TENSION 9 - FRONT DOOR VS BACK DOOR

We want to reach new people, but we don’t want to be a revolving door. In order to grow we have to reach and keep.

The danger of overemphasizing the front door is that you quickly become obsessed with numbers and don't put in the work to make the actual experience excellent. The win becomes simply getting people there. And you’ll leave a long trail of lost opportunities in your wake.

The danger of overemphasizing the back door is that you will be constantly bending over backwards trying to keep people. And some should not be kept. This leads to catering to preference and people-pleasing, which is a great way to burn out a staff and stymie growth.

Both must be held in tension and with strategy.

Polarize on Purpose