take a little criticism on is\n\n801\n00:39:44.190 --> 00:39:44.360\nspend\n\n802\n00:39:44.360 --> 00:39:48.280\nlike the transparency of your tipping policy.\n\n803\n00:39:48.280 --> 00:39:50.080\nWhat did you learn from that experience?\n\n804\n00:39:50.080 --> 00:39:56.590\nNo, I think one of the things I've learned is about frankly, any big challenge\n\n805\n00:39:56.590 --> 00:39:57.680\nat DoorDash\n\n806\n00:39:57.680 --> 00:40:00.960\nis you got to get it right for every audience.\n\n807\n00:40:00.960 --> 00:40:02.920\nYou got to get every right for consumers.\n\n808\n00:40:02.920 --> 00:40:04.400\nYou got to get it right for drivers.\n\n809\n00:40:04.400 --> 00:40:05.960\nYou got to get it right for merchants.\n\n810\n00:40:05.960 --> 00:40:09.570\nAnd in the example of, you know, the pay model that you bring up, you know, we\n\n811\n00:40:09.570 --> 00:40:10.320\nwere squarely\n\n812\n00:40:10.320 --> 00:40:13.660\nthinking about how to get it right for drivers and how to make sure that every\n\n813\n00:40:13.660 --> 00:40:14.480\ndelivery was\n\n814\n00:40:14.480 --> 00:40:18.540\nworth doing and that it's not just that the deliveries that had high tips would\n\n815\n00:40:18.540 --> 00:40:19.080\nbe worth\n\n816\n00:40:19.080 --> 00:40:22.490\ndoing, but also the deliveries that were low tips where we would effectively\n\n817\n00:40:22.490 --> 00:40:23.040\nsubsidize\n\n818\n00:40:23.040 --> 00:40:27.800\nand pay more that they would be worth doing as well.\n\n819\n00:40:27.800 --> 00:40:32.230\nWhile it was very positive to the driver community, it wasn't very positive to\n\n820\n00:40:32.230 --> 00:40:34.520\nthe consumers.\n\n821\n00:40:34.520 --> 00:40:40.020\nAnd what I learned there was you have to get it right for every audience and\n\n822\n00:40:40.020 --> 00:40:40.880\nthat there\n\n823\n00:40:40.880 --> 00:40:47.040\nis really no substitute for that.\n\n824\n00:40:47.040 --> 00:40:49.600\nAnd so that was why we decided to make that change.\n\n825\n00:40:49.600 --> 00:40:50.960\nYeah, that's great.\n\n826\n00:40:50.960 --> 00:40:53.840\nI mean, we've all had those things happen.\n\n827\n00:40:53.840 --> 00:40:56.200\nBut it's how you recover that really makes a difference.\n\n828\n00:40:56.200 --> 00:41:00.300\nAnd I loved seeing what you're doing from just a driver perspective,\n\n829\n00:41:00.300 --> 00:41:01.320\nparticularly now\n\n830\n00:41:01.320 --> 00:41:05.520\nwhat's going on with COVID-19, so hats off with what you're doing with the dash\n\n831\n00:41:05.520 --> 00:41:05.720\n.\n\n832\n00:41:05.720 --> 00:41:07.920\nI love where you're headed there.\n\n833\n00:41:07.920 --> 00:41:13.560\nYou know, when you think about competition, how does it spur you on?\n\n834\n00:41:13.560 --> 00:41:14.560\nHow do you view competition?\n\n835\n00:41:14.560 --> 00:41:17.930\nFor example, one of the things I was thinking about, you've got right now, you\n\n836\n00:41:17.930 --> 00:41:18.520\n've got all\n\n837\n00:41:18.520 --> 00:41:23.080\nthese restaurants out there doing curbside carryout.\n\n838\n00:41:23.080 --> 00:41:26.840\nYou know, everybody's learning that process and that technique.\n\n839\n00:41:26.840 --> 00:41:29.820\nIs that something that you think is going to impact your business down the road\n\n840\n00:41:29.820 --> 00:41:30.040\n?\n\n841\n00:41:30.040 --> 00:41:31.800\nHow do you look at that dynamic?\n\n842\n00:41:31.800 --> 00:41:37.190\nYeah, I guess the way I've always thought about this is you've got to start\n\n843\n00:41:37.190 --> 00:41:38.000\nwith what\n\n844\n00:41:38.000 --> 00:41:42.670\nit is that the customer wants and always kind of squarely keep your attention\n\n845\n00:41:42.670 --> 00:41:43.360\nthere.\n\n846\n00:41:43.360 --> 00:41:46.420\nAnd then you've got to think about, you know, what are the things that you're\n\n847\n00:41:46.420 --> 00:41:47.400\ngoing to uniquely\n\n848\n00:41:47.400 --> 00:41:52.400\ndo that's going to overlap well with what the customer wants?\n\n849\n00:41:52.400 --> 00:41:56.930\nAnd the rest will take care of itself because the rest, frankly, is out of your\n\n850\n00:41:56.930 --> 00:41:57.640\ncontrol.\n\n851\n00:41:57.640 --> 00:41:59.840\nAnd you can only focus on what you can control.\n\n852\n00:41:59.840 --> 00:42:07.430\nAnd so at least the way that I thought about it is to make sure that from day\n\n853\n00:42:07.430 --> 00:42:08.200\none, when\n\n854\n00:42:08.200 --> 00:42:12.780\nwe were doing all of the deliveries, doing all of the support that we\n\n855\n00:42:12.780 --> 00:42:14.240\nunderstood exactly\n\n856\n00:42:14.240 --> 00:42:17.320\nwhat the needs of those customers were.\n\n857\n00:42:17.320 --> 00:42:21.560\nAnd from there, just keep getting better in that process.\n\n858\n00:42:21.560 --> 00:42:25.600\nAnd I think that different competitors will come and go.\n\n859\n00:42:25.600 --> 00:42:28.910\nThat's one of the things I've observed, frankly, that any industry ours is\n\n860\n00:42:28.910 --> 00:42:30.160\nthere's been no exception\n\n861\n00:42:30.160 --> 00:42:31.240\nto that.\n\n862\n00:42:31.240 --> 00:42:35.400\nAnd I think it's about, you know, winning on the product.\n\n863\n00:42:35.400 --> 00:42:40.760\nAnd that only comes if you have a very deep understanding of the customer.\n\n864\n00:42:40.760 --> 00:42:44.640\nI noticed now that you're, you've also developed this partnership with Walmart\n\n865\n00:42:44.640 --> 00:42:45.480\nand you're doing\n\n866\n00:42:45.480 --> 00:42:49.560\ngrocery store deliveries as well.\n\n867\n00:42:49.560 --> 00:42:50.560\nWhat's your future back?\n\n868\n00:42:50.560 --> 00:42:52.640\nWhere do you see all this going in the end?\n\n869\n00:42:52.640 --> 00:42:54.400\nWhat's DoorDash five years from now?\n\n870\n00:42:54.400 --> 00:42:57.480\nWell, DoorDash's goal, again, is to empower local economies.\n\n871\n00:42:57.480 --> 00:43:01.610\nAnd what we mean by that is we want to make sure that the businesses on the\n\n872\n00:43:01.610 --> 00:43:02.400\nstreets, whether\n\n873\n00:43:02.400 --> 00:43:05.850\nthey're small businesses, medium-sized businesses, or bigger businesses, that\n\n874\n00:43:05.850 --> 00:43:06.640\nthey all can make\n\n875\n00:43:06.640 --> 00:43:07.640\nit.\n\n876\n00:43:07.640 --> 00:43:12.330\nAnd I think the biggest economic transformation of our time right now, again,\n\n877\n00:43:12.330 --> 00:43:13.680\neven prior to\n\n878\n00:43:13.680 --> 00:43:18.420\nCOVID-19, was how do you do business in a world where customers aren't walking\n\n879\n00:43:18.420 --> 00:43:18.840\ninside\n\n880\n00:43:18.840 --> 00:43:20.200\nyour stores?\n\n881\n00:43:20.200 --> 00:43:25.540\nAnd so DoorDash's goal is to serve all of these businesses, restaurants or\n\n882\n00:43:25.540 --> 00:43:26.440\nother types\n\n883\n00:43:26.440 --> 00:43:30.790\nof stores and make sure that they actually have a convenience arm that allows\n\n884\n00:43:30.790 --> 00:43:31.320\nthem to\n\n885\n00:43:31.320 --> 00:43:34.080\ncompete in the modern day era.\n\n886\n00:43:34.080 --> 00:43:40.770\nAnd to make sure that we can do that through our products as well as their own,\n\n887\n00:43:40.770 --> 00:43:41.480\nso that\n\n888\n00:43:41.480 --> 00:43:46.730\nthe merchants can feel empowered to actually do a lot of the things you're\n\n889\n00:43:46.730 --> 00:43:47.960\ntalking about.\n\n890\n00:43:47.960 --> 00:43:49.680\nBut I think that's going to take decades.\n\n891\n00:43:49.680 --> 00:43:53.080\nI don't think that is a transformation that happens overnight.\n\n892\n00:43:53.080 --> 00:43:57.200\nAnd it's something that takes an understanding of a new way of doing business,\n\n893\n00:43:57.200 --> 00:43:58.440\na way of embracing,\n\n894\n00:43:58.440 --> 00:44:04.640\nI think, the future and where consumers are, as well as recognizing that if\n\n895\n00:44:04.640 --> 00:44:05.200\nmerchants can\n\n896\n00:44:05.200 --> 00:44:12.220\nactually make this jump, that they'll be able to have the opportunity to build\n\n897\n00:44:12.220 --> 00:44:13.120\nthose in-store\n\n898\n00:44:13.120 --> 00:44:14.800\nexperiences once again.\n\n899\n00:44:14.800 --> 00:44:19.240\nThat may look different from today or from the past where customers will want\n\n900\n00:44:19.240 --> 00:44:19.840\nto return\n\n901\n00:44:19.840 --> 00:44:20.920\nagain to their stores.\n\n902\n00:44:20.920 --> 00:44:27.090\nSo I'm optimistic that if merchants can figure out this convenience component,\n\n903\n00:44:27.090 --> 00:44:28.040\nwhich is here\n\n904\n00:44:28.040 --> 00:44:32.820\nto stay and has been here for a while, that they'll be able to then reinvest\n\n905\n00:44:32.820 --> 00:44:33.560\nback into\n\n906\n00:44:33.560 --> 00:44:37.680\ntheir stores and it'll look very, very different from the past.