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My 2015

Category : Personal Thoughts
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Ever since I started writing here, I’ve done a year end post summarizing what I’ve done in the past year. These posts are mostly for me, so that I can look back and remember what I did, what I was thinking and what was important to me each year. Previous versions (2000s, 2009, 2010, 2011, 2012, 2013, 2014). Here’s what I did in 2015.

I rang in 2015 on a cold night in Wisconsin with friends and family, then went back to Chile to get back to summer. In 2015 I was in Chile for about 9 months, the least I’ve spent in Chile since 2011. It was an eventful year that took me to nine countries for work and fun. Looking back, I think 2015 can be distilled down to two main themes. Focus + Growth, and Reconnecting.

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Elite Chilean Ambition

Category : Chile
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One of the biggest things I’ve noticed working and living in Chile over the past five years is that most Chilean elites have a very different attitude toward business than US business people do.

In the US, most business people, even those with vast fortunes, are extremely driven. Whether they’re driven to make more money, for more recognition, for more power, to make the world a better place, or for their own entertainment, most US business people are always looking for the next challenge. They want to expand, to try new things, to make more money.

If they own the 5th biggest mortgage business in the US, they’re likely working their ass off and are very motivated to try to grow to #4. If they own the second biggest Honda dealership in the greater Milwaukee area, they’re doing everything they can to get to #1. And they’re busting their butt every day because they know all of the people with smaller businesses are gunning for their spot. And so are new entrants into the market. In short, US business people are extremely ambitious because they both fear competition and want to grow to make more money, leave a legacy or just because they enjoy it.

In the US, we celebrate rags to riches stories. (more…)

Why is Chilean Customer Service so Bad?

Category : Chile
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Over the past two weeks, I’ve eaten at three restaurants in Santiago that had incredible customer service. I was so surprised by good service that I had to compliment the waiter at each restaurant and got to talking with each one. What did they have in common?

One was Uruguayan, one was Peruvian and the other was Venezuelan. The Uruguayan waiter told me that he makes about 80% more than his Chilean coworkers because he’s nice to people and tries to go the extra mile. The Peruvian waitress was so nice, warm and got everything right and said that she counldnt undestand why service was so much worse in Chile than in her home country. The Venezuelan waiter was incredibly attentive and got everything right. His Chilean partner gave zero fucks, forgot parts of the order, disappeared for long periods of time and added two extra items to the bill.

Chilean customer service is the worst I’ve experienced in all my travels. I’ve been all over South America, North America, Europe and parts of Africa and the Middle East and Chile (more…)

Case Study: Ecommerce Opportunities in Chile and Latin America

Category : Latin America Startups and Investing, Top
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Una versión de este post fue traducido a español por @Joseia (muchas gracias!) y apareció en Pousta con el nombre Conversamos sobre cómo montar tienda online con alguien que aprendió DEMASIADO al respecto.

In late 2012, I met up with two ex startup chile friends over beers. Like most beery conversations between entrepreneurs, the conversation devolved into new business ideas. All three of us had seen ecommerce’s steady growth in Chile and were certain that it would continue to grow toward levels seen in other developed markets. After a few more beers, one of us said, “why don’t we just start a small ecommerce business, it’s the best way to learn about the market and see where the real opportunities are.” (more…)