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Your golden ticket to business success: customer relationships

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Your golden ticket to business success: customer relationships

As an early-stage founder, it’s all about your customers. Want to create a unique product? Looking to catalyze your startup? Ready to soar above the competition? Strong customer relationships are your golden ticket to business success.

Think customer values, needs, and wants. Is your product or service truly hitting the mark? There’s no one better to ask than your customers. Establishing relationships with users is a key competitive advantage — from real-time suggestions and feedback to brand advocacy and word-of-mouth marketing.

But it doesn’t stop there; the benefit goes both ways. Organizations working with early-stage startups get access to innovative products and services catered to their specific needs. Agile startups move fast, and recommendations are met swiftly.

It’s a win-win! 

We sat down with Leonard Ivey, Co-Founder of Softdrive (DMZ Incubator ‘23) and Michael Robinson, Chief Technology Officer at The Plus Group, to discover how they harness the power of relationships to drive business innovation and success.


Leonard, what inspired you to found Softdrive?


My professional career started in the architectural engineering construction industry (AEC). I held various roles at several companies within the AEC industry. 

There was a common theme at all of these organizations: the computer experience I had or the computer solutions I was given were not adequate for me to be productive in my day. Unfortunately, anytime I asked for a computer upgrade, IT responded with, ‘We don’t have the budget’ or ‘We’re stuck within a three-year provisioning cycle,’ leaving me unproductive and frustrated. This wasn’t IT’s fault, it was just the reality.

Alan Daniels [Softdrive’s Co-Founder] and I chatted about computer issues at our jobs and how we could improve the experience. We brainstormed and looked at the incumbents in the space but couldn’t find an adequate solution for the experience or price, so we built Softdrive in 2019.


Michael, what intrigued you about working with an early-stage startup? 


At The Plus Group, we enable staff to work from anywhere. A couple of years ago, we were looking into VDI [Virtual Desktop Infrastructure] software, previously called Remote Desktop. Over the years, I would test different VDIs, but I never found a solution where I could feel the difference. 

A year into the pandemic, Leonard approached us. We tested their software, and although it was very new, it was fast. 

They proposed a partnership where we would test their software and give feedback. Of course, there were kinks, but Softdrive always keeps improving. We’ve rolled out Softdrive to two architects, and now we’ve begun rolling it out to other companies in our portfolio. They love it.


Leonard, what are the benefits of working so closely with a customer? 


Our relationship has evolved to where The Plus Group directly influences and advises our roadmap. Michael is easy to chat with and the nicest individual, but he’s pretty no-bulls**t. Having a CTO as a resource that we can tap into who’s also your customer is awesome. It’s the best of both worlds. It’s very much a partnership.


Michael, how does working with tech startups drive innovation in your organization?


The Plus Group is one of the big three in architecture for residential design. We’re a forward-thinking company constantly pushing the boundaries of where we can take technology. When the COVID-19 pandemic hit, we transitioned everyone to virtual seamlessly within 12 hours. You should always try new things and position yourself to take on anything.

We had a problem with an architect who couldn’t open a large file. With Softdrive, we took the load time from 12 minutes to just 30 seconds. He told me it saved him time from working on the weekend. The savings are significant.

Being able to log in anywhere, do anything, and pick up right where you left off without having a physical computer is the future.

“At the beginning of your entrepreneurial journey,
your customers are everything.”
– Leonard Ivey, Co-Founder, Softdrive

Leonard, how do you grow and foster your customer relationships? 


At the beginning of your entrepreneurial journey, your customers are everything. You have to learn from them and treat them as if they are royalty. Some things may give you pause and think, is this better for the organization, or is this just a customized feature that will only help them?

Besides that brief pause, you must listen and work with your customers. Otherwise, your organization will end up like any other enterprise product. 

Try to touch base with your customers frequently without annoying them. Have as many open channels of communication as possible — phone, text or slack channels — and always be sure to get back to them immediately. They are the lifeblood of your organization, treat them as such and give them the best possible experience.

Softdrive is a cloud pc software redefining the personal computer. They leverage the power of cloud computing and fast internet speed to stream a computer to any device. Check it out >

The Plus Group combines digital marketing with architectural design and real estate software to revolutionize the real estate industry. Learn more > 


Looking to access customers, capital and community?
 Discover how the DMZ can help you to uncover your golden ticket to business success.

The DMZ’s top ten tech Twitter accounts to follow

The DMZ has created a curated list of people and organizations to keep tabs on, whether you’re looking for bite-sized updates or advice on which market to break into next. After all, success is often about who you know – or in this case, who you follow.