\n\n907\n00:44:37.680 --> 00:44:40.240\nBut people will start wanting to walk inside their stores again.\n\n908\n00:44:40.240 --> 00:44:44.080\nTony, what do you mean by the last mile, the last mile logistics?\n\n909\n00:44:44.080 --> 00:44:49.450\nWell, today there is no way to get everything inside your city brought to you\n\n910\n00:44:49.450 --> 00:44:50.400\nin minutes,\n\n911\n00:44:50.400 --> 00:44:52.680\nnot hours, not days.\n\n912\n00:44:52.680 --> 00:44:55.280\nAnd there are lots of reasons for this.\n\n913\n00:44:55.280 --> 00:44:58.920\nAnd there's lots of components necessary to solve that problem.\n\n914\n00:44:58.920 --> 00:45:03.000\nOur goal at DoorDash is to enable all of that to happen.\n\n915\n00:45:03.000 --> 00:45:05.890\nAnd some of that will happen through us, some of that will happen through\n\n916\n00:45:05.890 --> 00:45:06.840\nstores themselves.\n\n917\n00:45:06.840 --> 00:45:14.670\nBut that's really what it means, it means to allow the businesses inside their\n\n918\n00:45:14.670 --> 00:45:15.400\ncity to\n\n919\n00:45:15.400 --> 00:45:20.260\nhave the relationships that I think they want with the consumers that live near\n\n920\n00:45:20.260 --> 00:45:20.680\nthem.\n\n921\n00:45:20.680 --> 00:45:24.410\nShifting to way back, a little gears, shifting some gears here and going way\n\n922\n00:45:24.410 --> 00:45:24.920\nback.\n\n923\n00:45:24.920 --> 00:45:29.240\nI know you worked at McKinsey as a business analyst.\n\n924\n00:45:29.240 --> 00:45:32.640\nYou were a strategic consultant at eBay and PayPal.\n\n925\n00:45:32.640 --> 00:45:35.000\nYou worked for Red Laser.\n\n926\n00:45:35.000 --> 00:45:38.720\nWhat did you learn to do and not to do from those experiences when you thought\n\n927\n00:45:38.720 --> 00:45:39.320\nabout starting\n\n928\n00:45:39.320 --> 00:45:43.680\nyour own company and building the company that you have now?\n\n929\n00:45:43.680 --> 00:45:46.880\nI know that's a broad question, but is there one or two things?\n\n930\n00:45:46.880 --> 00:45:51.200\nYeah, I think those experiences were helpful certainly.\n\n931\n00:45:51.200 --> 00:45:55.510\nI think, look, probably more things growing up as a kid prepared me to start a\n\n932\n00:45:55.510 --> 00:45:56.080\ncompany\n\n933\n00:45:56.080 --> 00:45:58.000\nthan anything else.\n\n934\n00:45:58.000 --> 00:46:02.630\nBut I would say a couple things I took away from some of the experiences that\n\n935\n00:46:02.630 --> 00:46:03.720\nyou outlined.\n\n936\n00:46:03.720 --> 00:46:10.600\nI think one is just how do you structurally solve a problem over and again?\n\n937\n00:46:10.600 --> 00:46:15.400\nAnd I think McKinsey was a really great introductory environment for me,\n\n938\n00:46:15.400 --> 00:46:17.040\nespecially when it came\n\n939\n00:46:17.040 --> 00:46:18.200\nto looking at business problems.\n\n940\n00:46:18.200 --> 00:46:21.570\nBecause my background prior to that was really looking at science problems and\n\n941\n00:46:21.570 --> 00:46:22.920\nmath problems.\n\n942\n00:46:22.920 --> 00:46:26.880\nI was training to be a cancer researcher prior to McKinsey.\n\n943\n00:46:26.880 --> 00:46:29.960\nAnd so that's a very different world.\n\n944\n00:46:29.960 --> 00:46:33.610\nBut the way in which you approach problem solving actually share a lot of\n\n945\n00:46:33.610 --> 00:46:34.920\ncommon philosophies.\n\n946\n00:46:34.920 --> 00:46:40.950\nAnd I think McKinsey was a very helpful way to almost give me a new language to\n\n947\n00:46:40.950 --> 00:46:42.000\nunderstand\n\n948\n00:46:42.000 --> 00:46:44.120\nwhat business really was about.\n\n949\n00:46:44.120 --> 00:46:46.480\nAnd that was a great foundation.\n\n950\n00:46:46.480 --> 00:46:51.680\nI think the other experiences that you listed really were my first introduction\n\n951\n00:46:51.680 --> 00:46:52.440\nof working\n\n952\n00:46:52.440 --> 00:46:55.080\ninside of the company.\n\n953\n00:46:55.080 --> 00:46:58.620\nAnd some of them were bigger companies like eBay and PayPal and others were\n\n954\n00:46:58.620 --> 00:46:59.280\nsmaller.\n\n955\n00:46:59.280 --> 00:47:01.000\nLike Red Laser.\n\n956\n00:47:01.000 --> 00:47:06.750\nAnd I think it gave me the first taste of what it means to actually operate, be\n\n957\n00:47:06.750 --> 00:47:07.840\nresponsible\n\n958\n00:47:07.840 --> 00:47:12.800\nfor a number or a small team.\n\n959\n00:47:12.800 --> 00:47:16.560\nAnd some of the careers of others.\n\n960\n00:47:16.560 --> 00:47:21.860\nAnd so I think that was very helpful in just making sure that I had a sense of\n\n961\n00:47:21.860 --> 00:47:22.680\nwhat that\n\n962\n00:47:22.680 --> 00:47:24.880\nmeant.\n\n963\n00:47:24.880 --> 00:47:30.440\nBut again, it's not a replacement for something that you do day in and day out\n\n964\n00:47:30.440 --> 00:47:31.440\nfor the last\n\n965\n00:47:31.440 --> 00:47:33.560\nseven years that I've been doing at DoorDash.\n\n966\n00:47:33.560 --> 00:47:39.340\nBut both of those experiences, I think they did share one commonality, which is\n\n967\n00:47:39.340 --> 00:47:39.960\nI've made\n\n968\n00:47:39.960 --> 00:47:43.810\nmy biggest decisions in life really around the motto of where am I going to\n\n969\n00:47:43.810 --> 00:47:44.600\nhave the most\n\n970\n00:47:44.600 --> 00:47:46.600\nfun and the least regret.\n\n971\n00:47:46.600 --> 00:47:53.000\nAnd that tends to be true around great people.\n\n972\n00:47:53.000 --> 00:47:56.560\nBut the people tend to make the difference of where am I going to have the most\n\n973\n00:47:56.560 --> 00:47:56.920\nfun and\n\n974\n00:47:56.920 --> 00:47:57.920\nthe least regret.\n\n975\n00:47:57.920 --> 00:48:02.540\nAnd I look at those different organizations that I've been privileged to get to\n\n976\n00:48:02.540 --> 00:48:03.920\nwork at.\n\n977\n00:48:03.920 --> 00:48:08.690\nAnd it's really the people that made some of those lessons stick for me more so\n\n978\n00:48:08.690 --> 00:48:09.040\nthan\n\n979\n00:48:09.040 --> 00:48:10.040\nthe circumstance.\n\n980\n00:48:10.040 --> 00:48:14.170\nSpeaking of people, what's the most important thing you look for when you want\n\n981\n00:48:14.170 --> 00:48:15.320\nto hire somebody?\n\n982\n00:48:15.320 --> 00:48:16.320\nYeah.\n\n983\n00:48:16.320 --> 00:48:18.200\nWell, there are a few.\n\n984\n00:48:18.200 --> 00:48:22.940\nI started writing down, I think, some of the best behaviors of the best people\n\n985\n00:48:22.940 --> 00:48:23.960\nI've observed.\n\n986\n00:48:23.960 --> 00:48:27.520\nAnd I call them the attributes of excellence.\n\n987\n00:48:27.520 --> 00:48:31.410\nAnd one of those behaviors is really the ability to operate at the lowest level\n\n988\n00:48:31.410 --> 00:48:33.160\nof detail.\n\n989\n00:48:33.160 --> 00:48:38.280\nAnd I think for a business like ours, it's very, very critical to get right.\n\n990\n00:48:38.280 --> 00:48:42.160\nAnd I think especially as leaders grow in their career, sometimes that's a\n\n991\n00:48:42.160 --> 00:48:42.760\nskill that\n\n992\n00:48:42.760 --> 00:48:46.520\nthey get further and further removed from.\n\n993\n00:48:46.520 --> 00:48:51.640\nThe second is having the courage to have a strong bias for action because that\n\n994\n00:48:51.640 --> 00:48:52.120\nmeans\n\n995\n00:48:52.120 --> 00:48:55.040\nyou're going to make mistakes.\n\n996\n00:48:55.040 --> 00:49:00.320\nThe third is the ability to recruit people better than yourself.\n\n997\n00:49:00.320 --> 00:49:04.880\nThe fourth for me is having strong followership.\n\n998\n00:49:04.880 --> 00:49:07.600\nAnd that to me really is the definition of leadership.\n\n999\n00:49:07.600 --> 00:49:12.200\nIt's not how many direct reports you've been given to oversee.\n\n1000\n00:49:12.200 --> 00:49:13.960\nIt's really how many people want to follow you.\n\n1001\n00:49:13.960 --> 00:49:16.680\nThat's why I believe there are many leaders even within DoorDash that have no\n\n1002\n00:49:16.680 --> 00:49:18.200\ndirect reports.\n\n1003\n00:49:18.200 --> 00:49:21.800\nFifth is the ability to hold two opposing views at the same time.\n\n1004\n00:49:21.800 --> 00:49:26.800\nI think that's very, very hard to do especially as people.\n\n1005\n00:49:26.800 --> 00:49:29.280\nWe want our side to be right.\n\n1006\n00:49:29.280 --> 00:49:33.380\nAnd I think the final thing is I think is a hallmark of our culture, which is\n\n1007\n00:49:33.380 --> 00:49:34.080\nthis 1%\n\n1008\n00:49:34.080 --> 00:49:40.060\nbetter everyday mentality, this growth mindset to never settle, to always look\n\n1009\n00:49:40.060 --> 00:49:41.000\nfor the next\n\n1010\n00:49:41.000 --> 00:49:42.000\nmilestone.