YouSaid · the spoken record

Nancy Lublin

lines on the record: 30
first: 2017-06-14
most recent: 2017-06-14
sittings or episodes: 1
sources: podcast

Every line below is reproduced as it was said and linked to the record it came from. Nothing here is summarised or generated. Directory · Search · Corrections

“Yeah, that's over 3,000. And they take a lot of time and caring and love, and they are who we are. And can you imagine? They do it all for free. Like they're giving us time at 2 o'clock in the morning. They're incredible, incredible people.”
2017-06-14 · Masters of Scale · Your plan B needs a plan B, w/Crisis Text Line founder Nancy Lublin · IDENTIFIED FROM THE TRANSCRIPT · source
“I mean, the hashtag cut for Zane trended worldwide for almost three days when Zane left one direction. These are girls cutting real skin, hoping that he would see this and rejoin one direction. And that sent real traffic to us.”
2017-06-14 · Masters of Scale · Your plan B needs a plan B, w/Crisis Text Line founder Nancy Lublin · IDENTIFIED FROM THE TRANSCRIPT · source
“Oh gosh. So the hard thing about marketplaces, so you don't control supply and you don't control demand. Every once in a while there'll be like an unpredictable event. Now, if I ran Lyft, I could put surge pricing in place, and so you can handle that. So unpredictable events for crisis tech sign are things like Zane leaving one direction. And we had just tons of people texting in with serious anxiety.”
2017-06-14 · Masters of Scale · Your plan B needs a plan B, w/Crisis Text Line founder Nancy Lublin · IDENTIFIED FROM THE TRANSCRIPT · source
“So we originally put into the algorithm words like die, suicide, and overdose. And if you text in those words, you're number one in the queue. And then we added a machine learning layer. What are the words people use? In a high-risk case. And it turns out that there are thousands of them that are more high risk than suicide. Apparently it's 16 times more likely to end up in us calling 911 than the word suicide, which I know I've already quizzed around this one, so you know, but whatever, listeners can guess. It's ibuprofen, aspirin, tylenol, advil. It's the most common drug in your house. So you not only have the idea and the plan, but you have the means and the timing because it's right in your medicine cabinet. So those words and the unhappy face crying emoji is four times more powerful, four times more likely for us to end up calling 911 than the word suicide. The hashtag KMS, any idea what that stands for? Neither did we, but the algorithm discovered that's kill myself.”
2017-06-14 · Masters of Scale · Your plan B needs a plan B, w/Crisis Text Line founder Nancy Lublin · IDENTIFIED FROM THE TRANSCRIPT · source
“We've done zero marketing. We've done over 700,000 conversations since launching. That works out to be close to 30 million messages exchange.”
2017-06-14 · Masters of Scale · Your plan B needs a plan B, w/Crisis Text Line founder Nancy Lublin · IDENTIFIED FROM THE TRANSCRIPT · source
“We're loving sad liberals. People really want to feel like they're having an impact on something, and what's better than talking to another stranger in the most dire moments of their life. It's a real impact. Moms of a certain age love them. Deaf and hard of hearing. Phenomenal. Most organizations don't know what to do with them. Hard to volunteer if you're deaf or hard of hearing. We love you. Veterans. I love veterans, especially when the heat is on and we're spiking. The veterans are like, we got this, we can do it. Let's go.”
2017-06-14 · Masters of Scale · Your plan B needs a plan B, w/Crisis Text Line founder Nancy Lublin · IDENTIFIED FROM THE TRANSCRIPT · source
“So recruitment, sure, zeroing in on who are our best crisis counselors and figuring that out with ski and then now finding more of them. It turns out that it shifts, like post-election, sad liberals are great.”
2017-06-14 · Masters of Scale · Your plan B needs a plan B, w/Crisis Text Line founder Nancy Lublin · IDENTIFIED FROM THE TRANSCRIPT · source
“We originally built this thinking we would just be the pipes, we would be the technology, and we would farm this out to other crisis centers to do the counseling. And we kept growing, like fast, fast, fast. So we went from three to eleven in like six months crisis centers. What we noticed was that they were incredibly diverse. One crisis center would ask every single textter, are you feeling suicidal today? No, I have a calculus final this afternoon. Should I be feeling suicidal? Like the quality was all over the place wasn't great. And so we culled best practices from the platform and said, well, what if we trained our own people based on what we're seeing? And so we trained this magic 12th cohort and quickly saw that they outperformed on every KPI. KPI stands for key performance indicator. And pivoted. So we dumped all of the crisis centers who we were paying. So we saved that money, moved instead to a volunteer model, and basically became a marketplace.”
