All articles

How Netflix is Capitalising On Operating Leverage

2021 is set to be a turning point for Netflix. The company expects to become free cash flow neutral and will be self-sustaining from here on out.

Netflix Inc (NASDAQ: NFLX) is ushering in a new era in its business.

The streaming video giant delighted investors in January when it announced in its 2020 fourth-quarter earnings update that after years of burning cash, it is finally close to being self-sustainable

Subscription video on demand (SVOD) as a business had previously been a highly contested topic among investors. Although there is no denying that there is product-market fit, Netflix has burnt through billions in cash to build original content each year, raising questions about the unit economics of the business model. 

But cash-burn may soon be a thing of the pass for the undisputed king of SVOD. 

For 2021, Netflix said that it anticipates free cash flow to be around break-even. It is so confident in its ability to be self-sustaining that it plans on repaying some of its bonds and even toyed with the idea of returning cash to shareholders through share buybacks.

Unsurprisingly, Netflix’s optimism was met with enthusiasm from stock market participants. On the day after the announcement of its fourth-quarter results, Netflix’s share price spiked by more than 10%. 

So, what’s driving Netflix’s change in fortunes?

The short answer is scale and operating leverage.

Since the start of 2018, Netflix’s paid memberships have risen from 111 million to 204 million. In addition, price hikes have made each member more valuable to Netflix. Its average monthly revenue per member has grown from US$9.88 to US$11.02.

Consequently, Netflix’s revenue has increased by 113.7% from US$11.7 billion in 2017 to US$25 billion in 2020.

At sufficient scale, Netflix can fund its original content production entirely from the cash earned from subscriptions.

In early 2020, I wrote an article titled What Investors Don’t Get About Netflix titled. In it, I explained:

“To improve its free cash flow metric, Netflix needs to spend much less as a percentage of its revenue. And I think its entirely possible that this scenario will play out sooner rather than later. The math is simple. 

There is a fixed cost to producing content but the value of the content scales as the user count grows. 

For instance, the content that Netflix is producing today can reach its 167 million global subscribers. But as the number of subscribers grows, the content it is producing will reach a larger subscriber base. Put another way, the fixed amount spent on each movie or series will be spread out across a much larger revenue base as user count grows.

Over time, the amount of cash spent on content will take up a much lower percentage of revenue and, in turn, free cash flow should eventually be positive.”

This scenario seems to be playing out exactly as I wrote. Netflix, now with its 204 million members paying monthly subscriptions, can start to internally fund its content production each year.

And it likely gets better from here…

With Netflix hitting this breakeven milestone in its business, the company will likely start to exhibit extremely strong unit economics moving forward.

Put another way, from 2022 onwards, we are likely to see a high free cash flow margin generated from each net member addition.

How much can Netflix potentially earn? Well, looking at the market opportunity, I believe the company’s annual free cash flow could be in the tens of billions.

With around 1.6 billion television households worldwide and an estimated 45% of those having broadband internet access, Netflix has an addressable market of roughly 720 million households. If we assume that Netflix manages to penetrate just 50% of that market, it will have 360 million members – or around 155 million more than it reported for the fourth quarter of 2020.

Let’s also assume that Netflix has factored in 20 million new members in 2021, which will bring its free cash flow number to break even.

To be conservative, let’s also say the contribution margin of every subsequent member added is 90%. Using average revenue per user of US$11, we can calculate that by the time Netflix hits 360 million subscribers, it could potentially be generating US$16 billion* in free cash flow annually. That’s a hefty sum – bear in mind too that I did not even factor in any price hikes.

Ending thoughts…

Netflix has long been a highly debated company among investors. Although it is normal for a young technology company to be burning money, Netflix is far from a young tech startup. Its streaming service has been around for more than a decade and yet it has been lighting up cash for years, raising doubts about the sustainability and unit economics of its business.

But the early criticism from outsiders is starting to look misplaced. Netflix, despite the competition from Disney Plus, and other content-giants, is still the top dog when it comes to SVOD. Steady member growth and low churn speak to that. It’s early (and steady) investments in producing original content are starting to reap the rewards, driving new memberships and increasing the value of its service to existing members.

Netflix’s co-CEO and co-founder, Reed Hasting, perhaps knew it all along. In Netflix’s 2017 fourth-quarter letter to shareholders, a time when it was still burning billions of dollars each year, the company wrote:

“We are increasing operating margins and expect that in the future, a combination of rising operating profits and slowing growth in original content spend will turn our business FCF positive.” 

Netflix is one of the modern era’s great examples of how long-term investing pays off. The company was willing to endure years of cash burn and even tapped into the high-interest debt market to fund its growth. But these investments will likely more than pay off in the years to come.

To me, Netflix is a poster child of the benefits of long-term investing, and a shining example for any serious long-term investor to learn from.

* Calculated by using 224 million as the breakeven number of members. The equation is (360 million-224 million)*US$11*12*0.9.

Disclaimer: The Good Investors is the personal investing blog of two simple guys who are passionate about educating Singaporeans about stock market investing. By using this Site, you specifically agree that none of the information provided constitutes financial, investment, or other professional advice. It is only intended to provide education. Speak with a professional before making important decisions about your money, your professional life, or even your personal life. I currently have a vested interest in the shares of Netflix Inc. Holdings are subject to change at any time.

What We’re Reading (Week Ending 07 February 2021)

The best articles we’ve read in recent times on a wide range of topics, including investing, business, and the world in general.

We’ve constantly been sharing a list of our recent reads in our weekly emails for The Good Investors.

Do subscribe for our weekly updates through the orange box in the blog (it’s on the side if you’re using a computer, and all the way at the bottom if you’re using mobile) – it’s free!

But since our readership-audience for The Good Investors is wider than our subscriber base, we think sharing the reading list regularly on the blog itself can benefit even more people. The articles we share touch on a wide range of topics, including investing, business, and the world in general.

Here are the articles for the week ending 07 February 2021:

1. 7 Life Lessons from a Guy Who Can’t Move Anything but His Face – Jon Morrow

The only parts of my body I can move are my eyes and lips. My hands, feet, arms, and legs, are almost totally paralyzed, managing the occasional twitch and nothing more.

And yet… I have an amazing life.

Using speech recognition technology, I’ve written articles read by more than 5 million people. I’ve also built several online magazines that have, shockingly, made me a millionaire.

“This can’t be real,” you say. “You did all this, and you can’t freaking move?”

Hard to believe, I know, but it’s true. I do it all from home, sitting in my wheelchair, speaking into a microphone.

I’ve traveled a good bit too. I’ve lived in San Diego, Miami, Austin, and even Mazatlan, Mexico…

…During my 34 years, I’ve had pneumonia 16 times, recovered from more than 50 broken bones, and spent literally years of my life in hospitals and doctor’s offices.

But I’m still here. Not only have I survived my condition, but I’ve built a life most people only dream about.

And starting today, I want to talk about how…

…At some point or another, life punches everyone in the face.

The punch may be hard, or it may be soft, but it’s definitely coming, and your success or failure is largely determined by the answer to a single question: how well can you take the punch?

Do you roll around on the ground, weeping and moaning? Do you rock back on your heels but then keep going? Or have you been punched so many times already you don’t even notice?

Personally, I’m a living example of the last one. If you want to know what it’s like to live with a severe disability, just imagine that every morning six big guys sneak into your room and beat the hell out of you. Most days, the beating isn’t so bad, and you can limp through your day. Every now and again though, they keep punching and kicking you until you’re bleeding and broken, lose consciousness, and wake up in the hospital breathing through a tube.

That’s the best way I know to describe my life. Since the day I was born, muscular dystrophy has given me a daily beating.

The upside?

It’s made me incredibly strong. I can take any punch life throws at me without even breaking stride.

Lost $100,000 on a business deal? No biggie. Key employee quits? Yawn. Getting audited by the IRS? Wake me up when something important happens. Next to fusing my spinal vertebrae together, shattering my legs, or nearly drowning in my own mucus, none of it is honestly that big of a deal.

This, my friends, is the advantage of pain. The more you experience, the more you can handle in the future, and the less it knocks you off your game.

The way you respond to that pain is another matter, which we’ll talk about in a moment. For now, the point I want to make is this: if you feel depressed and weak, unable to cope with the difficulties of life, it’s not because you are a flawed human being. It’s because you were unprepared for the pain you are experiencing. The problem, ironically, is that you haven’t suffered enough.

2. Unfortunate Investing Traits –  Morgan Housel

Napoleon’s definition of a military genius was “The man who can do the average thing when everyone else around him is losing his mind.”

What he meant, I think, is that most wars are lost rather than won. The final outcome is driven more by one side’s blunder than the other’s brilliance. One screw up can overwhelm a dozen smart decisions that preceded it, so even if strategy is crucial the expert is rarely preoccupied asking, “How can I be great?” The obsession is, “How can I ensure I’m at least average and never a disaster during the most important moments?”

And isn’t investing the same?…

…A few unfortunate traits that commonly prevent investors from doing the average thing:…

An ignorance of what I’d call “normal disasters.

If markets never crashed they wouldn’t be risky. If they weren’t risky they’d get very expensive as all potential returns were wrung out. When markets are expensive they’re fragile. And when they’re fragile they crash.

If you accept that logic – and I think it’s the punchline of all market history – you realize that huge market declines characterized as surprising and shocking and unexpected are in fact foreseeable. The timing isn’t predictable but the occurrence is inevitable. If you get caught in a period when you lose a third of your money and it stays that way for a year or two, you have not been hit by a 100-year storm; you’ve just experienced the base rate of investing, par for the course. That’s why they’re normal disasters.

Same in business. Take a group of 100 companies from nearly any industry. The odds that no more than half will still be around a generation from now are very high, not because they merged but because they went out of business. Competition is relentless and most competitive advantages die. It’s a disaster, but it’s normal and everyone should plan accordingly.

If you’re flying on an airplane, normal means everything is smooth and calm. Investing is closer to whitewater rafting. You’re going to get wet and tossed around, with a decent chance of minor injury. It’s kind of the point. Many investing blunders occur when people expect “normal” to be a period when nothing goes wrong when in fact it’s normal for things to constantly be breaking and falling apart.

It’s hard to do the average thing if you can’t accept that not only is it normal for things to break, but even frequent breakages don’t prevent great long-term growth.

