As a founder, your most precious resource is time. This is true whether you just raised a huge seed round and have enough runway for the next year, or if you’re starting to worry about how you’ll make payroll next week.
Without knowing how that process currently works, chances are high that whatever you build will suck. Not because it’s a process that doesn’t need some updating, but because you have idea of how it works or what success looks like.
What happens when, one day, you wake up and realize the cost of continuing to support those customers is more than they are truly worth? What if the things they’re asking for aren’t helping your larger market, or aren’t lining up with where your product is heading?
The more you’re talking about or thinking about doing something, the less you’re actually doing anything. Sure, there’s a time and a place for thinking and talking, but at the end of the day, the only way to get work done is by doing.
That, more than anything else, is what will eventually kill their company. Not a lack of funding, not bad product-market fit, but a lack of motivation to try something else and find another way to solve that problem when their first solution doesn’t work out.
If we treated every event like it was a brand new experience, we would quickly become overwhelmed under the weight of it all. So we pattern match. And we filter. And we do the same things over and over again without thinking about them.