1. Tech Crunch | @TechCrunch

You’ve probably heard of it before, and for good reason. Tech Crunch is one of the leading platforms for technology-related updates catered to founders and startups. Here you can find real-time breaking news and insightful analysis from the best in Silicon Valley and around the world.

Disney strikes a big adtech deal with The Trade Desk as Disney+ expands into ads https://t.co/VmkYeLdqnM by @laurenforristal

— TechCrunch (@TechCrunch) July 12, 2022

2. BetaKit | @BetaKit

The only independent tech innovation publication in Canada, BetaKit aims to report on the people involved in building the next generation of Canadian tech companies. Through their account, you can be the first to read new stories and get job opportunities delivered right to your Twitter feed, or email inbox if you’re subscribed to their weekly newsletter.

Small and medium-sized businesses may not have deep pockets but they might be surprised to know that a few basic tools and protocols can successfully mitigate 99 percent of cyber attacks. https://t.co/NhCylQRqFE

— BetaKit (@BetaKit) July 11, 2022

3. Emily Chang | @emilychangtv

Emily Chang is a prominent face in tech journalism. As the anchor and executive producer of Bloomberg Technology, you can find some of the biggest news stories in the tech world on her account, along with snippets of interviews she holds with leading executives, entrepreneurs and investors.

If you watch one thing about the Google/AI/feelings debate, watch this 10 mins with @mmitchell_ai re: Blake Lemoine aka @cajundiscordian

Full convo: https://t.co/wMArRzf16O https://t.co/D8PMsnBT5t

— Emily Chang (@emilychangtv) June 18, 2022

4. Business Insider Tech | @BITech

Popular news outlet Insider has a specific account dedicated just to their articles related to tech. Their slogan “What you wanna know” speaks for itself – with updates on major events and relevant and unique industry trends and analyses that you probably won’t find on other tech media giants.

Bill Gates’ VC fund and Intidex just led a $30 million round into Circ, a startup that slashes emissions from fast fashion. Check out the 11-slide pitch deck it used to raise the funds. https://t.co/ZAPEA8x34P

— Business Insider Tech (@BITech) July 12, 2022

5. The Next Web | @thenextweb

Based in Amsterdam, The Next Web is a tech Twitter staple that has been updating its followers on a variety of sub-sectors within the industry, with news from North America, the EU and so much more. Their occasional job postings and TECH TIP OF THE DAY guarantee that you can use their resources and put them to use.

It’s the ultimate fight between hackers and mathematicians, and the future is at stake https://t.co/SP4BqnbPMD

— TNW (@thenextweb) July 12, 2022

6. Anil Dash | @anildash

Anil Dash is the founder of Glitch, a coder community platform that promotes co-collaboration. Outside his day job, however, is when he adds the top tech stories – and sometimes pop culture – from various outlets to your timeline. You can expect some light-hearted personal anecdotes and interactions with others in the community.

The fundamental flaw of most social platforms is a tech mindset that thinks the hard part is managing content, when the hard part is actually managing discontent.

— Anil (@anildash) July 15, 2022

7. WIRED | @WIRED

Tech veteran WIRED is many people’s go-to for up-and-coming technologies affecting any sector, whether it be culture, politics, or the economy. Get immediate delivery of their newest articles to your feed and read up on your daily commutes or breaks. Chances are someone else in the room is doing the same.

Daylight provides debit cards with your chosen name, no matter what your ID says. (From 2021) https://t.co/bU6xuBQ7J8

— WIRED (@WIRED) July 12, 2022

8. The Verge | @verge

The Verge is a multimedia platform that treats technology as the centrepiece of culture as they report on technologies changing future life in media, transportation, and science. Add The Verge to your daily news check-ups and get interesting updates that you can be the first to know about among friends and co-workers.

What if we could look into the future and see how technology will change everything — from raising pets and houseplants to how we dress, eat, date, and even how we die. Our new docuseries The Future Of is premiering on @Netflix on June 21st pic.twitter.com/h3cAgqo7Tp

— The Verge (@verge) June 13, 2022

9. Arati Sharma | @aratisharma

If you’re looking for first-hand opinions and anecdotes from someone who knows what they’re talking about, give Arati Sharma – ex-Shopify executive’s – account a quick follow. Not only are you signing up for updates from a professional and a founder (Backbone Angels), but you also get some engaging and thought-provoking tweets about BIPOC and women-founded businesses.