3. Amazon’s Cloud King: Inside the World of Andy Jassy – Kevin McLaughlin

Mr. Jassy was not an obvious candidate to start a business that has made Amazon, in effect, a landlord for a chunk of the internet. A graduate of Harvard University—where he was an advertising manager of the Crimson, the student newspaper—Mr. Jassy is not an engineer. His passions, according to a person close to AWS, include sports, pop culture and music. As of a few years ago, he had a collection of several thousand CDs, a former colleague said. Last year, he joined the ownership group for a new, as-yet-unnamed National Hockey League franchise for Seattle.

After joining Amazon in 1997, the year of its initial public offering, he caught Mr. Bezos’ eye by writing the business plan for a new Amazon business—selling music CDs online—arguing that it was the logical next step for Amazon after book selling, another former colleague said. He later became general manager of the group.

In 2003, Mr. Bezos picked Mr. Jassy to be his technical assistant, a role that entailed shadowing the Amazon CEO in all of his weekly meetings and acting as a kind of chief of staff. While previous technical assistants had languished under the demanding Amazon leader, Messrs. Jassy and Bezos became close friends during that time and Mr. Jassy remains one of Mr. Bezos’ trusted advisers (he is on the “S-team,” a group of about a dozen Amazon executives in Mr. Bezos’ inner circle).

Mr. Jassy’s biggest break came when Mr. Bezos and Rick Dalzell, Amazon’s chief information officer at the time, tapped him to lead what became AWS. The business was an outgrowth of earlier technical work Amazon had done to let independent retailers sell goods through Amazon’s e-commerce systems.

Gradually, Mr. Jassy and others came to realize Amazon could take over the management of even more basic computing chores for outside companies, such as storage and databases, by running them inside Amazon data centers. Customers no longer had to worry about purchasing and maintaining the hardware and software needed for their applications.

The launch of its first services in 2006 coincided with the rise of a new generation of internet startups, many of them propelled by the emergence of smartphones as a platform for applications. Mr. Jassy was well attuned to the needs of these startups, most of which were happy to let Amazon run their technical infrastructure while they focused on more meaningful innovations.

“He’s able to think about things that are very complex and boil them down into a few clear action items that really matter,” said Mr. Dalzell, who left Amazon in 2007 and was one of Mr. Jassy’s mentors. “He has a unique ability to get to the essence of what’s important to customers and put that at the forefront.”

In meetings, Mr. Jassy follows Mr. Bezos’ approach of letting others speak first and then weighing in later with his feedback, a former AWS employee said. He doesn’t hold back if he feels their work isn’t up to par, but he has a softer touch than Mr. Bezos—known for his scorching criticisms—favoring “humor and gentle cajoling” to get what he wants, the person said.

Even though Mr. Jassy was the top dog at AWS, he remained mostly invisible outside Amazon. He allowed the division’s chief technology officer, Werner Vogels, a Dutch computer scientist with a knack for public speaking, to become the face of the new business, while he focused on products.

For years, Mr. Jassy was opposed to Amazon disclosing the division’s financial results, because he didn’t want competitors knowing how fast AWS was growing, according to a former employee. The parent company finally began releasing the AWS numbers in April 2015; under accounting rules, the business got so large the company could no longer conceal it.

“Andy wanted to keep them guessing,” the former employee said. “If they knew what Andy knew, they likely would have invested more earlier.”

4. How David Beats Goliath in Real Life – Josh Brown

On Wall Street, David doesn’t beat Goliath in real life – especially in a battle of brute force and liquidity.

The hedge fund industry manages $3 trillion. Private equity and real estate and venture money is even bigger than that. Funds are backed by banks and brokerages which are backed by the Federal Reserve. Get a grip on reality. This complex doesn’t lose an arms race. The money is infinite. You can’t squeeze it. It will crush you. The louder and more bellicose you are on the internet, the tighter it will squeeze back, until your head has literally popped off…

…So how does David win? David wins by avoiding Goliath and becoming a stronger, smarter, healthier, happier version of himself or herself. How?

David invests capital, time and energy in the furtherance of his or her career, not on memes and internet chatroom bullshit with other Davids…

…David focuses on the main thing under his control – how much he saves versus spends – and then allocates as much as possible to an investment portfolio….

…David diversifies broadly, and has the humility to accept the inherent unknowability of the future…

…Easier said than done. Warren Buffett once talked about the Paradox of Dumb Money. He said that the moment it realizes that it is the dumb money (and acts accordingly), it ceases to be the dumb money. Accepting your limitations isn’t the same as admitting defeat. It’s how you succeed. Because you stop playing the wrong game and start playing the right one.

5. Twitter thread on the “plumbing” that goes on behind the scenes at financial market brokerages Compound248

Dear Media, what’s happening with RobinHood? A quick primer. This is a “plumbing” issue. It is esoteric, even for those on Wall Street. A very long thread on how the toilet is clogged. Read on

First: RH was not the only brokerage to restrict buying in $GME et al. Much of the below applies to many brokerages. I’m going to use “RH” in my writing for simplicity and because it’s the most prominent, but it’s not fair to call this a RobinHood issue, per se.

The restrictions impacted retail AND institutional players – many institutional prime brokers (“PBs”) did the same thing to their hedge fund clients. Why? Surely PBs can’t be trying to punish their own clients just to benefit Citadel. There must be something else happening… Let’s talk plumbing.

Most RH clients (& all HFs) use “margin” accounts, not “cash” accounts. RH’s sign up process nudges new customers into margin accounts by default. Whether RH should do that is worthy of discussion another day. This is a story of lending and capital.

Margin accounts are Wall Street’s way of denoting lending accounts. Practically speaking, in margin accounts, the client does NOT own *any* securities. Rather, margin account holders “own” a promise from their broker. Yay.

When an RH’er buys $GME, a whole bunch of things happen behind the scenes, all of which are the ugly plumbing of Wall Street.

6. Netflix at 200 Million: Is the Streaming Race Over? – Tien Tzuo

Netflix recently announced that it has over 200 million global subscribers, an impressive milestone. But more importantly, the company is “very close” to being free cash flow positive, despite previously forecasting a loss of up to $1 billion on the year. As Barron’s put it, “the big news was the revelation that Netflix is no longer a money pit. It’s now well on the way to becoming a cash machine.”

This is the same publication, I might add, that wrote an article called “Netflix Shares Could Dive to $45” in 2016. “Investors continue to overlook increasing cash burn and relatively modest income,” warned Barron’s. The stock is now trading at around $563.

Lots of people felt the same way back then. Do some googling and you’ll find plenty of articles with headlines like: “It’s Official: Netflix, Inc. (NFLX) Stock’s Run is OVER,” (Investor Place, 2016). Here’s another quote from Movie City News: “Netflix will be purchased by 2020… because the content issues will overwhelm their business, not too much unlike the way Netflix overwhelmed Blockbuster and the remaining mom & pop DVD/video stores.”

The bear argument against Netflix has always been that it will never be able to repay the huge amount of debt it has accrued ($16 billion at last count) to finance all those thousands of hours of content….

…That argument has now been settled. Not only does Netflix now have a significant competitive moat with attendant pricing leverage (get ready for your monthly rate to go up this year), but it’s also planning on an initial $500 million debt payment, as well as stock buybacks.

Of course, this will come as no surprise to Subscribed readers. As I noted in the book, borrowing heavily to invest in new content was simply Netflix using its recurring revenue as a competitive weapon. Unlike traditional movie production shops, Netflix starts every year with known, predictable revenue. It just made sense to use leverage, similar to a mortgage on a house, to invest in attracting new subscribers, especially if it also extended the lifetime value of their existing subscribers. That’s the beauty of a smartly run subscription model.

So now that Netflix has proven the naysayers wrong, is it all over? Has the streaming race been won? I don’t think so, not by a long shot. To paraphrase a line from The Social Network, “Two hundred million is a pretty good number. Do you know what’s an even better number? Two billion.”

7. It Feels Like the Game is Rigged – Michael Batnick

There are about a million and one different angles to consider when talking about the big story in the stock market.

The most important thing that’s happening is the deterioration of faith that people have in financial institutions. Once trust is lost, it’s almost impossible to gain it back. Memes aside, this is no laughing matter…

…You’re right, Jimmy. Insiders have advantages. I understand that it feels like parts of the system are broken. I understand that it feels unfair. I understand that it feels like the odds are stacked against you.

But I’m asking you to please reconsider.

I’m thrilled for the people that got in early and made boatloads of money. But the people who are getting in late will be left holding the bag. And when they do, they will go looking for people to blame. The “system is rigged” will be shouted out when what will really happen is the market’s inherent rejection of rewarding get rich quick strategies. If you play their game, and this is their game, you will not win. But Jimmy, if you take a long-term view, then you almost can’t lose.


Disclaimer: The Good Investors is the personal investing blog of two simple guys who are passionate about educating Singaporeans about stock market investing. By using this Site, you specifically agree that none of the information provided constitutes financial, investment, or other professional advice. It is only intended to provide education. Speak with a professional before making important decisions about your money, your professional life, or even your personal life. Of all the companies mentioned, we currently have a vested interest in Amazon and Netflix. Holdings are subject to change at any time.

The Stock (or is it “Stonk”?) Market Is Rigged: So What?

The stock market has been a rigged game for a long time. But it doesn’t matter for investors. We can unrig this. We can still win.

I need to get this off my chest. Over the course of January 2021, the financial markets saw the incredible Wallstreetbets vs Hedge Funds battle play out. The battle arena included stocks (or is it “stonks”?) such as Gamestop and AMC. I won’t rehash the whole episode. 

What I want to get off my chest is something I’m saddened by: The danger that many retail investors could lose their faith in the financial markets because of what’s happening in Wallstreetbets vs Hedge Funds. I’ve already seen people commenting (read here and here) that the market is “rigged” and that they are losing their faith in the system. Well the thing is, the market has been rigged for a long, long time but – and this is important – it does NOT matter. Two examples come to mind.

A long, long time ago…

The first involves Joseph Kennedy, the patriarch of the famous Kennedy family in the political scene of the USA. The family includes the US president, John F. Kennedy. 

In the 1930s, Kennedy played an actual con-game with the US stock market. This is recounted by Morgan Housel in an article he wrote for The Motley Fool:

“The repeal of prohibition in 1933 was bound to benefit companies that made supplies needed to make alcohol. One was a bottling company called Owens-Illinois. Rather than investing in directly in Owens-Illinois, [Joseph] Kennedy purchased shares of a company called Libbey-Owens-Ford.