\n\n1011\n00:49:42.000 --> 00:49:43.280\nYou talk about courage.\n\n1012\n00:49:43.280 --> 00:49:47.840\nI read where you made this bold move and you acquired Scotty Labs, which is a\n\n1013\n00:49:47.840 --> 00:49:48.640\nself-driving\n\n1014\n00:49:48.640 --> 00:49:50.800\ncar company as I understand it.\n\n1015\n00:49:50.800 --> 00:49:55.200\nHow do you muster up the courage to do this?\n\n1016\n00:49:55.200 --> 00:49:59.040\nAnd it's obviously a long-term move.\n\n1017\n00:49:59.040 --> 00:50:03.680\nI would think, okay, what do you see as the future benefit of that?\n\n1018\n00:50:03.680 --> 00:50:09.440\nWell, there are different horizons to investments that I think about.\n\n1019\n00:50:09.440 --> 00:50:11.440\nThat's true for people investments.\n\n1020\n00:50:11.440 --> 00:50:14.480\nThat's true for acquisitions, as you talk about.\n\n1021\n00:50:14.480 --> 00:50:19.120\nIt's true for product decisions, marketing decisions, et cetera.\n\n1022\n00:50:19.120 --> 00:50:22.780\nAnd one of the things that I think as a leader, you have to make sure you get\n\n1023\n00:50:22.780 --> 00:50:23.360\nright is that\n\n1024\n00:50:23.360 --> 00:50:25.760\nyou can't miss the future.\n\n1025\n00:50:25.760 --> 00:50:28.360\nAnd the hard part about missing the future is you don't exactly know when it's\n\n1026\n00:50:28.360 --> 00:50:28.680\ngoing\n\n1027\n00:50:28.680 --> 00:50:29.840\nto come.\n\n1028\n00:50:29.840 --> 00:50:31.240\nSome believe that it's already here.\n\n1029\n00:50:31.240 --> 00:50:32.960\nIt's just not evenly distributed.\n\n1030\n00:50:32.960 --> 00:50:35.280\nOthers believe it's never coming.\n\n1031\n00:50:35.280 --> 00:50:40.320\nAnd I think the pundits always sound really smart, but when you're in the hot\n\n1032\n00:50:40.320 --> 00:50:41.280\nseats, so\n\n1033\n00:50:41.280 --> 00:50:46.160\nto speak, you have to take a point of view.\n\n1034\n00:50:46.160 --> 00:50:53.520\nAnd from where I sit, there's no doubt in my mind that we would live in a safer\n\n1035\n00:50:53.520 --> 00:50:54.240\nworld\n\n1036\n00:50:54.240 --> 00:51:03.160\nand a higher quality world if autonomous technologies were here to help us.\n\n1037\n00:51:03.160 --> 00:51:08.840\nAnd to me, it's really about how do you get that marriage right of when I look\n\n1038\n00:51:08.840 --> 00:51:09.360\nat something\n\n1039\n00:51:09.360 --> 00:51:10.360\nthat we do?\n\n1040\n00:51:10.360 --> 00:51:13.120\nAnd I think autonomous technologies can help in a lot of applications.\n\n1041\n00:51:13.120 --> 00:51:16.390\nBut when I look at what we do, how do you make sure that they can help solve\n\n1042\n00:51:16.390 --> 00:51:16.800\nsome of\n\n1043\n00:51:16.800 --> 00:51:23.310\nthe problems that cause delays or waste in our system, that humans don't want\n\n1044\n00:51:23.310 --> 00:51:24.040\nto do,\n\n1045\n00:51:24.040 --> 00:51:29.500\nthat dashers don't want to do, so that humans and dashers can do more higher\n\n1046\n00:51:29.500 --> 00:51:30.280\nvalue or more\n\n1047\n00:51:30.280 --> 00:51:31.720\ndesirable things?\n\n1048\n00:51:31.720 --> 00:51:34.120\nAnd how do you get that equation right?\n\n1049\n00:51:34.120 --> 00:51:40.300\nBut you got to start somewhere, and to me, that typically starts with betting\n\n1050\n00:51:40.300 --> 00:51:40.840\non the\n\n1051\n00:51:40.840 --> 00:51:47.460\nright team and making sure that we could bring on a group that is dedicated and\n\n1052\n00:51:47.460 --> 00:51:48.240\ncommitted\n\n1053\n00:51:48.240 --> 00:51:54.320\nto a cause that they know is multi-years, perhaps multi-decade.\n\n1054\n00:51:54.320 --> 00:51:57.990\nAnd it's not something that's going to get help tomorrow or overnight or even\n\n1055\n00:51:57.990 --> 00:51:59.640\nin a year.\n\n1056\n00:51:59.640 --> 00:52:04.200\nAnd so that's typically how I think about the longer term things.\n\n1057\n00:52:04.200 --> 00:52:05.760\nOh, that's great.\n\n1058\n00:52:05.760 --> 00:52:08.760\nTony, this has been so much fun.\n\n1059\n00:52:08.760 --> 00:52:10.880\nAnd I want to have a little more fun.\n\n1060\n00:52:10.880 --> 00:52:14.120\nI've just started doing this with some of my conversations, but I want to do a\n\n1061\n00:52:14.120 --> 00:52:14.480\nquick\n\n1062\n00:52:14.480 --> 00:52:16.960\nlightning round, okay, of questions.\n\n1063\n00:52:16.960 --> 00:52:20.360\nAnd you get to know you even a little better here, okay?\n\n1064\n00:52:20.360 --> 00:52:24.200\nWhat would be the three words that best describe you?\n\n1065\n00:52:24.200 --> 00:52:27.760\nFast, high bar.\n\n1066\n00:52:27.760 --> 00:52:33.880\nWhat's your biggest pet peeve?\n\n1067\n00:52:33.880 --> 00:52:39.280\nMy biggest pet peeve, people who don't hold themselves accountable.\n\n1068\n00:52:39.280 --> 00:52:42.510\nI thought you were going to say they're not fast and they don't have a high bar\n\n1069\n00:52:42.510 --> 00:52:42.760\n.\n\n1070\n00:52:42.760 --> 00:52:49.520\nIf you could trade places with someone for a day, who would it be and why?\n\n1071\n00:52:49.520 --> 00:52:54.130\nI think I probably trade, I actually don't know who the most recent astronaut\n\n1072\n00:52:54.130 --> 00:52:55.240\nclass is,\n\n1073\n00:52:55.240 --> 00:53:00.470\nbut I probably would think about trading places with someone who either is\n\n1074\n00:53:00.470 --> 00:53:02.160\ncurrently in space\n\n1075\n00:53:02.160 --> 00:53:06.040\nor is about to make their journey into space.\n\n1076\n00:53:06.040 --> 00:53:10.780\nI think as a kid growing up in the Midwest, the son to a person who literally\n\n1077\n00:53:10.780 --> 00:53:11.840\nstudied rocket\n\n1078\n00:53:11.840 --> 00:53:19.200\nscience, I've always been fascinated by what's on the horizon literally.\n\n1079\n00:53:19.200 --> 00:53:24.480\nAnd I think seeing the world from a completely different perspective.\n\n1080\n00:53:24.480 --> 00:53:28.720\nWhat's the random fact, Tony, about you, that few people would know?\n\n1081\n00:53:28.720 --> 00:53:31.880\nI don't think most people know that I came up with my name.\n\n1082\n00:53:31.880 --> 00:53:38.860\nSo when I was five and I moved to the US, no one could pronounce my Chinese\n\n1083\n00:53:38.860 --> 00:53:40.560\nname, Chuxing.\n\n1084\n00:53:40.560 --> 00:53:47.750\nAnd as a result of that, and getting a bit frustrated by that fact, when I was\n\n1085\n00:53:47.750 --> 00:53:48.320\nfive,\n\n1086\n00:53:48.320 --> 00:53:52.270\nI walked with my dad to the immigration office and legally changed my name to\n\n1087\n00:53:52.270 --> 00:53:52.800\nTony.\n\n1088\n00:53:52.800 --> 00:53:57.240\nAnd that happened because I used to watch a lot of TV as a way to learn English\n\n1089\n00:53:57.240 --> 00:53:57.560\n.\n\n1090\n00:53:57.560 --> 00:54:01.200\nAnd I watched a lot of who's the boss starring Tony Danza.\n\n1091\n00:54:01.200 --> 00:54:02.200\nThat's great.\n\n1092\n00:54:02.200 --> 00:54:05.960\nAnd do you have any hidden talents?\n\n1093\n00:54:05.960 --> 00:54:06.960\nI don't think so.\n\n1094\n00:54:06.960 --> 00:54:11.470\nI think my wife made say one of my hidden talents is how fast I write emails,\n\n1095\n00:54:11.470 --> 00:54:12.400\nbut I\n\n1096\n00:54:12.400 --> 00:54:14.520\ndon't hope that's a hidden talent.\n\n1097\n00:54:14.520 --> 00:54:16.640\nWell, you're fast.\n\n1098\n00:54:16.640 --> 00:54:18.440\nThere's no question about that.\n\n1099\n00:54:18.440 --> 00:54:22.360\nWhat three bits of advice Tony, would you give to aspiring leaders?\n\n1100\n00:54:22.360 --> 00:54:27.440\nI think the first is you have to know yourself before you want to lead others.\n\n1101\n00:54:27.440 --> 00:54:34.410\nAnd that while it's easy to try to learn from others and be inspired by others,\n\n1102\n00:54:34.410 --> 00:54:35.080\nfirst\n\n1103\n00:54:35.080 --> 00:54:38.780\nand foremost, if you don't know your own strengths and therefore the\n\n1104\n00:54:38.780 --> 00:54:39.720\nvulnerabilities\n\n1105\n00:54:39.720 --> 00:54:44.010\nof sometimes overplaying to that strength, it's going to be very difficult to\n\n1106\n00:54:44.010 --> 00:54:44.440\nlead in\n\n1107\n00:54:44.440 --> 00:54:45.960\na very authentic way.\n\n1108\n00:54:45.960 --> 00:54:48.760\nAnd at some point, you may not find that enjoyable.\n\n1109\n00:54:48.760 --> 00:54:54.180\nSo I think number one is being proud of the person in the mirror, all the good,\n\n1110\n00:54:54.180 --> 00:54:54.400\nall the\n\n1111\n00:54:54.400 --> 00:54:56.800\nbad and everything in between.\n\n1112\n00:54:56.800 --> 00:55:00.870\nI think the second thing about leadership, I would say is leadership is about\n\n1113\n00:55:00.870 --> 00:55:01.760\nfollowership.