“More than half of South Asian women in Canada are planning to leave their jobs, study reveals”… well that’s an alarming stat. https://t.co/TVpdeYTYOp

— Arati Sharma (@aratisharma) April 20, 2022

10. The DMZ | @TheDMZ

Forgive the shameless plug, but our own DMZ Twitter account can help you stay connected to a community of entrepreneurs and stay up to date with new events, programs and news on Toronto’s and the rest of the world’s startup ecosystems. This is where you can start implementing your ideas and connect with experts.

.@FredVanVleet is helping us spread the word that Blueprint: Backing BIPOC Businesses is back! Powered by @theDMZ, the mentorship & grant program designed to support the advancement of BIPOC businesses. Applications close on July 26, 2022. Eligibility criteria & terms apply.

— Amex Canada (@AmexCanada) June 14, 2022

Looking to turn your newfound knowledge into action? Check out our programming and take your first steps to success.

Lemons to lemonade: Turning a setback into a comeback

Turning life’s lemons into lemonade is obviously easier said than done, but it’s impossible to cash in on business milestones without laying down the right foundation.

We asked our founders to share their recipes for taking the sour setbacks thrown at them and how they bounced back to create sweet, tangy successes.

Make sure to keep your ingredients handy and follow along with our tried and true recipe!

  • A bowlful of lemons
  • A juicer
  • Ice
  • Sugar, zest instead of spice, and everything nice
  • Glasses, straws, mini umbrellas

Lemons to lemonade blog - Step 1: Gather your lemons

What setbacks have you faced as a founder? How did you overcome them?

“Too many setbacks to count but I think the biggest ones have always been knowing when we’re ready to move to the next level (hire a development team, work with a larger client, release a product, etc) and missing out on the opportunity to do so.” – Evan Sitler-Bates, XpertVR

“The business nearly went bankrupt and I lost half of my team during the pandemic. It felt very lonely and I’d say I was missing opportunities because of that. However, daring to dream despite everything allowed me to connect with friends, family and even customers. My hope ignited theirs. I may be sad and feel defeated but I’ll never lose hope.” – Hudhaifah Zahid, econommi

“[During the pandemic] we used our newfound time for something that often falls to the wayside when a business starts gaining traction. Something vital to product-market fit for any startup: customer conversations.

We picked up the phone and we dialled our customers. 100 to be exact. We took our time during our conversations, speaking to our customers for up to 90 minutes each and asked them to walk us through their unique parenthood journey. We listened intently to understand the challenges they faced. 80% of the customers we spoke to opened up about their mental health in some way, shape or form. A topic that is traditionally “taboo” was bubbling to the surface — we took note. If we hadn’t conducted these calls, we never would have founded Alli Therapy.” – Sarah Rennick, Alli Therapy

Lemons to lemonade blog - Step 2: Juice 'em, add sugar and ice.

What did you learn in your journey of transforming lemons into lemonade?

“What I’ve learned is that the universe offers unlimited opportunities to those who are putting in the work. So if you miss one opportunity, be patient and the next one will swing around soon enough. And by the time it does, you’ll be even more prepared and have more to tackle it than before!” – Evan Sitler-Bates, XpertVR

“Cash is king, people are forgetful, and always have a backup plan.” – Hudhaifah Zahid, econommi

Lemons to lemonade blog - Step 3: Stir and serve

What advice would you give to an early-stage entrepreneur who’s trying to overcome an obstacle?

“Patience. You always have to keep up with the work but when things aren’t going your way or aren’t moving as fast as you’d like, remember that greatness takes time.” – Evan Sitler-Bates, XpertVR

“The obstacle is the way. What is meant to happen, will happen – it’s a matter of perspective and intention. Leave yourself room and time to grieve, then carry on! Therapy does wonders for connecting and driving people through hardship.” – Hudhaifah Zahid, econommi

“Learn to embrace the pain that comes before success and that there is no one solution to any obstacle. Look around, there is always a way out. Network and seek advice, there are people who have faced similar issues in the past.

The harder the obstacle, the sweeter the lemonade.” – Abiodun Adekunle, SleekScore Inc.

Ready to quench your entrepreneurial thirst? Check out the DMZ’s startup programs here.

Startups, here’s how you can prepare to combat an economic downturn

With record-high inflation, wars overseas and rising interest rates, experts are telling Canadians to brace for an economic downturn and warning signs are starting to trickle to the startup and innovation economy, which can affect in a multitude of ways.

Over the last year, Canada’s tech ecosystem showed explosive growth – in fact – a recent BDC VC report showed that Canada had a record year for venture capital, breaking records by almost every metric.