“Libbey-Owens-Ford was an entirely separate company, which manufactured plate glass for automobiles, not bottles, but its name was close enough to the bottle glass company to fool unwary investors,” writes biographer David Nasaw. On news of the repeal, Kennedy and his partners traded shares back and forth between each other, pumping up trading volume to draw attention. That caused other investors to buy shares “on the mistaken belief that they were buying shares of Owens-Illinois, the bottle manufacturer.” After a surge, Kennedy dumped Libbey-Owens-Ford with a $1 million inflation-adjusted profit and invested the proceeds in his original target, Owens-Illinois.”

Not so long ago

The second involves convicted con-man Jordan Belfort, of The Wolf of Wall Street fame. In the late 1980s and early 1990s, Belfort used a similar technique – buying and selling the same block of shares between partners to manipulate share prices – to run his fraudulent stock market brokerage firm, Stratton Oakmont.

One of the companies that Belfort and his cronies ran his scams on was the shoe-fashion designer outfit Steve Madden. Belfort and gang took Steve Madden public in December 1993 via a pump-and-dump scheme. They owned up to 85% of Steve Madden leading up to the IPO, and dumped all the shares right after the listing, raking in US$23 million in a very short amount of time. Big money. But is it really?

Stocks, not stonks

This is where it gets interesting. According to Yahoo Finance, Steve Madden’s share price was less than US$1 right after its IPO in 1993. Today, Steve Madden’s share price is nearly US$34, and 85% of the company would be worth nearly US$2.4 billion.

Belfort could have been a legitimate billionaire had he held on to his Steve Madden shares, instead of being a convicted con-man who had to spend a few years of his life behind bars. And all that happened because of Belfort’s inability back then to see what the stock market really is – a market for participants to own pieces of living, breathing businesses.

Coming back to the deplorable behaviour of Joseph Kennedy, Housel wrote in the same article for the Fool (emphasis is mine):

“Companies didn’t report much information in the 1930s, but archive documents show Libbey-Owens-Ford earned somewhere around $1.1 million in profit in 1933. By 1985, profits were more than $70 million. Getting tricked by Kennedy didn’t matter much if you were willing to wait.”

Unrigging a rigged game

The stock market has been a rigged game for a long time. But it doesn’t matter for investors. This is because stocks – not stonks – have still managed to build tremendous wealth for investors legitimately despite the presence of the rigging. Since 1930, the S&P 500 (a broad stock market index in the USA) has turned a $1,000 investment into a massive US$4.97 million, including dividends. This works out to a handsome return of 9.7% per year.

There’ll likely be no end to having unscrupulous stock market manipulators pop up to rig parts of the market. But having patience, being diversified and disciplined, and having the view that stocks represent partial ownership of real actual businesses that will do well over time if the businesses do well (and that will crumble if the businesses crumble) makes it possible for you to unrig a rigged game. And, like we’ve seen with Libbey-Owens-Ford and Steve Madden, even companies that are the victims of manipulation can still do great things for investors – if the companies have legitimately good businesses and crucially, the investors are willing to wait.

Please don’t lose faith in the markets!

Disclaimer: The Good Investors is the personal investing blog of two simple guys who are passionate about educating Singaporeans about stock market investing. By using this Site, you specifically agree that none of the information provided constitutes financial, investment, or other professional advice. It is only intended to provide education. Speak with a professional before making important decisions about your money, your professional life, or even your personal life. I do not have a vested interest in any companies mentioned.

Unpopular Truth: Reddit Investors Are Not Saving GameStop

This is not the way to save Gamestop.

You’ve likely heard about the Gamestop Corp (NYSE: GME) saga. I didn’t want to write a post on it but I realised that there is one glaring misconception among Reddit investors that should be addressed.

Many users within the Wallstreet Bets group in Reddit have mentioned that they want to save Gamestop from short sellers.

It’s as if they believe that pumping up the share price of Gamestop will somehow save or help the company.

I appreciate the noble thought, but the concept that driving a company’s share price higher will help it is not how stocks work.

What’s really going on

The stock price is simply the last traded price of the company’s stock. It is the amount that the latest buyer paid to purchase the stock from the previous stock owner.

Buying and selling shares on the stock exchange does not in any way impact the underlying business fundamentals of the company. The money you are paying to buy Gamestop’s stock actually goes to the person who sold you the stock, and not to Gamestop, the company. 

Likewise, there is a misconception that short sellers are destroying a company by trying to drive a company’s stock price down.

This is not the case. Even if a company’s stock price declines, the fundamentals of the company will not change. A fundamentally solid company with a low stock price may, in some cases, even be a good thing for its long-term shareholders: The company can take advantage of the low stock price by buying back its shares to reduce the outstanding share count.

A great example is Restoration Hardware Holdings (NYSE: RH), which was targetted by short-sellers in 2017 and 2018. Seizing the opportunity presented by a low stock price, Restoration Hardware’s management team used the company’s cash to buy back its shares, resulting in a 59.8% decline in its outstanding share count. This created massive fundamental long-term value for its remaining shareholders. Its stock is now up 1,600% since the start of 2017.

How to really save Gamestop?

If you really want to help Gamestop, you can purchase merchandise directly from Gamestop’s retail stores. This hands money over to Gamestop directly.

Similarly, if Gamestop offers a secondary offering or issues a bond, investors who buy into these offerings will be handing money directly to the company. 

These are the real ways that you can help Gamestop’s business.

The unpopular truth is that just buying Gamestop’s stock on the stock market is not really helping Gamestop at all.

Disclaimer: The Good Investors is the personal investing blog of two simple guys who are passionate about educating Singaporeans about stock market investing. By using this Site, you specifically agree that none of the information provided constitutes financial, investment, or other professional advice. It is only intended to provide education. Speak with a professional before making important decisions about your money, your professional life, or even your personal life. I do not have a vested interest in any companies mentioned.

What We’re Reading (Week Ending 31 January 2021)

The best articles we’ve read in recent times on a wide range of topics, including investing, business, and the world in general.

We’ve constantly been sharing a list of our recent reads in our weekly emails for The Good Investors.

Do subscribe for our weekly updates through the orange box in the blog (it’s on the side if you’re using a computer, and all the way at the bottom if you’re using mobile) – it’s free!

But since our readership-audience for The Good Investors is wider than our subscriber base, we think sharing the reading list regularly on the blog itself can benefit even more people. The articles we share touch on a wide range of topics, including investing, business, and the world in general.

Here are the articles for the week ending 31 January 2021:

1. Why It’s Usually Crazier Than You Expect – Morgan Housel

I want to try to explain why Gamestop went up 100-fold in the last year and why Sears never recovered. They have to do with the same force in opposite directions. It’s a force that can explain a lot of baffling trends lately, and it’s so easy to underestimate and overlook…

…Find a feedback loop and you will find people who underestimate how crazy prices can get, how famous a person can become, how hard it can be to change people’s minds, how irreparable a reputation can be, and how tiny events can compound into something huge.

They take small trends and turn them into big trends with unforeseen momentum. And they happen in every field.

If you become a good reader as a child, reading is fun. When reading is fun you do it more. When you do it more you become a better reader – on and on. The opposite is true: delayed reading ability can make reading feel like work, which can cause kids to read less, which delays reading comprehension even more.

When it doesn’t rain, there’s less evaporation, which makes the air drier, which reduces rainfall, on and on.

And, of course, feedback loops can do astounding things in business and investing…

…GameStop – whose stock is up 100-fold in the last year as a reddit message board coordinates a buying spree to hurt short sellers – is experiencing a similar thing.

The reddit campaign to push its stock up started two months ago. At first shares rose a little. That caught people’s attention, those people bought, which pushed prices up more, which caught more people’s attention – on and on – until this week when virtually every investor in America is paying attention to GameStop because it’s risen so high, and it’s rising high because every investor in America is paying attention to it. I have three friends who bought a few shares of GameStop this week “to see what happens.” They’re only doing that because the price went up. And they’re making the price go up.

Attention is hard to obtain. But once it’s achieved it can take on a life of its own, becoming self-sustaining and able to morph into something you never imagined.

2. Keith Gill Drove the GameStop Reddit Mania. He Talked to the Journal. –  Julia-Ambra Verlaine and Gunjan Banerji

The investor who helped direct the world’s attention to GameStop, leading a horde of online followers in a bizarre market rally that made and lost fortunes from one day to the next, says he’s just a normal guy.

“I didn’t expect this,” said Keith Gill, 34 years old, known as “DeepF—ingValue” by fans on Reddit’s WallStreetBets forum and “Dada” by his 2-year-old daughter. He said he didn’t set out to draw the attention of Congress, the Federal Reserve, hedge funds, the media, trading platforms and hundreds of thousands of investors…

…Mr. Gill began investing in GameStop around June 2019, he said, when it was hovering around $5 a share. Earlier that year, the game retailer was hunting for its fifth chief executive in a little over 12 months. Mr. Gill kept buying. Although he never played much besides Super Mario or Donkey Kong, he saw potential for the struggling retailer to reinvigorate itself by attracting new customers with the latest videogame consoles.

“People were doing a quick take, saying GameStop was the next Blockbuster, ” he said, a chain caught in a retail decline. “It appeared many folks just weren’t digging in deeper. It was a gross misclassification of the opportunity.”

3. Yes, a Stock Can Have Short Interest Over 100% — Here’s How – Dan Caplinger

At first glance, it might seem like you could never have more than 100% of a company’s shares sold short. Once all the shares have been borrowed, you might think there wouldn’t be any more for short-sellers to get.

Indeed, there are U.S. Securities and Exchange Commission regulations designed to prevent what’s known as “naked” short selling. With a naked short sale, the broker allows the customer to do a short-sale transaction without actually arranging to borrow the shares beforehand. This can lead to market disruptions, and while there are some exceptions to the regulations, most brokers stop regular retail customers from selling stock short if they can’t obtain shares to borrow.

However, even without a naked short sale, it’s theoretically possible for short interest to exceed 100%. The reason has to do with the nature of the short-sale transaction itself.

As an example, take a situation involving four investors. Annie owns shares of GameStop, and Annie and her broker have an agreement that allows the broker to lend Annie’s shares to short-sellers. It lends them to Bob, who subsequently sells those borrowed shares short in hopes that GameStop’s share price will fall.