\n\n1114\n00:55:01.760 --> 00:55:05.600\nIt's not about how many people report into you.\n\n1115\n00:55:05.600 --> 00:55:11.160\nSo that means you can lead at all levels, whether you are an intern that joins\n\n1116\n00:55:11.160 --> 00:55:11.640\nfor the\n\n1117\n00:55:11.640 --> 00:55:15.880\nsummer or whether you run a big organization yourself.\n\n1118\n00:55:15.880 --> 00:55:22.100\nAnd I think it's in the behaviors that you exhibit that ultimately drive those\n\n1119\n00:55:22.100 --> 00:55:22.840\nwho want\n\n1120\n00:55:22.840 --> 00:55:28.560\nto follow you, not necessarily where you sit in an organizational chart.\n\n1121\n00:55:28.560 --> 00:55:35.200\nThe final thing I would say about leadership is you have to know the business.\n\n1122\n00:55:35.200 --> 00:55:39.240\nThat's true for anything you do.\n\n1123\n00:55:39.240 --> 00:55:43.450\nAnd when I say know the business, that could be true in a for-profit context,\n\n1124\n00:55:43.450 --> 00:55:44.360\nin a nonprofit\n\n1125\n00:55:44.360 --> 00:55:48.520\ncontext, in a science context, et cetera.\n\n1126\n00:55:48.520 --> 00:55:55.950\nBut I do think that leaders over time, not necessarily every single time, but\n\n1127\n00:55:55.950 --> 00:55:56.920\nover time\n\n1128\n00:55:56.920 --> 00:56:01.320\nare judged by whether or not they are right.\n\n1129\n00:56:01.320 --> 00:56:06.880\nAnd almost by the magnitude of how right they get.\n\n1130\n00:56:06.880 --> 00:56:11.610\nAnd I think that the only way to keep yourself honest and I think to keep\n\n1131\n00:56:11.610 --> 00:56:13.160\nyourself also humble\n\n1132\n00:56:13.160 --> 00:56:16.980\nis to stay very close to the problems and to really be able to operate at the\n\n1133\n00:56:16.980 --> 00:56:17.760\nlowest level\n\n1134\n00:56:17.760 --> 00:56:18.760\nof detail.\n\n1135\n00:56:18.760 --> 00:56:22.960\nTony, I really want to thank you for opening up your home to be with this Zoom\n\n1136\n00:56:22.960 --> 00:56:23.560\ncall that\n\n1137\n00:56:23.560 --> 00:56:24.880\nwe have going on right here.\n\n1138\n00:56:24.880 --> 00:56:28.280\nAnd in the background, I've heard your child every now and then, I don't know\n\n1139\n00:56:28.280 --> 00:56:29.120\nif our listeners\n\n1140\n00:56:29.120 --> 00:56:32.570\nwill pick this up, but it's having a little fun, making some noise back there,\n\n1141\n00:56:32.570 --> 00:56:33.080\nwhich is\n\n1142\n00:56:33.080 --> 00:56:35.720\nreally a beautiful, beautiful sound.\n\n1143\n00:56:35.720 --> 00:56:45.690\nBut how do you balance running this multi-billion dollar company with your wife\n\n1144\n00:56:45.690 --> 00:56:46.600\nyou obviously\n\n1145\n00:56:46.600 --> 00:56:48.640\nlove and the family that you have?\n\n1146\n00:56:48.640 --> 00:56:54.050\nThere's no easy answer, but I think for me, it's about finding routines and\n\n1147\n00:56:54.050 --> 00:56:55.000\nmaking sure\n\n1148\n00:56:55.000 --> 00:56:56.760\nthat I stick to those routines.\n\n1149\n00:56:56.760 --> 00:57:02.400\nAnd so it means having breakfast with my daughter, even before this podcast,\n\n1150\n00:57:02.400 --> 00:57:03.840\nmaking sure that\n\n1151\n00:57:03.840 --> 00:57:06.760\nI would make breakfast for my daughter and have breakfast with her.\n\n1152\n00:57:06.760 --> 00:57:10.560\nIt means making sure that there's date night with my wife every Friday,\n\n1153\n00:57:10.560 --> 00:57:11.320\nregardless of the\n\n1154\n00:57:11.320 --> 00:57:16.900\ncircumstance, making sure that I go on, I used to be an avid runner, I jog\n\n1155\n00:57:16.900 --> 00:57:18.000\noccasionally\n\n1156\n00:57:18.000 --> 00:57:22.960\nnow, but it's making sure that I still do that for myself.\n\n1157\n00:57:22.960 --> 00:57:27.870\nBut whatever those routines are, again, there is no easy way to integrate work\n\n1158\n00:57:27.870 --> 00:57:28.320\nand life\n\n1159\n00:57:28.320 --> 00:57:35.940\nand back, but you got to stick to those routines and be confident that both for\n\n1160\n00:57:35.940 --> 00:57:37.160\nyourself and\n\n1161\n00:57:37.160 --> 00:57:41.160\nthose around you to stay true to your commitments.\n\n1162\n00:57:41.160 --> 00:57:45.160\nOne of the reasons why I love conversations like this is I get inspired.\n\n1163\n00:57:45.160 --> 00:57:49.040\nI get inspired by great leaders and I get inspired by people who just keep\n\n1164\n00:57:49.040 --> 00:57:49.560\nwanting to\n\n1165\n00:57:49.560 --> 00:57:52.880\nget better and better and have that learning mentality that you have.\n\n1166\n00:57:52.880 --> 00:57:57.480\nAnd I want to thank you so much for taking the time to spend this time with us.\n\n1167\n00:57:57.480 --> 00:57:58.480\nThank you very much.\n\n1168\n00:57:58.480 --> 00:57:59.480\nThanks David.\n\n1169\n00:57:59.480 --> 00:58:04.480\nIt was a great chatting with you.\n\n1170\n00:58:04.480 --> 00:58:06.520\nWow.\n\n1171\n00:58:06.520 --> 00:58:15.480\nCan you imagine day one on your job and you're learning a database language?\n\n1172\n00:58:15.480 --> 00:58:19.710\nIt's the perfect example of how Tony really embraces the nitty gritty stuff of\n\n1173\n00:58:19.710 --> 00:58:20.720\nhis business.\n\n1174\n00:58:20.720 --> 00:58:25.660\nHe knows those tiny little details and he knows that they're the secret to\n\n1175\n00:58:25.660 --> 00:58:26.640\nsolving big\n\n1176\n00:58:26.640 --> 00:58:28.080\nproblems.\n\n1177\n00:58:28.080 --> 00:58:30.640\nSome leaders hate to get into the weeds.\n\n1178\n00:58:30.640 --> 00:58:32.520\nTony's the exact opposite.\n\n1179\n00:58:32.520 --> 00:58:34.080\nHe learns by doing.\n\n1180\n00:58:34.080 --> 00:58:38.890\nTony and his team break down problems into smaller pieces like knowing the 20\n\n1181\n00:58:38.890 --> 00:58:39.760\nexact steps\n\n1182\n00:58:39.760 --> 00:58:41.880\nthat go into every delivery.\n\n1183\n00:58:41.880 --> 00:58:46.000\nAnd Tony has done every single step himself.\n\n1184\n00:58:46.000 --> 00:58:52.080\nI just love that curiosity and tenacity to really get clear on the problem.\n\n1185\n00:58:52.080 --> 00:58:56.320\nSo I got to ask you, does your business have a persistent problem?\n\n1186\n00:58:56.320 --> 00:59:01.350\nI think we've all been up against the problem we can't crack no matter how many\n\n1187\n00:59:01.350 --> 00:59:02.000\ntimes we\n\n1188\n00:59:02.000 --> 00:59:03.680\ntry.\n\n1189\n00:59:03.680 --> 00:59:08.480\nSometimes problems persist because we haven't really gotten clear on the\n\n1190\n00:59:08.480 --> 00:59:09.800\nproblem itself.\n\n1191\n00:59:09.800 --> 00:59:15.770\nWe may be lacking some information about what it is that we can only find if we\n\n1192\n00:59:15.770 --> 00:59:16.520\nget into\n\n1193\n00:59:16.520 --> 00:59:18.080\nthe details.\n\n1194\n00:59:18.080 --> 00:59:19.480\nAll right.\n\n1195\n00:59:19.480 --> 00:59:22.440\nIt's time for me to give you a little coaching.\n\n1196\n00:59:22.440 --> 00:59:28.000\nThis week, as part of your weekly personal development plan, get curious about\n\n1197\n00:59:28.000 --> 00:59:29.160\na problem.\n\n1198\n00:59:29.160 --> 00:59:32.360\nTalk to the team members who really deal with it.\n\n1199\n00:59:32.360 --> 00:59:33.880\nDig into the data.\n\n1200\n00:59:33.880 --> 00:59:36.920\nGet on the phone with the customer who's experienced it.\n\n1201\n00:59:36.920 --> 00:59:40.920\nTry to break it down into smaller details like Tony.\n\n1202\n00:59:40.920 --> 00:59:45.000\nWhatever the equivalent of sleighing hummus out of a Honda is for you.\n\n1203\n00:59:45.000 --> 00:59:46.960\nGet out there and do it.\n\n1204\n00:59:46.960 --> 00:59:51.640\nWhen you get curious and tenacious about the details, your team will too.\n\n1205\n00:59:51.640 --> 00:59:56.400\nIt is going to feel so great when you finally find that breakthrough solution\n\n1206\n00:59:56.400 --> 00:59:57.360\ntogether.\n\n1207\n00:59:57.360 --> 00:59:59.320\nSo do you want to know how leaders lead?\n\n1208\n00:59:59.320 --> 01:00:05.000\nWhat we learned today is that great leaders break down problems into detailed\n\n1209\n01:00:05.000 --> 01:00:05.280\npieces.\n\n1210\n01:00:05.280 --> 01:00:09.000\nThanks again for tuning in to another episode of How Leaders Lead, where every\n\n1211\n01:00:09.000 --> 01:00:09.800\nThursday you\n\n1212\n01:00:09.800 --> 01:00:14.320\nget to listen in while I interview some of the very best leaders in the world.\n\n1213\n01:00:14.320 --> 01:00:18.210\nI make it a point to give you something simple on each episode that you can\n\n1214\n01:00:18.210 --> 01:00:19.040\napply to your\n\n1215\n01:00:19.040 --> 01:00:22.880\nbusiness so that you will become the best leader you can be.\n\n1216\n01:00:22.880 --> 01:00:32.880\n[BLANK_AUDIO]\n\n1217\n01:00:32.880 --> 01:00:59.880\n[ Silence ]","

