Sarah shares how Bobbie created a strong community even before launching their product. She recounts the extraordinary lengths Bobbie went to support customers, including Uber-ing cans of formula to their subscribers, demonstrating their unwavering commitment to customer care. Sarah also discusses the tough, unconventional decision to pause new sign-ups during the national formula shortage to prioritize existing subscribers—an unheard-of move that showcased their brand’s integrity.
From setting early company values to testifying before Congress, Sarah’s journey is packed with practical insights and powerful lessons on community, resilience, and staying true to your mission. This episode is a must-listen for any founder looking to build a company with heart and purpose.
In this episode, you’ll learn about:
- The value of building a community before you have a product
- The importance of doing things that don’t scale to meet customer needs
- How actions during a crisis can define your brand and build customer loyalty
- The significance of setting company values early and sticking to them
- Insights into navigating the challenges of scaling a mission-driven company
- The impact of advocacy work and engaging with public policy
(0:00) Intro
(01:31) Sarah’s background and experience at Airbnb
(04:14) Joining Airbnb post Series B during the time of rapid growth
(05:54) Lessons from Airbnb's focus on company culture and values
(09:30) Sarah’s transition from Airbnb to Bobbie
(16:42) How Bobbie built a community before having a product
(24:14) Uber-ing cans to subscribers
(28:40) Pausing signups during the national formula shortage
(36:54) Bobbie’s advocacy work and Sarah’s experience testifying before Congress
(39:38) Open sourcing Bobbie’s paid leave policy
(44:17) Advice for founders looking to build a mission-driven company
Referenced:
https://www.hibobbie.com/
https://www.instagram.com/bobbie/
www.openphone.com
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