An investor named Chris ends up buying those borrowed shares from Bob. However, Chris has no way of knowing that those shares have been borrowed from Annie. To Chris, they’re just like any other shares.

More importantly, if Chris has the same kind of agreement, then Chris’s broker can lend out those shares to yet another investor. Diane, another GameStop bear, can borrow those shares and sell them short.

In this example, the same shares end up getting borrowed and sold twice. The short interest volume these transactions add to the total is twice the number of shares actually involved. You can therefore see that if this happened throughout the market, total short interest would eventually exceed the number of shares outstanding and approach 200%.

This still might seem impossible, and in a sense, it is. But part of the answer lies in the fact that there are investors that don’t currently possess actual shares of GameStop but who have the same economic interest as shareholders. They have the right to get back the shares they lent at any time. When you add together the actual shares plus these “synthetic” positions in the stock, the short interest can’t exceed 100% of that larger total.

4. A Look at Compounders through the Lens of “The Intelligent Investor” – Robert Vinall

I expect everyone has a slightly different understanding of what the term “compounder” means, but generally it describes a company that can grow or compound earnings by reinvesting capital (not by raising external capital). Compounders are likely to share some or all of the following characteristics.

1. High returns on capital;
2. Profitable (on an underlying, not necessarily reported basis);
3. Large Total Addressable Markets (“TAMs”);
4. A growing competitive advantage;
5. A strong culture characterised by humility and adaptability (essential to overcome growth pains);
6. A founder who likely embodies these values;
7. And predictable, better still, recurring revenues.

This is not a definitive list, and different companies will have these qualities in different quantities, but it gives a sense of what I am driving towards. Google most certainly is a compounder; Deutsche Bank probably is not…

…Graham did not write, to my knowledge, about compounders, but he did write about what he termed “growth stocks”. He defined growth stocks as follows:

“A growth stock may be defined as one that has done this in the past and is expected to do so in the future.”

This description falls somewhat short of my definition of a compounder above; however, many of today’s compounders have certainly done well recently and look set to continue to do so in the future. I feel fairly sure that Graham would identify today’s compounders as growth companies. For the remainder of this memo, I will use the terms “compounders” and “growth companies” interchangeably, notwithstanding the obvious definitional differences.

Graham was a well-known sceptic of growth companies. In Chapter VI of “The Intelligent Investor”, Graham asks rhetorically why not simply buy the most promising-looking growth companies and let the cash roll in? Consider his response:

There are two catches to this simple idea. The first is that common stocks with good records and apparently good prospects sell at correspondingly high prices. The investor may be right in his judgment of their prospects and still not fare particularly well, merely because he has paid in full (and perhaps overpaid) for the expected prosperity. The second is that his judgment as to the future may prove wrong. Unusually rapid growth cannot keep up forever; when a company has already registered a brilliant expansion, its very increase in size makes a repetition of its achievement more difficult. At some point the growth curve flattens out, and in many cases turns downward.

Graham’s scepticism is routed in three main objections. First, few companies can sustain their growth, i.e., genuine growth companies are rare. Second, the analyst’s judgement about a company’s long-term prospects is often flawed, i.e., there are lots of false positives. Third, growth companies have high valuations, i.e., the positive long-term prospects are already priced in.

The conclusion that generations of value investors have drawn is that investing in growth companies is a mug’s game to be avoided at all costs. This is without question Graham’s opinion too; however what people miss is that his scepticism was clearly routed in the context in which he was investing. Based on the opportunity set he saw – and extensively documented in “The Intelligent Investor” – he thought the odds of successfully investing in growth companies were poor. This being the case, is it any wonder he was sceptical about doing so?

In my view, the lesson to be derived from “The Intelligent Investor” is not that investing in growth does not work, but that every generation of investors needs to figure out for itself what the odds of it working are. Graham’s approach offers an excellent framework to figure out just what those odds are.

5. Type I and Type II Charlatans Ben Carlson

Pockets of the market are flirting with silly territory.

SPACs, IPOs, and electric vehicle companies are all sprouting up like weeds.

I’m not intelligent enough to sort through the winners and losers in these areas but the fact that there are currently winners means there will be a flood of losers to follow. That’s how these things work. When speculative investments are in demand, the supply ramps up to meet it.

And many of those losers will be pushed relentlessly by hucksters and charlatans who flock to rising markets like me to a new Tom Cruise movie.

Charlatans tend to flourish when some or all of the following characteristics are present:

  • When there’s an “expert” with a good story
  • When greed is abundant
  • When capital becomes blind to risk
  • When individuals begin taking their cues from the crowd
  • When markets are rocking
  • When innovation runs rampant…

…Type I charlatans are the visionaries who are more or less sincere but wind up ruining their investors anyway because they take their ideas to the extreme or fail to account for the unintended consequences of their ideas.

These false-positive charlatans are so passionate that it becomes difficult for their victims to see any downside. When you combine intellect, passion, and people in search of money and/or power, it’s easy to become blinded to potential risks.

And once a Type I charlatan gets a taste of success, it’s tough to pull in the reins when things go wrong.

Type II charlatans are the out and out fraudsters who blatantly set out to take people for all they’re worth. These hucksters are only interested in making as much money as possible and don’t care who gets hurt in the process.

These charlatans are false negatives because they lie to persuade you to part with your money. It’s difficult to see through this type of charlatan because they know exactly how to sell you. They understand human behavior and tell you exactly what you want to hear.

They move the goalposts and shift the blame when it appears they’re wrong and understand how to massage your ego to keep you in line.

Bernie Madoff is a type II.

Elizabeth Holmes likely started out as a type I and slowly morphed into a type II once she realized Theranos was never actually going to happen.

6. Twitter thread on mental models learnt from Tobi Luetke, Shopify’s CEO – George Mack

LUTKE LEARNING 1 – OPERATE ON CROCKERS LAW

Crocker is a Wikipedia editor who asked people to NEVER apologise about editing his pages.

He just wanted them to focus on making his pages BETTER.

He took 100% responsibility for his mental state. If he was offended, it’s his fault.

“Just give me the raw feedback without all the shit sandwich around it.” – Tobi 

“Feedback is a gift. It clearly is. It’s not meant to hurt. It’s meant to move things forward, to demystify something for you. I want frank feedback from everyone.” – Tobi

“If I’m insulted it’s because my brain made a decision, to implant in my memory and thoughts the idea of being insulted by that person…

I did that under my own volition. It was my own choice. My brain has assigned the power to the other person” – Tobi referencing Aurelius

LUTKE LEARNING 2 – ALWAYS BE A STUDENT TO FIRST PRINCIPLES

Tobi’s most consistent used mental model throughout his interviews is:

Global Maximum > Local Maximum

Local Maximum = Optimising a cog in the machine

Global Maximum = Optimising the machine itself

Tobi’s favorite example of FIRST PRINCIPLES is a Truck driver.

His truck was sat still for 8 HOURS on THANKSGIVING waiting for his cargo to be unloaded when he realized…

“Why not take the WHOLE trailer off the back of my ship rather than unloading + reloading each item?”

This Truck driver was called Malcolm McLean

His first principles approach created the SHIPPING CONTAINER

The results?

Global shipping costs went from $6 a tonne to $0.16 a tonne Exploding head

The most underrated entrepreneur of the last century AND the godfather of modern global trade.

7. Buried in Reddit, the Seeds of Melvin Capital’s Crisis – Michelle Celarier

For months, retail investors posting on a Reddit forum were broadcasting their intentions to take down a prominent, but reclusive, hedge fund called Melvin Capital — and doing so by buying call options on video game retailer GameStop, a stock in which Melvin had disclosed a big short bet…

…The effort to take down Melvin appears to have started late last year, and by mid-January, short sellers began noticing spikes in the price of GameStop. They suspected someone was covering — well-known short sellers Jim Chanos and Andrew Left were known to be short GameStop and had tweeted about the company.

But it wasn’t either one of those men who had earned the most ire of a popular Reddit forum, WallStreetBets, whose description reads, “like 4Chan found a Bloomberg Terminal.”

These retail investors had taken aim at Melvin, a fund headed by Gabriel Plotkin, a former portfolio manager with Steve Cohen’s SAC Capital. Cohen’s successor firm Point72 had more than $1 billion invested in Melvin’s fund, according to the Wall Street Journal.

About two months ago, a Reddit user called Stonksflyingup posted a video, with the title “GME Squeeze and the Demise of Melvin Capital” — with trial scenes from the miniseries “Chernobyl” superimposed with text asserting that “Melvin Capital got too greedy,” as well as an explanation of how a short squeeze can occur. The clip concluded with a photo of an explosion with the words “Melvin Capital” splashed across it. 


Disclaimer: The Good Investors is the personal investing blog of two simple guys who are passionate about educating Singaporeans about stock market investing. By using this Site, you specifically agree that none of the information provided constitutes financial, investment, or other professional advice. It is only intended to provide education. Speak with a professional before making important decisions about your money, your professional life, or even your personal life. Of all the companies mentioned, we currently have a vested interest in Alphabet (parent of Google) and Shopify. Holdings are subject to change at any time.

My Preferred Way

There are many different ways to invest in the stock market. There’s no right or wrong.

There are many ways to make money in the stock market. There’s no right or wrong.

But given all that is going on in the markets at the moment (Game… *cough*… something… *cough*… Stop…), I had the sudden urge to share my preferred way of operating in the stock market.

I gain joy from the growth in value created by companies that are making the world smarter, healthier, happier, and richer (in any combination), by being a steadfast long-term owner of their shares.

(The Motley Fool deserves a big hat-tip for the statement just above. The Fool’s purpose is to make the world smarter, happier, and richer.)

I don’t want to profit by selling a hot potato to a greater fool so that I would not be the one “left holding the bag,” even if I know the hot potato is very much in demand. I simply derive no joy in doing so.

What’s your preferred way to operate in the stock market?

The Sources of Cheap Capital And Why It Matters

Having access to cheap capital is a huge competitive advantage that is often overlooked by investors. Here’s how and why it matters.

The company with the deepest pockets often wins.

Having more money than your competitors can further your technology advantage, allow you to market more aggressively to get a stronger network effect, or simply to scale up production more quickly.

This is why founders can be found scrambling around Silicon Valley trying to raise capital. But raising capital is not reserved solely for privately held startups. 