2017-06-14 · Masters of Scale · Your plan B needs a plan B, w/Crisis Text Line founder Nancy Lublin · IDENTIFIED FROM THE TRANSCRIPT · source
“Jews who have done this, he's made bets on people like that, not expecting any return these early bets on social change ideas. That's awesome. And with that money, it became real. I had to really do it. I hired our CTO and our chief data scientist, even though I only had 50K, so that wasn't going to keep them very long. And so then it meant I've really got to find the rest of the money and make this happen.”
2017-06-14 · Masters of Scale · Your plan B needs a plan B, w/Crisis Text Line founder Nancy Lublin · IDENTIFIED FROM THE TRANSCRIPT · source
“And I went to the board, I went to you guys, I went to the board and said, I want to do this. And you guys, I think rightly said brand confusion would do something, do something as hopeful, happy, volunteerism, crisis text line is a different thing. We'll give it your blessing, but you got to do that on the side. And so I did it at the same time for a long time. It was harder than I thought it was going to be. And it was maybe harder than it should have been. The truth is it took me two years to secure the funding to do it. And I would dial for dollars and I found one friend that was like, you'll come into my office every week for an hour and just go through my Rolodex. And on the third week, I spoke to someone. And in five minutes, I described in five minutes, he said, stop, stop, stop. I'm going to give you $50,000 because someone needs to just give you money to see if this will go anywhere. And I might never see you again, but it's worth putting this money down. And I want it to be anonymous. So I refer to him for a long time as Mr. X. He's now fine being known. It's actually Peter Bloom, who's the board chair of”
2017-06-14 · Masters of Scale · Your plan B needs a plan B, w/Crisis Text Line founder Nancy Lublin · IDENTIFIED FROM THE TRANSCRIPT · source
“And then we got a message that put me on this other path that literally said he won't stop raping me. It's my dad. He told me not to tell anyone, and then the letters are you there. Imagine you're the CEO and someone brings that and puts it on your desk and is like, I don't know what to do with this. It was like being punched in the stomach. It's so horrific. I couldn't believe it was happening to a real human. And then how bad does it have to be to share that? Like to be so alone that you share that with an organization like this, you don't know where this is going. And so we build crisis text line really for her.”
2017-06-14 · Masters of Scale · Your plan B needs a plan B, w/Crisis Text Line founder Nancy Lublin · IDENTIFIED FROM THE TRANSCRIPT · source
“But there would be a couple dozen messages out of flow saying things like, I'm being bullied, my best friend's addictions to crystal meth, and we would triage them.”
2017-06-14 · Masters of Scale · Your plan B needs a plan B, w/Crisis Text Line founder Nancy Lublin · IDENTIFIED FROM THE TRANSCRIPT · source
“Holy crap, I was smart enough to say let's do that. And also I guess I was smart enough to create an environment where entry-level employees felt comfortable experimenting. And like that's what you've got to do as an entrepreneurial CEO is get out of the way sometimes. And then when you see someone do something really smart, grab it and elevate it and be like, let's do that. And so we pivoted and we became a membership organization and we did everything around text and grew rapidly thanks to that.”
2017-06-14 · Masters of Scale · Your plan B needs a plan B, w/Crisis Text Line founder Nancy Lublin · IDENTIFIED FROM THE TRANSCRIPT · source
“I think probably the biggest epiphany was the pivot to text and the best thing that I did was get out of the way. So I was on a conference call and I saw through like a glass door people in my office high-fiving each other and I was like what is going on? Why are you all so heavy? And it turns out that two entry-level employees had pulled 500 defunct users, like people we hadn't heard from in six months had probably emailed them 20 times and pulled their mobile numbers and texted them about a campaign we had done. And in nine minutes I saw a 20% response rate.”
2017-06-14 · Masters of Scale · Your plan B needs a plan B, w/Crisis Text Line founder Nancy Lublin · IDENTIFIED FROM THE TRANSCRIPT · source
“You know what? I thought the name was great. Do something was great. There was no organization that was cool and fun for young people, and it was, there needed to be something that made volunteerism and social change fun and energetic. And so to me, it was like a ficus plant. Leaves fall off all the time. But if the roots are good, you can probably bring it back. And I thought, this is interesting. I'd also just turn 30. And I was getting headhunted for a number of very serious roles. But what I realized was that the headhunter was only bringing in me to make the headhunter look good. Like, here's one crazy outside the box candidate. Look, we're bringing you a 30-year-old entrepreneur. No one was taking me seriously. And I wanted to take something that was totally screwed and prove that actually, yeah, I'm an entrepreneur and I'm also really smart. I think sometimes entrepreneurs are written off as wacky visionaries. You know, we can be more than that. We are systems thinkers”
2017-06-14 · Masters of Scale · Your plan B needs a plan B, w/Crisis Text Line founder Nancy Lublin · IDENTIFIED FROM THE TRANSCRIPT · source
“It was on fire. Andrew Shu started it when he was on Melrose Place. But then he went off air and had three kids in New Jersey and do something fell on really hard times. When I got there, they had just laid off 21 out of 22 people. They had lost their office space and everything was in boxes and storage in Queens. They were 250K in debt and had about $74,000 in the bank. It was totally, totally fine.”