David Novak 0:04

Welcome to How leaders lead where every week you get to listen in while I interview some of the very best leaders in the world, I break down the key learnings so that by the end of the episode, you'll have something simple that you can apply as you develop into a better leader. That's what this podcast is all about. Today's guest is Tony Chu, the co founder and CEO of DoorDash. Now getting a nice tasty burrito delivered to your door may seem very, very straightforward. But really, when you think about all the moving parts, you've got vendors and drivers, logistics, traffic, weather technology, well, there's just a lot of places where problems can pop up. But you know what, Tony and his team love to solve those problems. And they do it by breaking them down to the smallest details. So they really get clear on what's happening at DoorDash. Tony is creating a culture of action and ownership. Whereas people have both the skills and the attitude, they need to really dig into details. To be totally honest, we leaders sometimes overlook those nitty gritty details, and boy, can they come back to bite you. Because we never get the full understanding and clarity that we really need to solve the problem. Great leaders have to deal in reality. And sometimes the reality, unfortunately, is really detailed. Tony is a great leader who has the curiosity and hard work it takes to break problems down into detailed pieces. And there's a lot we can learn from them. So here's my conversation with my good friend, and soon to be yours, Tony Chu.

Tony, I want to thank you so much for taking the time to chat with us. Well, it's

Tony Xu 1:55

great to be with you, David. Thanks for having me,

David Novak 1:58

Tony with this lockdown. Right? You know, where are you working out of?

Tony Xu 2:01

I'm in San Francisco.

David Novak 2:02

Are you in your home? Or in your office? Or what do you do every day,

Tony Xu 2:06

I've been at home sheltering in place, like, you know, all the good residents here in San Francisco and across the US. And, frankly, the world now and all of our teams are spread across the world, working from home,

David Novak 2:20

you know, you're the co founder and the CEO of what has to be one of the most successful startups in the past decade. And, you know, I understand you you tell yourself and your your team members that you need to fire yourself every six months. What do you mean by that?

Tony Xu 2:36

I think if you're lucky to be a part of something that changes very, very quickly, you know, anything that undergoes a doubling of the business every year, anything that you know, has the ability to, you know, grow 10 times in a short period of time, I think you're always in a mode of rapid learning. And I think no amount of preparation or necessarily experience can necessarily give you exactly what you need to get through some of these challenges. And so I think the number one thing you have to do in a type of setup like this, is to learn all of the time. And I think one of the things you learn very, very, very quickly is, number one, there's no amount of expertise that you can acquire, to solve every problem, because there's too many of them. And number two, there's always better people than you to solve each one of those challenges. And so, you know, and I think a good rule of thumb, at least for me, looking back on the almost seven years now at DoorDash is whenever there is an inflection point, and that typically happens in the six month period, sometimes even sooner than that. It's about finding someone either within the company or outside of the org to come and solve that problem better than I am able to after understanding of myself. And then moving on to the next thing

David Novak 3:58

that reminds me Tony of what was one of my favorite leadership exercises, which I call it the hotshot replaces, you know, I used to used to ask myself a hotshot came in and took my job, what would they do? You know, and it really motivated me to do it before someone else would do it at Yum, because I really liked my job.

Tony Xu 4:17

Yeah, I think I think it can be uncomfortable at first. But I think very quickly, you realize both out of necessity and frankly out of a desire to constantly improve and up level, the team as well as the potential for the company. You have to bring in you know, hot shots like you said, you have to bring in people better than yourself. Otherwise, you're never going to get to the next level.

David Novak 4:42

As you know, one of the first responsibilities of leadership is to define reality. Tell us how you would define the DoorDash reality today?

Tony Xu 4:50

Well, I think today especially during this pandemic, we've been privileged to get the chance to work 24/7 and see our mission empowering local economies realized almost every hour. I mean, when I think of, you know, the three audiences that we serve, you know, let's take, for example, the merchants, the local businesses who are really hurting. The reality for them right now is it's a very stark reality where it's about survival, it's about making sure that we can get cash in the door, as soon as possible. It's, you know, it's why DoorDash invested $100 million to give them their commissions cut in half, and that they can get the sales generated, you know, twice as profitable. When I think about the Dashers the drivers on the platform, it's about making sure that they can get those opportunities for flexible income. Because, I mean, a lot of these folks used to even weeks ago, days ago, some of them used to have jobs that now have been furloughed, or salaries that have been cut back. And so making sure that they have the ability to earn more than ever before, make sure that they are safe, that they get all of the you know, masks, sanitizers gloves and other personal protective gear, so that they can do their work safely, that they have financial assistance, if they were to ever get sick. Or if you know, they have to take care of a child to make sure that they get access to telemedicine help in the way that others may get access to seeing doctors and then when I think of the consumers, making sure that the most vulnerable amongst them, or can actually get served. I mean, the reality right now is we are sheltered in place. And we are at home. And I understand that we're hopefully knock on wood getting out of this. And but but it's still going to be somewhat of a gradual recovery, that whether it's the children who can't get access to lunch anymore, whether it's the health care workers who still need to be fed, whether it's the elderly, who don't have easy ways to get groceries, you know, those are the realities that we're preparing the company to serve 24/7 In every zip code across the countries that we serve. And when

David Novak 7:11

you think past COVID-19, how much do you think the world has changed? And do you think you're better prepared for it prepared for it than you would have been?

Tony Xu 7:20

I think the world is, has changed in a permanent way that, you know, we're still I think, realizing every single day. And I think one of the things I think about is is just how it's accelerated a lot of the trends that were already happening before this pandemic, and really showcasing the impact and the consequence in a very short period of time. Take, for example, you know, the local businesses, you know, we started DoorDash, really, for people like my mom who opened their business, and we're used to customers walking inside their doors. And even prior to this pandemic, that wasn't always happening. It wasn't as if every meal was consumed inside of a restaurant, it wasn't as if every purchase was made physically inside of the store. And I think it's not just that this pandemic, but even when I think after this recovery period, the ability to be able to do business in a world where customers aren't walking inside your stores. That's a very true reality. And it's the one that it's the biggest problem, in my opinion that will shape a lot of the economic transformation of most cities, because local businesses represents 60% plus of the GDP in most cities. And so DoorDash has a huge responsibility to make sure that not only can we help serve with our platform, but that we can also give the tools and the products that we build for ourselves to these local business owners so they can do the same for themselves and compete in the convenience and modern day world.

David Novak 9:01

Tony, you mentioned your Mother, tell us about how you came up with the business idea for DoorDash.

Tony Xu 9:07

You know, I never grew up wanting to be an entrepreneur. But I in many ways, almost not knowing it, you know, grew up watching an entrepreneur. You know, my family came to this country from China. And I was very young. I was five years old, and my dad was finishing his graduate degree at the University of Illinois. We didn't have much income coming into the family. We didn't have more than a couple $100 in the bank. So my mom was the sole relay provider for a while growing up and she did that by working three jobs a day for 12 years. All were for local businesses. One of them one of them was at a restaurant in a local Chinese restaurant in in, in in the Midwest where I grew up, and I got a front row seat as a dishwasher so I got to see her you know, really every day now not just be the best version of herself, but also, you know, be the best version for our family. Because her real dream David was wasn't to run a restaurant, it was it was to be a doctor. And so she, she actually deferred her dream for 12 years by working those three jobs. And then 12 years later, she took the savings that she had earned through those years to open up her medical clinic. And it's a it's a local business. It's a local business, she still runs today, you know, 20 plus years later. And so, you know, I think I grew up in the household of an entrepreneur, just just not knowing it at the time. But and we really started this company for people like her who, you know, every day go out to want to, you know, be the best version of themselves want to be their own boss, and, and really build something.

David Novak 10:52

How did you go about the business of learning how to deliver food? And what did that teach you as a leader?

Tony Xu 10:59

Well, I didn't know much about delivering food, when we started the company. But you know, one of the things I've always believed in, frankly, anything business, or other walks of life is you have to be able to understand things at the lowest level of detail. And there's no way to do that, if you don't do every job in that world. And so, my co founders, and I really learned about all things, logistics, and all things delivery, by doing the deliveries, you know, early on, actually, for the first year and a half, we did every single delivery. And, you know, while while classmates of mine are grad, we're, we're, we're moving on from, you know, grad school, and, you know, taking great vacations, I was shopping homeless for my Honda and

David Novak 11:54

the literation. From my Honda, that's awesome.

Tony Xu 11:57

Yeah. And so that's when I really got to understand, you know, how this business works, and how, you know, a delivery is really composed of many different steps. And, and it's the ability to get each step right in the sequencing of each step. And make it really more of a logistics and math problem that you can then apply some of the, you know, things that I studied, whether it's machine learning, or just other applied math techniques, so that you can actually standardize it, make it consistent and deliver high quality of service,

David Novak 12:31

Tony, it's one thing to have this idea and started to learn how to execute it, but how in the world you get the word out, you know, I come from a marketing background. So, you know, I'm really curious, how did you build awareness of this new company, you're trying to?

Tony Xu 12:45

Well, early on, we didn't have a lot of means we started the company, you know, with 10s of 1000s of dollars, and we didn't pay ourselves anything, actually, you know, for the first few months. And so we couldn't really, you know, put together any expensive marketing campaigns or anything like this. But one of the insights early on was recognizing that, you know, outside of New York City in America, at least just been no city offered delivery, you know, maybe with the exception of a few Chinese places, and, and pizza restaurants, just about no store offer their own delivery. And so, for us early on, it was we asked ourselves the question, well, what can the restaurants actually get the word out. And I still at the time, had a student ID that worked at Stanford. And I guess they hadn't turned it off or give it you know, denied my my privileges after graduation. But I was able to print lots of just very simple looking flyers that said, the names of restaurants that would offer delivery, and we would, you know, ask the restaurants that we partnered with, if they would put those in their takeout bags. And that was really how we got the word out early, early days. It wasn't a very sophisticated campaign. But it taught us a lot, which was that the restaurants that people could get delivery from was most important.

David Novak 14:17

That's big time resourceful. Like, do you feel like you I see your ads on national television now all the time? Do you feel like you have that same resourceful mindset today?