In fact, many fast-growing public companies are increasingly looking for ways to raise capital cheaply, be it through debt or secondary equity offerings.

Raising capital through secondary equity offerings

One of the more common ways to raise money in today’s market is through a secondary offering. A secondary offering is simply the sale of new shares to investors by an already public-listed company. This is especially appealing for a company when its stock price has increased to a lofty valuation, a likely phenomenon for tech stocks in today’s market.

We need to look no further than one of 2020’s hottest stocks, Tesla Inc (NASDAQ: TSLA). The electric vehicle company took advantage of its rising stock price to raise money no less than three times last year. Tesla first raised US$2 billion in February at a split-adjusted share price of around US$153. It quickly followed that up in September and December, raising another US$5 billion each time as its share price soared.

Despite raising around US$12 billion in capital through secondary offerings in 2020, Tesla’s effective dilution to shareholders was likely less than 5% from all the offerings combined. This is a huge advantage that Tesla has over its competitors. 

The leading electric vehicle company now has deeper pockets, giving it the ability to scale production faster and to invest more to improve its battery and software technology. 

Tesla is not the only company that has taken advantage of soaring stock prices. Singapore’s e-commerce and gaming company, SEA Ltd (NYSE: SE), and communications API leader, Twilio Inc (NYSE: TWLO), are just two other examples of prominent large companies that have pounced on their soaring share prices to raise relatively inexpensive capital through secondary share offerings.

Debt markets

Another way to raise money is through the debt markets. Rather than diluting shareholders, bond offerings and bank loans are another way to raise capital. 

Even though companies incur interest expenses and will eventually need to pay back their creditors, debt does not dilute shareholders. In addition, the current low-interest-rate environment enables companies to issue bonds or take up loans at very competitive rates.

Netflix Inc (NASDAQ: NFLX) is an example of a company using the debt market effectively. In the past few years, Netflix’s operating cash flow was negative, as it was spending heavily on content creation. As such, the company needed more capital. Netflix CEO Reed Hastings and his team decided that rather than dilute shareholders through equity offerings, it would issue high yield bonds to pay for its expenses. The result was that the company managed to get the required capital, whilst not diluting existing shareholders. 

Although Netflix’s balance sheet may look weak because of the debt, the streaming giant has a clear path to free cash flow generation and should be able to start paying off some of its debt this year.

Over the longer term, Netflix shareholders could start reaping the returns of management’s careful planning and the fact that they were not diluted from Netflix’s debt offerings.

A mix of both?

So far I have discussed companies that have raised capital through secondary share offerings and debt. Another way for companies to raise capital is through an instrument that could be considered a mix of both – and it may be the best way to raise capital.

Convertible bonds are bonds that can be converted to shares at a certain date or when a certain event occurs. These bonds tend to have very low coupon rates and if converted, are usually done so at a large premium to current share prices.

For instance, leading website creation company, Wix.com Ltd (NASDAQ: WIX) raised US$500 million in August 2020 by issuing convertible bonds that are due in 2025.

Get this. The bonds have a 0% coupon, meaning that Wix does not pay any interest to bondholders. On top of that, these bonds convert to Wix shares at a whopping 45% premium to Wix’s last reported share price prior to the announcement of the sale of the bonds.

As such, if the bonds do get converted to shares, the amount of dilution is lower than if the company simply offered a secondary offering which is usually priced at a discount to current share prices.

Why then would anyone want to buy such an instrument? Personally, I much rather buy equity directly than to own convertible bonds. Nevertheless, convertible bonds do serve a purpose for more risk-averse investors.

First of all, bondholders will get their principle back even if the company’s shares fall below the conversion price. They also have a more senior right to the company’s assets should the company run into financial trouble – this provides additional downside security for investors. The convertible aspect of the bonds also offers bondholders “equity-like” upside if Wix’s share price rises beyond the conversion price. However, bondholders are paying a huge premium for the hedge, which I personally would not want to do for my portfolio.

Closing words

The ability to raise capital cheaply is a competitive advantage for a company that is often overlooked by investors.

Having deep pockets could give companies a leg up against their competition in a time when scale and technology are increasingly important.

Shareholders may sometimes frown on companies that are issuing new shares or taking on more debt. But if the company uses its newfound financial muscle to good effect, the new capital could be the difference between emerging a winner or ending up as an obsolete wannabe.

Disclaimer: The Good Investors is the personal investing blog of two simple guys who are passionate about educating Singaporeans about stock market investing. By using this Site, you specifically agree that none of the information provided constitutes financial, investment, or other professional advice. It is only intended to provide education. Speak with a professional before making important decisions about your money, your professional life, or even your personal life. I currently have a vested interest in the shares of Tesla, Twilio, Netflix, and Wix.com. Holdings are subject to change at any time.

What We’re Reading (Week Ending 24 January 2021)

The best articles we’ve read in recent times on a wide range of topics, including investing, business, and the world in general.

We’ve constantly been sharing a list of our recent reads in our weekly emails for The Good Investors.

Do subscribe for our weekly updates through the orange box in the blog (it’s on the side if you’re using a computer, and all the way at the bottom if you’re using mobile) – it’s free!

But since our readership-audience for The Good Investors is wider than our subscriber base, we think sharing the reading list regularly on the blog itself can benefit even more people. The articles we share touch on a wide range of topics, including investing, business, and the world in general.

Here are the articles for the week ending 24 January 2021:

1. The Best Investors of All Time – Chris Mayer

Who are the best investors of all time?

You probably thought of Warren Buffett or Peter Lynch or John Templeton or other renowned money managers, past and present.

But did you think of the Walton family, the Rales brothers or Jeff Bezos?

Why not?

Yes, we tend to think of them as entrepreneurs. But they do own stakes in public companies just like any of those other investors. In this case, the public companies are Walmart, Danaher and Amazon, respectively. The returns on these stocks have been, well… let’s just say they would be the envy of nearly any traditional money manager you care to name…

…Pabrai mentioned how Sleep told him the best investors were entrepreneurs who kept stock in their businesses. If we want the best returns, why don’t we adopt the same approach as these people? Why bother with economists, Fed watching, sell-side analysts, quarterly earnings, etc. etc.? Why bother with “taking profits” “trimming the position” and the like?

I love this message and I have talked and written about it before myself. In my book 100 Baggers, I note how many of these great stocks also have a person’s name attached to them that is almost synonymous with the business — so much so that all I have to do is drop the name and you can think of the company. (I say “Bill Gates” and you say…)

As Pabrai said, no professional investor held Walmart from the IPO to, say, even 1985. We don’t know for sure, perhaps somebody did. But the point is the vast majority clearly did not. Many investors bought and sold Walmart over that time frame. Surely they would’ve been better off just sitting on the stock — as the Waltons did.

2. The Debt Question Facing Janet Yellen: How Much Is Too Much? – Kate Davidson and Jon Hilsenrath

A big question hangs over Janet Yellen this week at her confirmation hearing to become U.S. Treasury secretary: How much debt is too much?

In the past four years, U.S. government debt held by the public has increased by $7 trillion to $21.6 trillion. President-elect Joe Biden has committed to a spending program that could add trillions more in the year ahead. At 100.1% of gross domestic product, the debt already exceeds the annual output of the economy, putting the U.S. in company with economies including Greece, Italy and Japan.

When Ms. Yellen served in the Clinton administration as Chairwoman of the White House Council of Economic Advisers, she was among those who pushed for a balanced budget. Today, she has joined, cautiously, an emerging consensus concentrated on the left that more short-term borrowing is needed to help the economy, even without concrete plans to pay it back.

Central to the view is the expectation that interest rates will remain low for the foreseeable future, making it more affordable to finance the borrowing.

The Biden administration will now contend with progressives who want even more spending, and conservatives who say the government is tempting fate by adding to its swollen balance sheet. Ms. Yellen’s challenge, if confirmed, will be to keep Democrats together and persuade some Republicans to come along.

Ms. Yellen, who will be a top economic adviser to Mr. Biden, is scheduled to testify Tuesday before the Senate Finance Committee, which will vote on her nomination. She served as top White House economist in the 1990s and Federal Reserve chairwoman in the 2010s. Confirmation of Ms. Yellen as Treasury secretary would make her the first person to achieve such a trifecta of economic leadership roles.

Ms. Yellen would be managing the nation’s debt when the economic consensus has flipped. In the 1990s, economists argued that surpluses would push down long-term interest rates and encourage private-sector borrowing and investment. Government borrowing, this view held, crowded out the private sector. The strategy seemed to work. The U.S. saw an economic boom, with the longest expansion on record at the time, fueled by technology investment.

After years of low inflation and interest rates near zero, more economists say the government should be borrowing to keep the economy going because the private sector isn’t. With borrowing costs expected to remain low and the pandemic-stricken economy still weak, temporary increases in deficits aren’t only tolerable but desirable if they help strengthen the recovery, the thinking goes.

3. Anti-Usage Products: The Next Generation of SaaS Products – Gabriel Lim

“Hey Gabriel, why did you fill in N/A for Weekly Active Users in your investor report?” “Oh, we are not tracking it.” “Wait, what? Why?”

“You are a SaaS company, and you are not tracking how many of your users are logging into your platform and using it actively?”

“Yeah… here’s the thing – I don’t want people to log into my software.”

“Wait, what?”…

…Josh Elman said that the only metric that matters is how many people are using the product – https://news.greylock.com/the-only-metric-that-matters-now-with-fancy-slides-232474cf414c

This is an old paradigm from 2010 – 2019. It presupposes that if users keep logging in, and performing a certain action, then they are gaining something of value from the product. However, we wanted to break this paradigm.

The paradigm of retention = product engagement.

You see – When a product is able to work fully autonomously, and yet, able to deliver outcomes, user engagement is an anti-pattern. It’s not something that we want to optimize for.

On the contrary, I tell my product team: if our users are logging in too often, it means that our software isn’t autonomous enough, and we have to work harder to sand down the product. This is counterintuitive, and requires a leap of faith. But internalizing this logic helps us to build a better product. A product that is laser focused on solving our customers’ problems, and not faux-engagement.

4. The Bit Short: Inside Crypto’s Doomsday Machine – Crypto Anonymous

There are things in crypto right now called Tethers. To simplify a bit, Tethers are issued by a crypto company called Tether Ltd. — meaning that if Tether Ltd. says you own a Tether, then you do.