2017-06-14 · Masters of Scale · Your plan B needs a plan B, w/Crisis Text Line founder Nancy Lublin · IDENTIFIED FROM THE TRANSCRIPT · source
“Have we talked about Scooby-Doo syndrome? I talked about this to you? No. Okay, so you've seen Scooby Doo? Every Scooby Doo episode is the same. There is a church or a movie theater that's going to be torn down to become a strip mall. And there's like a zombie or a ghost that's haunting it. And so Mystery Inc. is called in to find the zombie or ghost. And Shaggy and Scooby are somehow the ones that always find the zombie or ghost, even though Velma knew it the whole time, which is totally weird, but whatever. And they unmask the zombie or ghost. It's not a zombie ghost. It's like the granddaughter of the founder of the movie theater, or like the janitor of the church. It's the founder. The founder is the zombie or ghost haunting the building. It doesn't want to leave. And I had no desire to be a Scooby-Doo villain, right? So I leave things. I build things and then I move on. I'm not particularly sentimental.”
2017-06-14 · Masters of Scale · Your plan B needs a plan B, w/Crisis Text Line founder Nancy Lublin · IDENTIFIED FROM THE TRANSCRIPT · source
“A wartime CEO. Once things get good and it's peacetime, I get bored and I either want to do something else wild to it or I'll f**k it up because I'm like, no, but we can do blah blah blah. And so I get bored and I move on.”
2017-06-14 · Masters of Scale · Your plan B needs a plan B, w/Crisis Text Line founder Nancy Lublin · IDENTIFIED FROM THE TRANSCRIPT · source
“So we would take those suits and we might warehouse them for two years, but we were happy to get those suits from those women at Goldman because then they would write us checks because they felt closeness to us because we had that suit that they interviewed somebody in or that they went on CNBC at the first time and they were wearing that Armani suit and now we had it. And so it was actually kind of a donor mechanism. It was part of the whole cycle of dress or success of like kind of wealthy businesswomen connecting with women who were going to go out and land their first jobs.”
2017-06-14 · Masters of Scale · Your plan B needs a plan B, w/Crisis Text Line founder Nancy Lublin · IDENTIFIED FROM THE TRANSCRIPT · source
“So, in the early days of dress for success, we would do these clothing drives. So women would give us clothes. So we would do a clothing drive at Goldman Sachs when they go corporate casual. And so we'd get beautiful, beautiful suits. And like the largest suit would be a size eight. And the average size American is actually a 14. And the average size dress for success client was a 22. But we always did those suits anyway because once you gave us your Armani suits, you gave us money.”
2017-06-14 · Masters of Scale · Your plan B needs a plan B, w/Crisis Text Line founder Nancy Lublin · IDENTIFIED FROM THE TRANSCRIPT · source
“The challenge originally was we have these people who are moving from welfare to work, how do you get them into the system without passing a judgment on individuals? And then how do we solve our labor problem in the shop? So we combined that. And what we did was we screened agencies. We would approve domestic violence shelters. We would approve job training programs. We would approve homeless shelters. And then they could send whoever they wanted to the shop. As a barter, we required them to send someone to staff the shop one day a month. So we got free labor and high quality referrals and didn't ever have to pass any judgment on any individual. So everybody who came to us was worth dressing because one of our employees essentially had referred them. And by the way, this model of staffing the shop and referring stays today in over 100 locations around the world.”
2017-06-14 · Masters of Scale · Your plan B needs a plan B, w/Crisis Text Line founder Nancy Lublin · IDENTIFIED FROM THE TRANSCRIPT · source
“And the thing about the nuns is they knew tons about moving people from welfare to work. They knew exactly what was going on in New York City and how to make this happen and how to get it started. They were actually the exact right people to start this with.”
2017-06-14 · Masters of Scale · Your plan B needs a plan B, w/Crisis Text Line founder Nancy Lublin · IDENTIFIED FROM THE TRANSCRIPT · source
“When I went to meet them for the first time, I fully expected them to meet me in habit with locked arms singing, like the sound of music. Instead, they're really cool. They're kind of like social workers, they're really cool women. The drawback was I took financial advice from them. They told me to put the $5,000 into a six-month CD in the bank, which meant we started with no money. So like don't take financial advice from people who have taken an oath of poverty is the lesson there. Whenever I have done a startup, the first thing I actually do is call my family and friends because you think, wow, they love me and I love them. That doesn't mean they're going to love your ideal.”