Tony Xu 14:27

Well, it's something that, you know, we think is really important to keep, I think being able to generate a high output input ratio, as I like to say it is is really, really, really important. And so we definitely try our best to do that. And I think, you know, for example, you talked about some of those marketing campaigns DoorDash up until just just a couple of years ago, actually, in the spring of 2018 was what when we started building our marketing teams for the first time, and so we didn't even have a marketing team for the first five years of of life, you know, 70% of our life, we actually didn't have a marketing team, mainly because we couldn't afford one. And so we had a win on building a better product but but the ways in which we've tried to stay resourceful now is really trying to stay close to the customer. So you know, every person in the company still does deliveries every month, we still do customer support. During this pandemic, we had everybody make menus because of the unprecedented amount of inbound merchants who are trying to get onto the platform. So there are still signs that give me hope that we still have that resourcefulness that we had when we started this company out of my apartment. But it's something that I think you're fighting all along the way, as you get more elevated in your position as a company.

David Novak 15:48

Yeah, I always call that big company itis. You gotta you gotta keep the big company small, which you're obviously trying to do you understand the first day you opened up for business, you only had one, one order. So what were you feeling the morning that you woke up and started that business that day? And then what were you feeling at the end of the day? Well, it

Tony Xu 16:09

was a lot of excitement, because we didn't expect to get an order. So soon after launch, but you know, we remember every part of that order, certainly, and and obviously, we fulfilled the order ourselves. But even to this day, we remember you know, all the things that the customer said, we remember exactly the route that I took, and etc. But I do also remember that excitement quickly waning. Over the following weeks, as as you know, our order volume hadn't picked up quite as I had hoped, early on. I remember July 4, after we had launched, which is only about a couple of weeks after we had only received six orders that day. And it was just one of those days where we had to quickly look behind us. We fired up the grill, made some burgers for ourselves as the co founders, and then look forward to the next day.

David Novak 17:03

That's great. It's great to see you definitely persevered through this tough times. You know, Tony, one of the things I know great leaders do and especially great entrepreneurs, is you just have an inherent ability to to solve the most important problems that occur most frequently. How do you go about identifying and solving the problems that you face as a company?

Tony Xu 17:23

Well, I think there are a couple of mechanisms or principles and then mechanisms built to enhance or enforce those principles. You know, one of them is about this truth seeking nature. You know, I think sometimes when you're an entrepreneur in particular, you get so excited. And you know, I'm an eternal optimist. So sometimes I get, you know, overly excited. But but it's really important to have a truth seeking culture in place, so that you can always look for the disconfirming evidence. And so you know, in the second month of DoorDash, is life, one of the things I did was I taught sequel to all of the non technical people at the company, and gave access to them to the database so that everybody can get the same access to information. And it's still something that we do today, obviously, in much more elevated ways in more sophisticated ways. But it's something that allows data to be at the heart of how we make decisions, and also how to move fast and in a very decentralized way. I think the second principle here that's important is to operate at the lowest level of detail. Most problems, they're not very easy to understand at the surface, that's why they're hard. And sometimes it's hard to prioritize, because you actually don't have enough clarity of what the true root cause behind something is, you hear a lot of anecdotes, you see a lot of the symptoms, but you don't actually yet understand the root cause. And so you have to keep going, you know, lower and lower and lower on this hypothesis tree to really uncover what you're looking for. And so I think there it's about, it's about writing, that's a mechanism we found very, very helpful, which is continuously writing down, you know, what we think the problem is until we can peel it back so that there's nothing left and then actually, then taking those root problems and then prioritizing against them.

David Novak 19:20

What kind of mindset do you use to approach a new problem?

Tony Xu 19:23

I think a couple of things. I think the first is really to be very curious about the problem. Because sometimes the problem isn't one that you like, or it isn't one that is you know, great for you but but obviously it's one that's that you have to solve and so for us, you know, we have a saying we like to solve the hardest problems first at the company, and the reason for that is because they tend to be the needle moving problems, but they are the most difficult for that reason. And so you really have to peel back all of the staying curious, I think to the problem is something that I think will continue to pay dividends because those root problems, they tend to be the ones that persist for a while, I think the second thing I would say about approaching problem is you have to be optimistic. You know, and we like to say, to choose optimism, and have a plan. So it's not just being, you know, overly cheery about something, it's about, you know, staying positive about thinking about how you can iteratively make progress, and actually build a walk towards maybe something very big, but you're starting very, very small. And so, you know, I think some of these principles have have been how we've approached some of our most difficult problems,

David Novak 20:41

the curiosity is, is a great trade. And, you know, just as you talk about that, you know, I'm really curious, how, how in the world, did you scale your business so fast? You know, you, you talked about writing everything down? Was that a big key for you to be able to launch and learn and move and expand and grow?

Tony Xu 21:00

Well, I think, you know, writing certainly was one of the mechanisms. But I think that, like, you've seen this, you know, to great depths, David, which is, you don't do anything significant alone. And me, me. So the number one thing is the way in which DoorDash is scaled effectively, is because of its people. And I think, you know, when I think of milestones along the way, the first 100 people at the company really set such a strong foundation for the culture that allowed us to scale to the next 1000. And it was the behaviors that led to the success and those people, and both making observations about them, writing them down, and then creating the mechanism to multiply them. That's really what allowed the company to scale.

David Novak 21:47

Everyone today, Tony talks about the importance of innovation, you know, what are you doing at DoorDash? To not just make this a buzzword and something that you talk about? And what are you really innovating around?

Tony Xu 21:59

Yeah, well, I think, a couple of thoughts here. One is you got to really understand what the customer is going through, because innovating just for the sake of building great technology that may or may not solve a problem isn't really innovating, you have to, you know, hopefully, make a difference. And I think that starts with truly, truly understanding all of your customers and friends with three different types of audiences with consumers, merchants and drivers. And so it's making sure that we do deliveries to making sure that we work inside restaurants, it's making sure that obviously we ourselves can be consumers of the product. The second thing I would say here is innovation, as you get a little bit bigger, as an organization, is about enabling and empowering a process that wants to say yes, because most organizations as they get bigger, they want to find ways to say no. And I think you almost want to find the shortest way to say yes. And so that, you know, DoorDash, you know, means a few mechanisms. One is decomposing all projects, especially new ideas into small teams, and allowing any team from anywhere in the company to actually ship and trial new ideas. But because they're small, both the team size, therefore the investment required, as well as you know, how we test an experiment. The consequences are also small. And so we can learn very, very, very quickly. And the idea of, you know, making that process, something that will outlive and outlast any one individual or any one leader, is a very, very important one to get right. And it's one that we're still trying to figure out how to get right at bigger scale,

David Novak 23:52

from my old delivery days of Pizza Hut, you know, and by the way, did we miss a big opportunity, we should have been the food distribution company instead of the pizza company. But anyway, you you beat beat us lot smarter than me, we really, you know, we're always focused on hot and fresh, are you innovating around that? Yeah, it's very important

Tony Xu 24:08

to to get right. And you know, when I think of the dimensions of what makes this service successful qualities is number one, in terms of whether or not someone, a customer is going to enjoy their experience and come back and use your service again. And so for us, you know, minimizing the waiting time, if you will, of how long foods sits out there or how long food travels, those are important parts of the delivery experience that we work very, very hard at in terms of, you know, trying to do things around the food itself or the heating or the cooling. We haven't done that much right now. Most of what we've done is making sure that we minimize any delays and that we make sure that there is packaging to keep Keep the food hot if it's meant to be hot and to keep the food cold. In the case of ice cream, or, you know, other perishables if it needs to be cold.

David Novak 25:09

Tony, as I listened to you and studied a little bit about what you've done, you're kind of like a modern day, Sam, Sam Walton, in the sense that, you know, you talk about SQL, because you wanted everybody to understand, you know, what the business and have access to the information. You know, Sam Walton used to say, the more you know, the more you care, you know, when he expanded, he went to C and D counties, he went to small town America, he didn't go into the major cities, and I look at you, and you've taken some of his characteristics and traits. And then you've also deviated a little bit, you know, you start out in San Francisco, you didn't go to small town America, but you went to Boston as your next market, as I understand it, you know. And so you obviously had a strategy there, that was something that you needed to have to compete. But I'm curious, why did you go from San Francisco to Boston, bad weather, lots of traffic? Seems like the worst place in the world could possibly go as your next market.

Tony Xu 26:06

Yeah. So we did have one more California market before, before Boston, which was Los Angeles. But But yeah, the reason it goes back to one of the things we talked about earlier, which is solving the hardest problem first, and one of the problems we wanted to solve was, we wanted to find a market that had bad weather that didn't rely as much on cars, as it did maybe other modes of transport, like bicycles, a market that would challenges with timezones, which obviously, Boston did, and that's actually why we chose Boston. And, and so for us, it was, we certainly had, you know, a list of criteria of how we chose markets and the sequencing of those markets. But one of the reasons why we wanted to choose Boston at the time that we did was to make sure that we could solve the hardest problem first.

David Novak 26:55

That's great, I think about your problem, and I'm a novice. So just looking at it here. But you know, one of the big challenges in delivery is always the additional costs it takes to get the meals delivered at home. And, you know, I know your customer base has to skew to higher incomes, at least I would bet it would. Is that okay? For you, as you think about the future, or you really have a big push to make your delivery service even more affordable for the masses, our goals from

Tony Xu 27:23

from day one, was to make sure that our product would be accessible to everybody. And, and it's a big part. And so, you know, while we started in a lot of these more metro areas, and actually, we tended to start in the suburbs, a lot of these metro areas DoorDash today is principally in it's really everywhere, and and it's really a representation of what the country looks like across all income levels, and all demographics. And so for us, it's never been more important, especially now, I mean, during this pandemic, as well, as you know, after this pandemic, that we make sure that our service is accessible to everybody.

David Novak 28:10

You know, value is such a huge challenge. You know, when you think about it, I always used to say, you know, you're really trying to be price competitive with a process that entails a human being a 3000 pound machine, okay, and you're delivering two pounds of food, what, you know, I mean, that's a daunting task, how do you really solve that problem? How much resource do you put against it

Tony Xu 28:32

in logistics is really at the heart of everything we do. And I mean, that in the, I guess, more limited vernacular of the last mile problem. And then just more broadly, frankly, in every problem that we see, which is, how do you take a problem, decompose it into its component parts, decompose its component parts into, you know, the root level, operationally solve each one of those root challenges, and then actually build software to productize. That at scale, you know, that really is the rough manner in which we think about product development. And that's how we understood the logistics game itself, by doing every single delivery ourselves. That was how we figured out that there are, you know, at least 20 steps into delivery, and you got to get all of them, right. And it isn't, it sounds trivial when you think about getting a burrito delivered or something like this. But there's a lot that goes on, and a lot goes on, because we're talking about the physical world. And there are real, like you said, atoms that are being touched that have to, you know, move in a certain set of ways so that we can make that work.