While some in the startup ecosystem are sounding their warning bells, like Silicon Valley-based Y-Combinator, the industry is still positioned to continue its growth. Is it always going to be clear sailing? No. But what we’re seeing is not a halt to our momentum but rather a course correction.

It’s second nature for startups to pivot and change their mindsets to focus on the opportunities at hand. Just look at Uber, Pinterest and Whatsapp, all household names that came out of the 2008-2009 recession!

We’re here to make sure that founders stay resilient, agile and are prepared to bear the punches that may come their way.

iPad screen with stock market metrics - Economic downturn blog

So what can you do to start planning ahead and super-proof your business? We’re glad you asked.

1. Leverage liquidity.

Finding the right liquidity balance for your business can not only help you gain insight into if you have enough cash to pay off your short-term liabilities. but also allows you to set yourself up for strategic growth. Having enough cash on hand is important to meet financial obligations, but holding onto too much cash might leave important investment and growth opportunities on the table. Finding the right balance will ensure long-term stability and provides a good first impression when looking to secure a loan or other funding.

2. Budgeting, budgeting, budgeting.

This goes without saying, but take a moment to sit down and understand exactly where your money is going and where your main sources of revenue are coming from. Getting a thorough understanding of finances will help make tough decisions – if need be – quickly and effectively.

3. Lock in longer commitments.

Focusing on closing longer commitments such as subscriptions or multi-year agreements with customer, partnerships and client can ensure financial security in uncertain circumstances. Recession or not, this is a great tip for any startup that is looking to extend its runway and demonstrate loyalty to customers and partners.

4. Cut costs.

It’s only natural to turn to cost-cutting measures but it’s important to remember one thing – cutting costs does not mean you need to let go of talent. Cutting costs means reevaluating your spending to axe unnecessary costs. Create plans for different levels of financial scarcity to work for different scenarios the ecosystem throws at you.

5. Back-up business plans are your best bet.

This is similar to the last point, but apply it to your entire business plan. Your best bet in preparing for the unknown is to create multiple overarching plans that fit a range of realistic possibilities. These plans should include securing funding as planned, securing a smaller amount and not being able to secure funding at all. Look at other forms of funding as alternatives, whether it be grants, crowdfunding, bank loans or support from family and friends.

Workers having a meeting - Economic downturn blog

Want to learn more about how you can solidify your contingency plans? Apply to a DMZ program here.

Startup legal 101: 8 common mistakes you might be making

This is a DMZ guest blog by Konata Lake and Edward Fan of Torys LLP

Portrait of Edward Fan in Business wear featuring a grey blazer, a checkered red tie, and a white button-up.
Edward Fan
Portrait of Konata lake in business wear with blue tie, black blazer, white button-up and glasses
Konata Lake

 

As startup lawyers, we work with founders across all stages of growth — from incorporation, to raising the first funding round, to IPO’ing or being acquired. We provide strategic and legal advice to startups as they grow, giving market perspectives and connecting clients with the broader ecosystem, including VCs and other advisors. 

Unsurprisingly, there are many legal issues that arise as your company scales. While it is your legal counsel’s job to help you navigate those obstacles, it is important to understand what may lie ahead. It is much cheaper and more time efficient to get things right at the outset rather than fixing expensive mistakes down the road.

Let’s walk through some of the most common legal issues that startups face, and how you can avoid them.

#1 – You don’t have the correct legal structure in place


A common question early-stage founders have is whether incorporating their company is worth the money—especially when they are bootstrapping, or in cases when funding is low. The general answer to this question is: yes, it is important to incorporate your startup as soon as possible.

When you incorporate your company, it will help ensure that all the work done is held in and owned by the corporation (reducing potential diligence issues later during funding rounds), and that the liability and risks of operating the business are with the corporation and not with you personally as founders. 

For example, if you are hiring an employee or contractor, you will need to make sure that the IP they create rests with the company and that a formal agreement between the corporation and the employee accomplishes this. To enter into this kind of agreement, you need a corporation. 

Another reason you should incorporate your startup early on is to better attract investment. VCs will expect your company to be incorporated on market standard terms, so being properly set up makes you much more appealing to investors.

When deciding the best legal structure, it is important to determine where you want to operate and whether you have any plans for expansion, as this will determine if you should be federally or provincially incorporated.


person signing contract

#2 – Your startup doesn’t own all its intellectual property (IP)


Not clearly showing that your company owns its IP can be a deal breaker for investors. A significant portion of your startup’s value comes from your IP, and so you should make sure you are the proper owner. This means that your company—not you, your co-founder, advisor or employees—should own all the intellectual property that it is developing, and this ownership should be fully documented. 