Tether Ltd. also says one Tether is worth exactly one US dollar. Can they do that? Well they say they can, because they hold $1 worth of assets for each Tether. But are those assets actual dollars? No, they are not. So what if the assets go down in value? Don’t worry; they will not. Okay, but can we at least see the assets? No, you may not.

Who in their right mind would use something like Tether? Well, the short answer is that many people use Tethers to buy Bitcoin and other cryptocurrencies. The long answer, though, is astounding — but more on that later.

Because Tether sounds exactly like a currency fraud, it may not surprise you to learn that Tether Ltd. is currently under investigation by the Office of the Attorney General for the Southern District of New York. That investigation was announced to the public on April 25th, 2019….

…On January 8th, I saw this post on Hacker News about Tether manipulating the price of Bitcoin. That shook me: I’d assumed Tether had been purged from the crypto markets, yet apparently it was still around. But how much Tether could there really be in the crypto markets? Surely not that much.

Still, I took a look. The answer, I was surprised to see, was a lot.

5. Twitter thread on the top of the oil bubble in 2008 – Sankey Research

Here’s a story about the top of the oil bubble. We were hosting our energy conference in Miami May 2008 with oil at $140/bbl and rising in a four year bull run, with oils crushing the market. I was standing at the bar in the evening speaking to Valero CEO Bill Klesse…

Looking across the bar, I could see there was a fight. Then I could see that it was adjacent to our E&P analyst Shannon Nome, a statuesque Texan blonde, so there was an issue for me directly; my colleague was stepping back on high heels in shock from a major kerfuffle.

Then I could see that two of our clients were fighting, and one staggered away from the other clutching his bleeding face saying “he eye-gouged me!”

Being as we were in a Miami Beach Hotel, one that hosted a week before a “Rap Weekend”, the security was there almost instantly…

…The argument? It was over the then-cult natgas stock, EQT.

Here’s the punchline. They were both bullish.

But Boston long only was not bullish enough for drunk NY Hedge fund guy, and it turns out, at first drunk HF guy was pushing cash into Boston’s top pocket, saying “you don’t know how to run money, here I will give you money” as Boston was nothing like bullish enough on EQT.

6. Twitter thread on useful rules of thumb to help us make decisions George Mack

Bezos’ Razors:

• If unsure what action to take, let your 80-year-old self make it.
• If unsure who to work with, pick the person that has the best chances of breaking you out of a 3rd world prison…

…Luck Razor: 

• If stuck with 2 equal options, pick the one that feels like it will produce the most luck later down the line.

I used this razor to go for drinks with a stranger rather than watch Netflix.

In hindsight, it was the highest ROI decision I’ve ever made…

…Naval’s Razors:

• If you have 2 choices to make and it’s 50/50, take the path that’s more painful in the short term.
• If a task is worth less than your ambitious hourly rate – outsource it, automate it or delete it….

…Taleb’s Surgeon:

• If presented with two seemingly equal candidates for a role, pick the one with the least amount of charisma.

The uncharismatic one has got there despite their lack of charisma.

The charismatic one has got there with the aid of their charisma.

7. The Stock Market is Causing the Bubbles – Michael Batnick

This morning I was thinking about the environment we’re in. As a relatively young person, I’ve never experienced anything like it. So how can I say with a straight face that the stock market isn’t in a bubble? First of all, Tesla isn’t the market. Neither are SPACs. The market is the S&P 500.

The S&P 500 is rising, but not at the level that would normally be associated with “bubble,” a word that gets used way too frequently. A bubble is when investor behavior and fundamentals become completely detached from reality, all but ensuring the bubble’s popping.

Let’s look at behavior, or price. The stock market is not going parabolic. The S&P 500 is up 3.6% over the last 30 days, which is in the 76th percentile going back to 1950. Warm? Sure. Hot? Not really.

A quick look at fundamentals also doesn’t support the bubble argument. At 33x earnings, you could make the case that there is froth in the top 10 stocks. I wouldn’t argue.

But what about the other 490 companies whose stocks trade at 19.7x earnings? Cheap? No. Bubble? Come on.

There is exuberance in certain areas of the market. There can be no denying it. So the question is, how long can this go on before it infects the overall market? Actually, this might be backwards. I think some of the froth in the top 10 names, given their size, are causing all of the exuberance that we’re seeing. There is reflexivity at work, circular relationships that are causing a feedback loop.

In my opinion, there is not a bubble in the index, but there are bubbles inside of it and around it, which are being caused by froth at the top of the index itself.


Disclaimer: The Good Investors is the personal investing blog of two simple guys who are passionate about educating Singaporeans about stock market investing. By using this Site, you specifically agree that none of the information provided constitutes financial, investment, or other professional advice. It is only intended to provide education. Speak with a professional before making important decisions about your money, your professional life, or even your personal life. Of all the companies mentioned, we currently have a vested interest in the shares of Amazon. Holdings are subject to change at any time.

The Unique Ingredient of Haidilao’s Success: Love

All of Haidilao’s success can perhaps be boiled down to something simple: Its founder Zhang Yong’s magnainomous love toward his fellow man.

Note: This article was first published in MOI Global’s website. MOI Global is a community of thoughtful investors that was created by its chairman, John Mihaljevic. I wrote this piece as part of my presentation for the currently on-going Best Ideas 2021 Conference organised by MOI Global.


I’m thrilled to have the opportunity to present at Manual of Ideas’ upcoming Best Ideas 2021 online conference. The company I’ll be discussing is the Hong Kong-listed and China-based Haidilao (HK: 6862). This article you’re reading now is a short introduction to Zhang Yong, Hadilao’s co-founder and current leader.

What I want to do is to present translations of some of my favourite passages from a 2011 book on Zhang Yong and Haidilao. The book is in Mandarin and is titled “海底捞,你学不会.” Iin English, it means “You Can’t Copy Haidilao”.

First, some background

Hotpot is a popular meal among the Chinese. It involves people – often friends and family – sitting around a big pot of flavourful boiling broth to cook by dipping food items into the broth. Haidilao’s business lies in running its namesake chain of hotpot restaurants. At the end of 2019, the company had 716 restaurants in China and another 52 in other countries and territories around the world, including Australia, Hong Kong, Japan, Singapore, the United Kingdom, the United States, and more. 

I run Compounder Fund together with my co-founder Jeremy Chia and it has a position in Haidilao. Compounder Fund invests mainly in companies that we think can compound the value of their businesses at high rates over the long run (hence the name Compounder Fund!). To us, such companies tend to have the following traits: 

  1. Revenues that are small in relation to a large and/or growing market, or revenues that are large in a fast-growing market
  2. Strong balance sheets with minimal or reasonable levels of debt
  3. Management teams with integrity, capability, and the ability to innovate.
  4. Revenue streams that are recurring in nature, either through contracts or customer-behaviour
  5. A proven ability to grow
  6. A high likelihood of generating a strong and growing stream of free cash flow in the future

We spend a lot of time looking at a company’s leadership. This is because of our belief that, in nearly all cases, a company’s leadership is the source of its competitive advantage (if any). A company’s current competitive advantage is the result of management’s past actions, while a company’s future competitive advantage is the result of management’s current actions. We study a company’s compensation structure, related-party transactions, and insider ownership to assess integrity. For capability and innovation, we think about how a company has grown its business over time and what really excites us are business leaders who have a unique way of looking at the world.

Zhang Yong is one such exciting business leader, in our view. “You Can’t Copy Haidilao” is written by Huang Tie Ying, a professor at Beijing University. The book is written from Huang’s point of view and it discusses the highly unusual way that Zhang runs Haidilao. It helped us to understand that while Zhang is not perfect, he has an immense kindness and love toward his fellow man, and an unwavering belief in the good of humankind. He had infused these qualities into Haidilao and it had helped him to develop employees who deliver extraordinary service to customers from the heart. And it is this genuine commitment to exemplary service from Haidilao’s frontline service staff that has propelled the company’s growth.

We invested in Haidilao before we came across Huang’s book. But we already saw strong signs that Zhang was unique. For instance, Haidilao’s 2018 IPO prospectus mentioned:

  • The company has industry-leading compensation for employees among all Chinese cuisine restaurants in China.
  • Restaurant managers are primarily evaluated based on customer satisfaction
  • Nearly all of Haidilao’s restaurant managers started working for the company in non-managerial positions (such as waiters, bussers or janitors) and steadily rose through the ranks
  • Restaurant managers share in the profits of the restaurants they manage, but that’s not at all – they enjoy an even larger share of the profits from restaurants that are managed by their first and second-generation mentees 

We cannot confirm if the Haidilao described in “You Can’t Copy Haidilao” is still the same today. But there are also no strong reasons for us to believe that the current Haidilao has completely warped. The hotpot business is not complicated. You do not require a chef in the shop, so nearly anyone can run a hotpot restaurant. It also means that competition is tough. But Zhang Yong has grown Haidilao’s revenue to RMB 26.6 billion (around US$3.98 billion) in 2019, up 56.5% from 2018. Profit was up 42.3% in the same year to RMB 2.3 billion. The company is today a truly massive and global business – when Huang wrote his book, Haidilao was only in China. 

We live in Singapore, so we’ve dined in Haidilao’s restaurants and those of its competitors on many occasions. As much as its competitors try to copy the form of Haidilao’s service, they can’t seem to get its substance. And we think there’s only a tiny sliver of a chance that Haidilao’s competitors can ever truly imitate the company. This is because Haidilao’s substance comes directly from Zhang Yong’s worldview, and it is something unreplicable, since no two humans are ever identical. 

We hope you’ll enjoy the translations I’ve made from “You Can’t Copy Haidilao”. I wanted to do this because I think there’s plenty that we, as investors, can learn from Zhang Yong. I am fortunate to be able to read Mandarin and understand the book’s content (just please do not ask me to speak or write about business in Mandarin!) so I want to pay it forward by introducing the book to the English-speaking world.

And three more things: (1) I want to stress that the translations are my own self-directed attempt, so all mistakes in them are my sole responsibility; (2) I hope I’ve managed to capture Huang and Zhang’s ideas well; and (3) I look forward to sharing more about Haidilao during the conference. Now onto the translations!

Translation: On providing legendary service

Even someone who has worked in Haidilao for only a day would know an aphorism of Zhang Yong’s: “Customers are won table by table.”