David Novak 29:43

You know, how would you describe your team members? Tony, you know, people you call the Dashers. And what kind of culture are you trying to create for them? You mentioned some of the things you were doing earlier? Yeah,

Tony Xu 29:54

well, Dashers you know, I think it starts by understanding who these folks are. So they're there. They're independent contractors on our platform. And they, the number one thing that they value is really the flexibility that we offer. So 90% of them actually work fewer than three hours a week. And so if you think about, you know, this community, it's really a great I think representation of how work is changing in America, and frankly, globally, which is, you know, work should be flexible work should happen, aware of wants to happen whenever it wants to happen. And that, obviously, challenges and some of the traditional paradigms of how we think about work. But that's really the number one thing that we think about protecting, which is this flexibility, especially as we think about going beyond serving restaurants as we think about serving different types of deliveries, and different types of activities. And so I think that's the first part, the second part is making sure that this group gets the protections that they deserve. And so, you know, I talked about some of this earlier in this conversation of where we wanted to make sure, especially during this pandemic, that you know, they have access to the same personal protective equipment that others should have access to non medical grade, you know, PPE, but the protections that they deserve, making sure that they have financial assistance, if they, unfortunately, were to be impacted by, you know, COVID, 19, and making sure that they get access to the same telemedicine and diagnostics that, you know, I think other patients do. So I think it's making sure that as we scale this group, that they get to keep the flexibility they want while getting the protections they deserve.

David Novak 31:45

Well, how do you motivate a gig worker who has three hours a week time committed to you? I mean, I tell you what I'm in I've always tried to have a highly charged workforce that's got to be that's got to be a huge, huge challenge.

Tony Xu 31:58

Yeah. Yeah. Well, the way I think about it is how do you solve for what the worker wants, and that and that's truly how I think about, you know, motivation, which is, you know, and for some workers, that means just this one task, that's how you can motivate me. For others, it means, you know, different things. And so I think just with all things, there is no one size fits all answer. There is no silver bullet, so to speak, otherwise, it wouldn't be a fun leadership, challenge and opportunity. And so I think for us, it's thinking about for each Dasher, that we have the privilege department within our platform, how do we make it worth their while, during the time that they actually on with us? And for some, that means certain things that for others, it's a very different things?

David Novak 32:55

You know, when you think about your company culture itself, what would be the top three behaviors you're really trying to drive? Yeah, I

Tony Xu 33:02

think the first is really this one around the ownership mentality, I think when you talk to people at our company, that's probably the one that folks would point to the most. And this ownership mentality means you, there is no true job description, you know, your goal is to help the company succeed. And and, sure, that means that you have a certain set of things that define maybe the role but you know, it means during this pandemic, that we're we're out helping Dashers, and we're out helping the community, it means that we're we're making menus as as a company together. And that's what it takes, regardless of what your actual job title is. I think the second is really one around a strong bias for action. You know, I think one of the things that I've come to learn about business, and certainly, I think this pandemic is a very pronounced version of this, you can't predict the future. And the best way to predict the future is to try your best to influence it by making some of the future and I think, in order to do that, you have to take action, which means you're going to make mistakes, which means that you're not going to get every shot, you know, correct. But you have to take those shots and that doing something and then learning very quickly from it is actually how you get through anything. And I would say the final one is this notion of getting 1% better every day, that regardless of you know, whatever milestone we've been able to achieve, that we're never finished that we're only as good as our next delivery. And, and it's a very humbling business, you know, and it's also one in which we get to see sometimes the best of humanity. You know, I can tell you about so many stories just during the last couple of weeks of how If there would be Dashers, who want to donate time to deliver meals, you know, from those who can donate them to children, or to the elderly, who really need them. Or, you know, I could tell you about local businesses who are opening up as a way not just to stay in business for themselves, but they're actually in a time of need, donating 1000s of meals, sometimes to health care workers that are serving the community. I mean, it's incredible, I think some of the human stories we get to see every single day. And that's what gives us also, I think, the sense of humility and inspiration, to keep learning ourselves and to always try to do better.

David Novak 35:46

That's fantastic. I love the 1% better every day, that sort of like getting a capitalized IQ rate go for you. You know, when you think about you talked about mistakes, and when you look back on your own personal leadership, everybody has an epic fail or some failure that really taught them the most, what would be yours?

Tony Xu 36:09

I think the biggest mistakes I've made have almost always been around people topics, you know, and not getting those right, frankly. Because at those times, I was still developing as a leader, you know, and I think I can think of a couple of different versions of this, you know, one version of this is, how do you actually make sure that you bring in the right leaders to your organization. You know, DoorDash is a company that, as I mentioned before, it's not a one person show, it's a company that's being built now by 2500. People and, and that's actually how you go on and do great things. And the leaders that you bring into an organization like that really matter, and because they influenced so many more people than than just when you started the company. But I think sometimes when you're hiring leaders for the first time, like when I look back, at my own hiring journey, you don't always get it right, because you don't even know what type of problem you're trying to solve. Number two, you also may not, you know, I was not looking enough at what the actual superpowers of some of the leaders we brought in were. And maybe while they were great. They weren't necessarily a fit for either the culture or the problem that we're asking them to solve. And I think whenever you match, a leader that is phenomenal in their own right to the wrong problem, you don't always get the best outcome. You know, that's one type of one category of learnings. I think the second for me, is really around, making sure that I don't confuse when what I say with what I want to get done, and to not let what I want to say get in the way of what I want to accomplish. And I think when you think about your influence, as a leader, especially as you get as your organization grows, your words carry a lot more weight and power almost exponentially, you know, versus you know, just your team or headcount growth. And so, for me, it's been about the times where I didn't live up to, you know, the best leader that I could be were when I didn't think enough about the different hats that a CEO should be wearing. And that maybe not everyone has the same context that I do, or maybe that it's a new hire. And it's and it's their first meeting with someone like me in the company. And I didn't come off, you know, in the best way. And I think that's the second category of lessons. But both of them are really around, you know, people, I think the first is making sure that how do you make sure that whoever you bring in, and the problem you're asking them to solve really fits with what makes them naturally tick. And then number two, that you always think about how you're going to show up, and and how you always want to make positive deposits in your relationship building with others before you start asking for any withdrawals anytime soon. And so I think those are probably the two biggest areas that, you know, I've thought a lot about over the past few years.

David Novak 39:39

Tony, I know one of the things that you've had the take a little criticism on a spin like the transparency of your tipping policy, what did you learn from that experience?

Tony Xu 39:50

No, I think that one of the things I've learned is about, frankly, any big challenge at DoorDash is you got to get it right for everyone. Yes, you gotta get rewrite for consumers, you got to get a right for drivers, you got to get a right for merchants. And in the example of, you know, the pay model that you bring up, you know, we were squarely thinking about how to get it right for drivers, and how to make sure that every delivery was worth doing. And that it's not just that the deliveries that had high tips would be worth doing. But also the deliveries that were low tips where we would effectively subsidize and pay more that they would be worth doing as well. While it was very positive to the driver community, it wasn't very positive to the consumers. And what I learned there was you have to get an MRI for every audience, and that there is there's really no, there's no substitute for that. And, and so that was why we decided to make that change.

David Novak 40:49

Yeah, that's great. You know, I mean, we've all we've all had those things happen. It's but it's how you recover, that really makes a difference. And I loved seeing what you're doing from just a driver perspective, particularly now what's going on with COVID-19? So hats off with what you're doing with the Dashers. I love where you're headed there. You know, when you think about competition, how does it spur you on? How do you view competition? For example, one of the things I was thinking about, you've got right now you've got all these restaurants out there, doing curbside carry out, you know that everybody's learning that process? And that technique is, is that something that you think's going to impact your business down the road? Or how do you look at that dynamic?

Tony Xu 41:31

Yeah, I guess the way I've always thought about this is, you got to start with what it is that the customer wants, and always kind of squarely keep your attention there. And then you got to think about, you know, what are the things that you're going to uniquely do that's gonna overlap well with what the customer wants, and, and the rest will take care of itself, because the rest, frankly, is out of your control. And you can only focus on what you can control. And so at least the way that I've thought about it, is to make sure that from day one, when we were doing all of the deliveries, doing all of the support, that we understood exactly what the needs of those customers were, and from there, just keep getting better in that process. And I think that different competitors will come and go, that's one of the things I've observed, frankly, about any industry, ours is there's been no exception to that. And I think it's about, you know, winning on the product. And and that only comes if you have a very deep understanding of the customer.

David Novak 42:40

I noticed now that you're you've also developed this partnership with Walmart, and you're doing grocery store deliveries as well, you know, what's your future back? Where do you see all this going? In the end? What's DoorDash, five years from now?

Tony Xu 42:54

Well, DoorDash is goal, again, is to empower local economies. And what we mean by that is, we want to make sure that the businesses on the streets, whether they're small businesses, medium sized businesses, or bigger businesses, that they all can make it. And I think the biggest economic transformation of our time right now, again, even prior to COVID-19, was how do you do business, in a world where customers aren't walking inside your stores. And so DoorDash, his goal is to serve all of these businesses, you know, restaurants or other types of stores, and make sure that they actually have a convenience arm that allows them to compete in the modern day era, and to make sure that we can do that know, through our products as well as their own so that the merchants can feel empowered to actually do a lot of the things you're talking about. But But I think that's going to take decades. You know, I don't think that is a transformation that happens overnight. And it's something that takes an understanding of a new way of doing business way of embracing I think the future and where consumers are, as well as recognizing that if merchants can actually make this jump, then they'll be able to have the opportunity to build those in store experiences, once again, that may look different from from today or from the past, where customers will want to return again to their stores. So I'm optimistic that if merchants can figure out this convenience component, which is which is here to stay and has been here for a while, that they will be able to then reinvest back into their stores. And it'll look very, very different from the past, but people will start wanting to walk inside their stores again.

David Novak 44:39

Tony, what do you mean by the last mile the last mile logistics?

