What Customers Ask For vs. What They Actually Want

 SimpliSafe was built for renters. Renters didn't buy it. Homeowners did. Jason has told that story for years, because it's a perfect lesson in how founders get their customer wrong. But he never asked the obvious follow-up: once you finally find the right customer, then what? Now, 20 years in, SimpliSafe founder Chad Laurans and CEO Hilary Schneider reveal what comes after product-market fit, and why customers asking for "more cameras" didn't actually want more cameras.

This episode of Problem Solvers is presented by AT&T Business. To learn more about how the right connectivity can help support your business as it grows, visit att.com/smallbusiness.

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0:00 The "faster horses" myth

0:29 Welcome to Problem Solvers

0:46 The SimpliSafe origin story: renters vs. homeowners

2:21 What happens after product-market fit?

2:55 Meet the guests

3:47 What product-market fit actually feels like

5:11 Should you build everything customers ask for?

6:11 Why you have to keep asking "why"