Why do we have to win customers table by table? Because every customer in a hotpot restaurant is there for a different reason. Some are couples on a date, some are there for a family gathering, while some are having business dinners. What every customer needs will be different, so how you move each customer’s heart will not be the same.

Zhang Yong has performed every single task that’s required in a hotpot restaurant… He knows that customers have a wide variety of requests. If you strictly follow standard operating procedures, the best result you can hope for is for your customers to not fault you. But you will never be able to exceed their expectations and delight them. For example, no restaurant’s operating procedure will include a free shoe-shining service.

In the early days after Zhang Yong opened his first hotpot restaurant, there was a familiar face who visited. Zhang Yong realised that the shoes of this old friend were very dirty, and so he arranged for an employee to clean the friend’s shoes. Zhang Yong’s little act moved his friend deeply. Ever since, Haidilao has provided free shoe-cleaning services at its restaurants. 

A lady who stayed above a Haidilao restaurant once ate there and praised its chili sauce. The next day, Zhang Yong brought a bottle of the sauce to her and told her that Haidilao would be happy to send her a bottle any time she wants to have it. 

These are the roots of Haidilao’s extreme service standards.

But these differentiated services can only come from the creativity of every employee’s minds.

Having processes and systems are critical when running chain restaurants… Processes and systems can ensure quality control, but human creativity is suppressed at the same time. This is because processes and systems overlook a human’s most valuable asset – the brain.

Requiring employees to strictly follow standard operating procedures means you’re hiring them only for their hands, and not their minds. You suffer the worst losses in such business deals. This is because humans are the worst “machines” – there’s no way a human can be better than a machine at repetitive actions. The most valuable part of a human is the brain. The brain can create and solve problems that processes and systems can’t!

The goal of providing world-class service is to satisfy customers. Since each customer has different preferences in the process of consuming a hotpot meal, it’s not possible to fully rely on SOPs to achieve 100% satisfaction….

… If some customers do not enjoy a free bowl of soya milk and sour plum soup, can we give them a bowl of chicken egg porridge instead? Even if we normally charge for this porridge, an elderly person with weak teeth who receives it for free may remember this considerate act for life!

A customer craves ice cream – can the restaurant’s waiters leave their station to purchase the ice cream from a neighbouring shop? A customer realises he has overordered – can he return a plate of vegetables? A customer wants to enjoy more variety – can she order half-portions? A customer really likes the dining aprons that the restaurant provides guests – can the customer bring one home for her child? 

When faced with these requests that are not included in SOP manuals, most restaurants will just say “No.” But at Haidilao, the waiters are required to exercise their creativity: “Why not?”

I grabbed a few stories from Haidilao’s internal employee magazine to highlight the company’s incredible service standards…

… Zhang Yao Lan from Haidilao’s third Shanghai restaurant says:

“Business was exceptional on a Saturday night. At 7:30pm, the Yu family visited the 3rd room… They ordered quail eggs and as I helped them cook the eggs in the hotpot, I noticed that Aunty Yu ate all the radish strips that came with the eggs. 

I figured that Aunty Yu loves radish strips. So I called the kitchen to prepare the plate of radish strips and I added my own special concoction of sauces. The Yu family were really surprised when I served the radish and asked if they had ordered the dish. I said that it’s a gift from me because I guessed that Aunty Yu likes eating radish strips and that I hope they like it… 

…They were really happy and praised me as they dug into the dish. They even asked how the dish was made… The following month, the Yu family came three times, and even brought their friends (with surnames of Cai and Yang) to Haidilao. See, how magical a plate of radish strips is – it’s helped me win so many customers!”

Translation: On winning over the hearts of employees (and more on providing legendary service)

Zhang Yong was once a waiter. So he understands that every employee is critical in ensuring the delivery of truly outstanding service. Haidilao’s employees are given the freedom to exercise their creativity and even make small mistakes – Haidiao can really touch the hearts of customers only if the company gets the short end of the stick at times.

But this is easier said than done. Haidilao’s employees have travelled far from home and come from villages that are mired in poverty. They have little education, have not seen much of the world, and are often looked down upon, resulting in an inferiority complex. How can Haidilao drive such employees to develop the initiative to provide excellent service for customers?

Zhang Yong said: “The hotpot business requires very little skill… Anyone can do it after some light training if they are willing. The key though, is the willingness. Waitressing is a physically demanding job with low social status and benefits. Most waiters don’t perform well because they had no other choice other than to take up the role. So to ensure that waiters can excel in their role, the focus should not be on the training methods. Instead, it should be on how to develop the willingness in people to take up waitressing jobs. If your employees are willing to work diligently, you win!”

I asked Zhang Yong: “Can you find me a boss who does not want hard working employees? This is the Himalayas for every boss in the world. But it’s rare for any leader to achieve this.”

Zhang Yong replied: “I think that humans have emotions. If you treat somebody well, he or she will treat you well in return. As long as I can find ways to let my employees think of Haidilao as their home and family, my employees will naturally care for our customers.”…

…How can Haidilao get its employees to think of the company as family?

To Zhang Yong, the answer is simple – treat your employees as family. If your employees are your siblings and they have travelled afar to Beijing to work for you, would you house them in underground basements that most people in Beijing are not willing to live in? Of course not. If you have the resources, you wouldn’t bear to let your family members stay in a place that’s humid and lacks proper ventilation. But for many restaurant owners in Beijing, they house their employees in underground basements while they themselves live above ground. 

Haidilao’s employees get to stay in proper housing, with similar living conditions to the locals in Beijing. There are heaters and air conditioning, and Haidilao ensures that there’s no overcrowding. In addition, each hostel has to be within a 20-minute walking distance to the restaurants that the employees work in.

Why? This is because Beijing’s traffic system is complex. Restaurant staff members work long hours, and as young adults, they require ample sleep. Because Haidilao is picky about where its employees stay, there are only a few suitable locations that also happen to be desirable among the locals in Beijing. This has caused some haughty locals in the city to be unhappy. 

There’s more. Haidilao also has specialised employees who take care of the hostels’ housekeeping needs. There’s free internet, TV, and phones too. Haidilao’s employees state that their hostels are akin to hotels with “stars”!

Getting employees to treat your company as family is not as simple as just repeating some words or educating them. Humans are intelligent – your actions will show what you truly mean. Haidilao’s employees come from poor villages. During Beijing’s cold weather season, Haidilao issues hot-water packets to keep these employees’ blankets warm. For some Haidilao restaurants, there are even employees in the hostels who come in the night to fill up the packets with hot water. Isn’t this something that only mothers will do?

If your siblings travel from your village to work in the city, you’ll naturally be worried that they won’t be familiar with traffic and that they will be looked down upon by city folks. Because of this, Haidilao’s training program also includes soft skills such as map reading, how to use flush toilets, how to navigate the transport system, how to use bank cards etc… 

…If your siblings have travelled somewhere far to work, what would happen to their children’s education? Haidilao set up a boarding school in Jianyang, Sichuan, for the children of the company’s employees.

Haidilao does not just take care of its employees’ children, it also cares for its employees’ parents. Haidilao provides a monthly stipend (a few hundred RMB) to the parents of employees who hold the rank of foreman and upwards. Every parent would want a capable child. Homecoming opportunities for Haidilao’s employees are rare. But Haidilao’s monthly stipend gives the parents of these employees a regular opportunity to feel pride for their children. Chinese people are stingy, the villagers even more so. Despite feeling pride, the villagers would only say: “My child is fortunate to have found a good company where the boss treats them as brothers!” No wonder Haidilao’s employees all affectionately call Zhang Yong, “Big Brother Zhang.”   

Translation: On extreme trust for employees

What does it mean to respect people? Does it mean you have to bow to your boss or cheer for your superiors? This is not respect for people – this is only respect for status and power. Respecting people means trusting them.

If I trust your ethics, I would never guard myself against you. If I trust your ability, I would entrust important tasks to you. This is what it means to respect someone! When a person is trusted, a sense of responsibility would arise within. When an employee is trusted, he can treat the company as family.

At Haidilao, employees are not only treated better than at other restaurant companies, but they are also trusted by the company. 

To treat employees as family is to trust them like you trust your family members. You have to show through actions that you trust someone – words are not enough. The only sign of trust is to confer authority. If your birth sister’s helping you to purchase your daily vegetables and meats at the market, would you send someone to supervise her? 

Of course not. So at Haidilao, any expenditure above RMB 1 million will require Zhang Yong’s approval. Anything lower than RMB 1 million is the responsibility of the vice president, finance director, and regional manager. Sectional managers and the heads of the Purchasing and Engineering departments have the authority to sign off on expenditures of up to RMB 300,000, while restaurant leaders can do so up to RMB 30,000. It’s rare to find private sector enterprises that have the confidence to delegate authority to such an extent.

What Haidilao’s peers find the most unbelievable about Zhang Yong is the trust he has in his frontline service staff. Even Haidilao’s ordinary frontline service staff have the power to give customers partial to full discounts without having to seek approval from their superiors. As long as the service staff think it’s appropriate to discount a dish or provide a free dish (or even an entirely free meal), they can do so. This authority means all of Haidilao’s employees – regardless of rank – are effectively managers, because such authority is usually reserved only for managers at restaurants.

In the spring of 2009, I invited Zhang Yong to give a lecture to MBA students in Beijing University. A student asked: “If all your staff can give full discounts for meals, will there be cases where rogue employees provide free meals to their own family and friends?”

Zhang Yong asked the student instead: “If I give you this authority, will you do it?”

The entire class of more than 200 students fell silent. Indeed, with our hands on our hearts: Will you bear to betray such trust in you?

The truth is, the vast majority of people know deep in their hearts that kindness needs to be repaid and they would not betray the trust that others have placed with them. 

Having been a frontline service staff, Zhang Yong understands this logic: If he wants to utilise the minds of his employees, he needs to give them authority. This is because the satisfaction of customers actually rests entirely in the hands of his frontline service staff. It is after all his frontline service staff who interact with customers from the moment they step into the restaurant till they leave. If a restaurant’s manager has to be consulted before a frontline service staff can solve any unhappiness a customer experiences at the outlet, the process itself will only vex the customer further.

Humans are often worried when they’re waiting for a problem to be resolved. So the only way to solve customer-unhappiness at scale is to give frontline service staff the power to deal with problems. More importantly, it is the frontline service staff who best know the whims and fancies of customers. They are the ones who can touch the hearts of customers table by table.