2017-06-14 · Masters of Scale · Your plan B needs a plan B, w/Crisis Text Line founder Nancy Lublin · IDENTIFIED FROM THE TRANSCRIPT · source
“And so I was in law school. I went to my law professor and said, hey, I have this idea. What do you think? And he sent me to Sister Mary Nerni in Spanish Harlem. And then she brought in two others.”
2017-06-14 · Masters of Scale · Your plan B needs a plan B, w/Crisis Text Line founder Nancy Lublin · IDENTIFIED FROM THE TRANSCRIPT · source
“My father, growing up, was a lawyer, and he used to tell me that when he was hiring secretaries, he'd look out the window and watch them go from the car to the building, and that he'd know before they reached the building whether or not he'd hired them, which I thought was the worst thing I had ever heard. I was like, you just described discrimination to me. That's horrible. And he said, and it's the truth, so go comb your hair. And so, I mean, I just kind of knew that the world works this way. We discriminate based on a first look on everybody. And so that's where dress for success came from.”
2017-06-14 · Masters of Scale · Your plan B needs a plan B, w/Crisis Text Line founder Nancy Lublin · IDENTIFIED FROM THE TRANSCRIPT · source
“I've said before to you, I could scrape off that logo and make fillings for everyone I know. The logo is like a quarter of an inch off the page. Beautiful. Telling me that he had no money, and sorry, best of luck. Working on something, the PS is now in 120 cities around the world. So, like, it would have been a safe bet to give me 500 bucks. Instead, I've got a story that I tell everywhere.”
2017-06-14 · Masters of Scale · Your plan B needs a plan B, w/Crisis Text Line founder Nancy Lublin · IDENTIFIED FROM THE TRANSCRIPT · source
“Now again, I'm an entrepreneur. I am bitten by that bug. I don't give up there. So I'm doing like fox breakfast TV the next week and I look over and the woman sitting next to me, I recognize her and I say, are you Liz Smith the gossip columnist? She says, I am. And I say, you know, I have this story. You might be interested. And I tell her the story. And that Sunday, she writes it up in the New York Post, and it runs in her column nationally. And she tells it on TV. Monday morning I take that New York post and I go to Trump Tower and I say to security, please tell Norma Forderer that Nancy Lublin is downstairs. And I go up and Norma Forderer says, good to see you. We saw it. He saw it. He thinks it's very funny. But we have nothing for you. So the ending of the story is, I got the most beautiful rejection letter I've ever seen in my entire freaking life. Like on Trump Tower, gold embossed letterhead.”
2017-06-14 · Masters of Scale · Your plan B needs a plan B, w/Crisis Text Line founder Nancy Lublin · IDENTIFIED FROM THE TRANSCRIPT · source
“I call a friend and say, You've got to give me the name of his personal assistant. She says it's Norma Forderer, who was famously his assistant for decades. And I go to Blockbuster, again, this was a long time ago, and I get a giant box of milk duds, and I get in a cab and I say, take me to Trump Tower. And I go up in Trump Tower, and now I'm on the 26th floor. And I look around, it's all golden glass and mirrors. Through the golden glass mirrors, I see the skinny blonde from the night before in the theater, and I wave my arms. She comes over. She's like, The woman from the theater? What are you doing here? And I said, look, I will give him a box of Milk Duds a week for the rest of his life. If you can just find me like 500 square feet of space, because everything's in my apartment. And she says, he's broke. I look around and I'm like, I see. Times are rough. And I shake her hand. I say, okay, well, thank you so much.”
2017-06-14 · Masters of Scale · Your plan B needs a plan B, w/Crisis Text Line founder Nancy Lublin · IDENTIFIED FROM THE TRANSCRIPT · source
“And I talk about dress for success and how amazing it is. And he says, oh, really? Do you enjoy it? And I was like, yes, it's pretty amazing helping women move from welfare to work. And he says, really, it's not boring? And I'm like, no, it's not boring. So I say to him, so what do you do? And he says, no one's ever asked me that before. And I said, well, what do you do? How would you describe it?”
2017-06-14 · Masters of Scale · Your plan B needs a plan B, w/Crisis Text Line founder Nancy Lublin · IDENTIFIED FROM THE TRANSCRIPT · source
“To his left, some skinny blonde I didn't recognize. And he's eating milk duts, like shoving them in his mouth, fistfuls at a time. And I look at him and I'm like, do you need to own the company or are those available in the lobby? And he goes, ha, ha, ha, ha, ha, ha, ha. Grabs the box from the skinny woman next to him and hands them to me because I don't think she eats anything but tofu and water. And so I eat the milk dads and we strike up a conversation. Says, so what do you do”
2017-06-14 · Masters of Scale · Your plan B needs a plan B, w/Crisis Text Line founder Nancy Lublin · IDENTIFIED FROM THE TRANSCRIPT · source