Tony Xu 44:44

Well, today, there is no way to get everything inside your city brought to you in minutes, not hours, not days. And there are lots of reasons for this. And there's lots of components necessary to solve that problem. Our goal at DoorDash As to as to enable all of that to happen. And some of that will happen to us, some of that will happen to the stores themselves. But that's really what it means it means to allow the businesses inside their city to have the relationships that I think they want with the consumers that live near them,

David Novak 45:20

shifting the way back a little gear, shifting some gears here and going way back, you know, I know you, you worked at McKinsey as a, as a business analyst, you were a strategic consultant at eBay and PayPal, and you worked for RedLaser. You know, what did you learn to do? And not to do from those experiences when you thought about starting your own company, and building the company that you have? Now? I know, that's a broad question. But is there one or two things?

Tony Xu 45:46

Yeah, I think those experiences were helpful. Certainly, I think started look probably more things growing up as a kid prepared me to start a company than then than anything else. But I would say a couple things I took away from some of the experiences that you outlined. I think one is just how do you structurally solve a problem over and again, and and I think, you know, McKinsey was a really great introductory environment for me, especially when it came to looking at business problems. Because my background prior to that, it was really looking at science problems and math problems, you know, I was training to be a cancer researcher, and prior to McKinsey, and so that's a very different world. But the way in which you approach problem solving actually share I think, a lot of common philosophies and I think McKenzie was a very helpful way to almost give me a new language to understand, you know, what business really was about. And that was a, it was a great foundation, I think, you know, the other experiences that you listen, really were my first introduction of working inside of a company. And some of them were big, or companies like eBay and Pay Pal and others were smaller, like, like red laser. And I think it gave me numb the first taste of what it means to actually operate, be responsible for, you know, a number, or a small team. And, you know, some of the careers of other of others. And so, I think that was very helpful in just making sure that I had a sense of what that meant. But, again, you that's not a replacement for something that you do day in and day out for the last seven years that I've been doing. DoorDash. And so, but both of those experiences, I think they did share one commonality, which is, I've made my biggest decisions in life really around the motto of where am I going to have the most fun and the least regret. And that tends to be true, around the around great people, that the people tend to make the difference of where am I going to have the most fun and the least regret, you know, and I look at those, those different organizations that I've been privileged to get to work at. And it's really the people then, you know, made some of those lessons stick for me moreso than the circumstance

David Novak 48:10

speaking to people. What's the most important thing you look for when you want to hire somebody?

Tony Xu 48:15

Yeah, well, well, there are there are a few, I started writing down, I think some of the best behaviors of the best people I've observed. And I call them the attributes of excellence. And one of those behaviors is really the ability to operate at the lowest level of detail. And I think for a business like ours, it's very, very critical to get right. And I think, especially as leaders grow in their careers, sometimes that's a skill that they they get further and further removed from. The second is having the courage to have a strong bias for action, because that means you're going to make mistakes. You know, the third is the ability to recruit people better than yourself. The fourth for me is having strong followership. And that to me really is the definition of leadership. It's not how many direct reports you've been given to oversee, it's really how many people want to follow you. And that's why I believe there are many leaders even within DoorDash that have no direct reports. Fifth is the ability to hold two opposing views at the same time. I think that's very, very hard to do, especially, you know, as people we want our side to be right. And I think the final thing is ending as a hallmark of our culture, which is this 1% better every day mentality, this growth mindset to never settle. To always look for the next milestone.

David Novak 49:41

You talk about courage. I read where you You made this bold move and you acquired Scotty Labs, which is a self driving car company, as I understand it, how do you muster up the courage to do this? And it's obviously a long term move. I would think Okay, you know, what do you see as the future benefit of that?

Tony Xu 50:03

Well, there are different horizons into investments. And that I think about, you know, that's true for people investments, that's true for, you know, acquisitions as you talk about true for product decisions, marketing decisions, etc. And, and, you know, one of the things that I think as a leader, you have to make sure you get right is that you can't miss the future. And the hard part about missing the future is you don't exactly know when it's going to come. You know, some believe that it's already here, it's just not evenly distributed. Others believe it's never coming. And and I think, you know, the pundits always sound really smart. But but when you're, when you're in the hot seat, so to speak, you have to, you have to take the point of view. And and from, you know, where I sit, there's no doubt in my mind that we would live in a safer world and a higher quality world, if autonomous technologies, were here to help us. And to me, it's really about, you know, how do you get that marriage right, of when I look at something that we do, and and I think autonomous technologies can help in a lot of applications. But when I look at what we do, how do you make sure that they can help solve some of the problems and that they cause delays or waste in our system that that humans don't want to do that Dashers don't want to do? So then humans and nationals can do more higher value or more desirable things? And how do you get that equation, right? But you got to start somewhere. And to me, that typically starts with betting on the right team, and making sure that, you know, we could bring on a group that is dedicated, and committed to a cause that they know is multi years, perhaps multi decade. And it's not something that's going to get solved tomorrow or overnight, or even in a year. And so that's typically how I think about the longer term things. Oh, that's great.

David Novak 52:04

You know, Tony, this has been so much fun, and, and I want to have a little more fun. I've just started doing this with my son my conversations, but I want to do a quick lightning round, okay, of questions and get to know you a little better here. Okay. What would be the three words that best describe you?

Tony Xu 52:23

Fast? high bar?

David Novak 52:29

What's your biggest pet peeve?

Tony Xu 52:33

My biggest pet peeve. People who don't hold themselves accountable?

David Novak 52:39

I thought you're gonna say they're not fast, and they don't have a high bar. If you could trade places with someone for a day, who would it be? And why?

Tony Xu 52:47

Hmm, I think I would probably trade. I actually don't know who the most recent astronaut class is. But I probably would think about trading places with someone who either is currently in space or is about to make their you know, journey into space. I think as a kid growing up in the Midwest, the son to a person who literally studied rocket science, I've always been fascinated by, you know, what's what's on the horizon? Literally. And, and I think seeing the world from a completely different perspective.

David Novak 53:24

What's a random fact I don't even at that few people would know.

Tony Xu 53:28

I don't think most people know that I came up with my name. So when I was five, and I moved to the US, no one can pronounce my Chinese name shushing. And as a result of that, and getting, I think, a bit frustrated by that fact. When I was five, I walked with my dad to the immigration office and legally changed my name to Tony. And that happened because I used to watch a lot of TV as a way to learn English, and I watch a lot of who's the boss starring Tony Danza?

David Novak 54:00

That's great. Do you have any hidden talents?

Tony Xu 54:05

I don't think so. I think my wife made say one of my hidden talents is how fast I write emails. But I hope that's

David Novak 54:15

your fast, there's no question about that. What three bits of advice Dhoni would you give to aspiring leaders?

Tony Xu 54:22

I think the first is, you have to know yourself before you want to lead others and that while it's easy to try to learn from others and be inspired by others, first and foremost, if you don't know your own strengths, and therefore the vulnerabilities of sometimes overplaying to that strength, it's going to be very difficult to lead in a very authentic way. And at some point, you may not find that enjoyable. So I think number one is being proud of the person in the mirror. All the good, all the bad and everything in between. You know, I think the second thing about leadership I would say is Leadership is about followership. It's not about how many people reporting to you, or so that means you can lead at all levels, whether you are an intern that joins for the summer, or whether you run a big organization yourself. And I think it's in the behaviors that you exhibits that ultimately drive those of want to follow you not necessarily, you know, where you sit in an organizational chart, the final thing I would say about leadership is you have to know the business. That's true for anything you do. And when I say no to business, that could be true in a for profit context, and a nonprofit context and the science context, etc. But I do think that leaders over time, not necessarily every single time but over time, are judged by whether or not they are right. And almost by the magnitude of how right they they get. And I think that the only way to keep yourself honest, I think, to keep yourself also humble, is to stay very close to the problems and to really be able to operate at the lowest level of detail.

David Novak 56:18

Tony, I really want to thank you for opening up your home to be with this zoom call that we have going on right here. And you know, in the background, I've heard your child every now and then I don't know if our listeners will pick this up. But you know, it's having a little fun make it's boys back there, which is really a beautiful, beautiful sound. But you know, how do you how do you balance you know, running this, you know, multibillion dollar company with with the, with your, the wife, you obviously love in the family that you have.

Tony Xu 56:48

There's no easy answer. But But I think for me, it's about finding routines and and making sure that I stick to those routines. And so it means having breakfast with my daughter, you know, even actually, even before this podcast, making sure that I would make breakfast for my daughter and have breakfast with her. And means making sure that there's date night with my wife every Friday, regardless of the circumstance, making sure that I go on, I used to be an avid runner, I jog occasionally now, but it's making sure that I still do that, you know, for myself. But whatever those routines are there, again, there is no easy way to integrate work and, and life and back in. But but you got to stick to those routines and be confident that both for yourself and those around you to stay true to your commitments.

David Novak 57:40

One of the reasons why I love conversations like this is I get inspired, that I get inspired by great leaders. And I get inspired by people who just keep wanting to get better and better and have that learning mentality that you have. And I want to thank you so much for taking the time to spend this time with us. Thank you very much. Thanks, David.

Tony Xu 57:58

It was great chatting with you.

David Novak 58:09

Well, can you imagine day one on your job, and you're learning a database language. It's the perfect example of how Tony really embraces the nitty gritty stuff of his business. He knows those tiny little details, and he knows that they're the secret to solving big problems. Some leaders hate to get into the weeds. Tony's the exact opposite. He learns by doing. Tony and his team break down problems into smaller pieces, like knowing the 20 exact steps that go into every delivery. And Tony has done every single step himself. I just love that curiosity and tenacity to really get clear on the problem. So I gotta ask you, does your business have a persistent problem? I think we've all been up against the problem. We can't crack no matter how many times we try. Sometimes problems persist. Because we haven't really gotten clear on the problem itself. We may be lacking some information about what it is that we can only find if we get into the details. All right. It's time for me to give you a little coaching this week as part of your weekly personal development plan. Get curious about a problem. Talk to the team members who really deal with it. dig into the data, get on the phone with the customer who's experienced it, try to break it down into smaller details like Tony, whatever the equivalent of Slean have us out of a hunt is for you. Get out there and do it. When you get curious and tenacious about the details your team will do. And it's going to feel so great when you finally find that breakthrough solution together. So do you want to know how leaders lead what we learned today? As the great leaders break down problems into detailed pieces, thanks again for tuning in to another episode of how leaders lead where every Thursday you get to listen in. While I interview some of the very best leaders in the world, I make it a point to give you something simple on each episode that you can apply to your business so that you will become the best leader you can be

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