Everyone who works for, advises or consults with your startup should sign an appropriate confidentiality and IP assignment agreement. As a founder, you are not exempt from this requirement: you will need to assign all IP, including any pre-incorporation IP, to the company. 

If you started working on your company as a side gig while being employed elsewhere, it is important to ensure that your previous employer doesn’t have any claim over the IP you developed during that time. 

Another mistake is not employing the correct IP protection strategy for the kind of tech you are building. For example, if you have a SaaS business, you are likely hyper-focused on protecting your source code, so you may keep parts of the code a trade secret. This differs significantly from what a D2C eCommerce business selling products through Shopify might consider, which would typically focus more on trademark protection of their brand and products.

#3 – You’re not documenting your equity distribution


One of the most common mistakes for founders, especially in the early days, is to promise equity t
o individuals or companies who are helping the company without properly documenting and tracking it. This can result in a misunderstanding of the company’s ownership should a liquidity event take place. 

To avoid this, it is important to track the distribution of equity. Common documents used for this are employment agreements, board resolutions, and option grant agreements. Equity granted to employees, advisors and consultants is often subject to vesting. Vesting means that equity will be granted/released to stakeholders on a pre-determined schedule, rather than in a lump sum. If an employee leaves before their equity is fully vested, they forfeit any unvested equity back to the company.
signing a contract

#4 – You’re not properly mapping out founder shares 


Founder shares
need to be clearly documented. Don’t assume a 50/50 split or that a verbal agreement is enough. Unfortunately, disagreements among co-founders happen, including issues over ownership which can result in legal action. It is also important that vesting schedules are clearly documented and tracked, and that the recipients of the equity understand what the vesting requirements are. The standard vesting schedule for founder shares is four years with a one-year cliff. This means no shares vest for the first full year, 25% vest immediately following the one-year “cliff” period, and the remainder vest monthly or quarterly in equal installments until all the fourth anniversary of the vesting start date. 

Documents that are often used to show issuance of founder shares include a board resolution authorizing issuance of shares, a share purchase agreement or payment for shares.

You should also keep in mind that any options issued to employees should be properly approved by your board of directors and issued under a formal option plan. All options should be broken down and documented in employment agreements and option grant agreements. The standard vesting schedule for employee options is the same as that for founder shares.

#5 – You’re not complying with securities law


Every bit of equity in your startup needs to be issued in accordance with a valid securities law exemption. This means that, depending on the relevant exemption, you may need to prepare and file certain reports with the securities commission or pay related fees. 

Most startups rely on the “friends and family”, accredited investor or private issuer exemptions; however, it is important to have a solid understanding of what these exemptions entail.

 

#6 – You don’t consider how your first financing round can impact future rounds


You need to not only consider the legal and economic implications of your first financing round but also how the structure of that inaugural round can impact your ability to close future financings.

You should be focused on what rights are being granted to investors in these early-stage rounds, as mistakes can haunt a company going forward. For example, if you agree to a liquidation preference that is greater than 1x, or if you grant a preferred share class seniority over other preferred share classes, that is likely to be replicated in future rounds. Counsel with VC experience will help you avoid these pitfalls.

woman working in office#7 – You’re complicating your cap table with multiple valuation caps


Adding a valuation cap is a common way to structure convertible securities (convertible notes and SAFEs). Under this structure, investors cannot get less ownership than what’s calculated by taking their investment amount and dividing it by the valuation cap. However, having multiple valuation caps complicates your cap table. 

That is because of a combination of unfair economic treatment of investors and the nuances of corporate law. Your counsel should advise you on how to avoid this issue, or how to resolve it if it’s already happened.

# 8 – You’re not fully complying with employment laws


One of the most common diligence issues we come across is the misclassification of contractors as employees. The contractor versus employee distinction is based on several factors, including the nature of the working relationship, the level of control the contractor/employee has, and ownership of tools and equipment. 

Misclassifying contractors as employees will make you liable to the Canada Revenue Agency for failing to make the proper source deductions. In addition, you may become subject to claims from misclassified employees. 

 

Are you a startup founder with legal questions for Torys? Reach out to get your questions answered. 

 

This article appears on Torys’ Startup Legal Playbook: a guide to issues founders face as they grow their company, from ideation to exit. For more actionable insights on operating your startup, raising capital, building a team and going cross-border click here.

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