"If you wake up every morning and something annoys you, your two choices are to fix it or to recognize that you've chosen to prioritize fixing something else, and so you've got to stop complaining about it. I really like having that amount of agency over your work on a day-to-day basis. It's how I continue to sustain motivation. From a leadership perspective, it's really about trying to transmit that message to as many people as possible in the organization."
"Our approach there is kind of like Apple's. They're never really the first adopter of a new technology, but what they do create is the most customer-focused, easy-to-use manifestation. That's very much part and parcel of how we think about bringing innovation to a mortgage customer base. How we think about innovation is, how can we solve a customer problem 10x more effectively because of secular tailwinds of technology getting better all the time?"
Founding a company early develops a mindset of agency: address daily annoyances by fixing them or accept that other priorities take precedence. Leaders should transmit that agency across the organization and encourage employees to question processes, experiment, and eliminate sacred cows. Slow industry pace demands focused, practical innovation rather than chasing novelty. Adopt an Apple-like approach: avoid being first adopter and instead deliver customer-focused, easy-to-use solutions. Design innovations to solve customer problems tenfold, account for compliance and change-management requirements, and prioritize tools that can be deployed and sustained in production, not only prototypes.
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