[davidw]

> I have never once seen a startup lured down a blind alley by trying too hard to make their initial users happy.

Aren't lots of service companies killed this way? Bending over backward for some client? Maybe they are small companies rather than startups...

Guess I'm being picky though: pg's point is an excellent one.

[arigoi]

I interpret "bending over backwards" as compromising the business model, which does have the potential to kill the business. However, I believe pg is alluding to good customer service.