Translation: On treating employees the right way

Zhang Yong has an unwritten rule within Haidilao. And because he is the unquestioned leader of the company, the people within Haidilao believe his words.

He said: “Anyone who has been a restaurant leader at Haidilao for at least a year will receive a “dowry” of RMB 80,000 if they leave the company for any reason.”

I asked: “Even if they’re being poached by competitors?”

Zhang Yong responded: “Yes”

“Why?” His answer completely took me by surprise.

Zhang Yong explained: “The work in Haidilao is incredibly tough. Anyone who can rise to the rank of restaurant leader and above has already contributed significantly to the company.”

In fact, many of Haidilao’s leaders clock in overtime for extended periods and this takes a significant toll on their physical and mental health. Many of them are riddled with health issues even at a young age. Haidilao’s procurement head, Yang Bin, once set a record in 2004 by working for 365 days straight. 

Zhang Yong said: “Every Haidilao leader deserves credit for building Haidilao to what it is today. So we should give people what they deserve when they leave for any reason. If a sectional manager leaves, we provide a reward of RMB 200,000. If a leader with the title of regional manager or higher leaves, the gift will be a ‘hotpot restaurant’ – that’s around RMB 8 million in value.”

I asked, somewhat in disbelief: “If Yuan Hua Qiang [a leader in Haidilao with significant importance] is poached, you will reward him with RMB 8 million?”

“Yes, if Yuan Hua Qiang wants to leave today, Haidilao will reward him with RMB 8 million,” Zhang Yong said gently and plainly, while lowering his head as though deep in thought.

Even though I know Zhang Yong wants to win over every talented individual he encounters, this policy of his is highly unusual – not many will dare to implement it. It seems like if you’re not trying to be different and do what others won’t, you can’t ever win – but even if you do, it does not guarantee success! Zhang Yong walks the extreme path….

…When Haidilao first entered Beijing, the journey was rough. The company fell for a scam in its first real estate deal and lost RMB 3 million. At that time, it was all the cash that Haidilao had. 

“Did you manage to find the culprit?” I asked Zhang Yong.

“So what if we had found him? There was even a retired judge in the group of scammers. We simply were not aware that we had fallen into a trap.”

I continued to ask: “Did you scold anyone after you heard the news?”

Zhang Yong said: “How would I dare to scold anyone?! The Beijing manager was already so anxious that he could not eat for two days. In fact, I did not dare to call him in those few days. I only decided to contact him after I heard that they wanted to kidnap the culprit. I said, are we worth only RMB 3 million? Let’s start doing the real work.”

I followed up: “Did you really not blame him, or feel any pain?”

Zhang Yong replied: “Of course I felt the pain. The sum we lost was all our cash at that point in time. But I really did not blame him. Because if I was the one in Beijing, I would have fallen into the same trap!”

Dear bosses, after reading this, please ask yourself the following: If you had ran into the same situation, would you think this way?

No wonder Haidilao has only ever had to pay its “dowry” to three people in its 10-plus years of operating history, despite having more than a 100 people who qualified for the reward if they had left.

But as a company grows, there will be all kinds of people in it. Haidilao is no exception. Last year, there was a restaurant leader who quit Haidilao to join a competitor who set up shop just opposite her Haidilao outlet. She also brought along her Haidilao restaurant’s kitchen manager, area manager, and other service staff leaders. When she came back to Haidilao to ask for her “dowry,” Zhang Yong refused.

Translation: On priorities

In his 2006 New Year’s address to employees, Zhang Yong said: “If you’re talking to me and your phone rings because your staff is calling you, then you and I will stop our conversation. Your priority should be handling your staff’s issue. If you’re talking to your staff and a customer needs help, you and your staff should end the conversation and focus on the customer’s needs. This is what our list of priorities should look like when I talk about placing customer satisfaction at the centre of what we do. As I grow older, I’ve come to gradually understand the broader meaning of the term “customer” – it includes our employees.

Translation: On evaluating a restaurant business

Zhang Yong has an extremely strange way of evaluating the performance of every Haidilao restaurant. A restaurant’s profit is not part of the assessment criteria that Haidilao’s HQ uses. To add to the weirdness, Zhang Yong does not have any annual company-wide profit targets for Haidilao.

I asked him: “Why do you not assess profits?”

He responded: “Assessing profits is useless because profit is the result of the work we do. If our work is bad, it’s not possible to produce high profits. But if we do good work, it’s impossible for our profits to be low. Moreover, the company’s profit is the end result of all the work performed by various departments. Each department has a different function, so it’s tough to clearly define their contributions. There’s also an element of chance in the profit a restaurant earns. For example, no matter how hard a restaurant leader and his team works, a poorly-located restaurant can’t hope to outperform a restaurant with average-leadership but a superb location. But a restaurant leader and his team have no say in choosing a restaurant’s location. It’s not fair, nor scientific, to insist on assessing a restaurant’s performance based on its level of profit.”

I followed up: “The level of profit depends, at least to some extent, on costs. Each individual restaurant should at least be able to control its costs, right?”

Zhang Yong said:

“Yes that’s right. But in what areas can those below the rank of restaurant leader have the biggest effect? It’s in improving service standards and winning more customers! Lowering costs is not as important as creating more revenue.

As Haidilao started to introduce more SOPs, we also began to assess results more. Consequently, some sectional leaders started to include profit in their evaluation of individual restaurants. When this happened, incidents like the following happened: Brooms for toilets continued to be used even when there were no longer any whiskers for sweeping; the watermelons that we gave to customers for free were no longer sweet; and customers were given towels with holes to dry themselves after using the washroom. 

Why? Because each restaurant has very little control over its own costs. The important cost items in a restaurant – its location, renovation, dishes, prices, and manpower needs – are set in HQ. Rank and file employees can only focus on the little things if you insist on evaluating profit. We noticed this phenomenon before it was too late and promptly stopped using the level of profit as a criterion for performance-assessment. In actual fact, any employee with even a modicum of business sense does care about costs and profits. Even if you merely conduct a basic accounting of profit, everyone is already paying attention to it. So if you make the level of profit a key criterion for performance assessment, it will only magnify people’s focus on profit…

…I asked Zhang Yong: “You do not even look at a restaurant’s revenue when assessing its performance?”

Zhang Yong said: “Yes, our performance criteria does not include profit. But that’s not all. We also do not include revenue as well as other KPIs that are commonly used by restaurant companies, such as spending per customer. This is because these criteria are results. If a business manager insists on waiting for these results to know if the business is doing well or poorly, wouldn’t the food already be cold by the time? Imagine that there’s a polluted river and instead of trying to fix the source of the pollution, you’re only busily filtering, testing, and removing filth downstream. What’s the point?”…

…Zhang Yong said: “Now we only have three criteria for evaluating the performance of each hotpot restaurant. First is the level of customer satisfaction; second is the level of positiveness in the work attitude of employees, and the third is the nurturing of leaders.

I replied: “These are all qualitative criteria. How do you measure them?”

Zhang Yong answered: “Yes, they are all qualitative, so you can only measure them qualitatively. Teacher Huang, I don’t understand why these scientific management tools insist on scoring qualitative things. Let’s talk about customer satisfaction for instance. Do they expect every customer to fill up a survey form? Think about this. How many customers are willing to fill up your form after their meal? Wouldn’t customers’ unhappiness increase if they’re being made to fill up forms? Besides, how believable can a form be if you’re forcing it onto someone? 

I asked: “How then do you evaluate customer satisfaction?”

He said: “We get the direct superiors of restaurant leaders – sectional managers – to conduct frequent yet random visits to the restaurants. The sectional manager and his assistant will communicate at length with the restaurant leader. In what areas have the level of customer satisfaction increased or decreased? Have frequent diners appeared more regularly this month, or less? Our sectional managers were all once frontline service staff who rose to their current roles. They have intimate knowledge when it comes to customer satisfaction.

It’s the same when it comes to employee’s work attitudes. Teacher Huang, if you’re the one doing the assessment, it won’t work. All you’ll see are people running about, with smiles on their faces. But if it’s me, I will be able to tell you: Look at that young chap there with hair that’s too long. This young girl has applied her makeup too sloppily. Some employees’ shoes are dirty. This service staff is standing there in a daze. These are all signs on the level of positivity that employees bring to work, aren’t they?! It’s the same when a restaurant leader assesses his team leaders and when his team leaders assess their team.

I further probed: “So their rewards depend on these qualitative assessments?”

Zhang Yong replied: “It’s not just their rewards. Their promotions or demotions also depend on the three criteria. Think about this. How can most waiters have a positive work attitude if their restaurant leader is an unfair person? And how can customers be happy if they are served by waiters who are not positive at work? The revenue and profit numbers for such a restaurant will definitely be bad. There’s no need to wait for the numbers to be out to replace the restaurant leader or remind him that he needs to change his ways. And even if the numbers are good, it has nothing to do with the restaurant leader. We’ve had cases where we are unable to promote restaurant leaders who run very profitable restaurants. This is because they are unable to groom talent. The moment these restaurant leaders step away from their restaurants, problems occur. For these restaurant leaders, we may even demote them despite the high profits their restaurants are producing.”

Translation: What it means to truly care for employees

In 2006, Haidilao’s directors decided to establish a union. Unions are supposed to belong to employees, but Zhang Yong gave Haidiao’s union a unique mission. During the birth of the union, he said some important things:

“The 11 restaurants we have welcomed 3 million customers last year. The vast majority of these customers visited our restaurants because of the people working in Haidilao. This is proof of the excellent caliber of many of Haidilao’s employees. Since we have so many outstanding colleagues, shouldn’t we group them together, so that we can rely on them to influence even more people to remain at Haidilao and continue working hard (this is Zhang Yong’s purpose for setting up the union)? Because of this, I need the cream of the crop to join the union. The union should be an excellent organisation within Haidilao (Zhang Yong can really innovate!)…

…Every union member needs to understand this simple logic. We’re not caring for our employees to carry out the company’s orders. We’re doing so because we truly understand that we’re all human. And every human being needs to care and to be cared for. This care stems from a belief, and that is “all men are created equal.”

If our union members understand this point, then we’ll know that the union should not only be caring about the little things, such as taking care of employees when they have a small illness. What’s even more important is for the union to provide a platform for them to change their destiny. And to change their destiny is to win more diners for Haidilao with all their might. To open more restaurants so that there are more opportunities for career growth for the people of Haidilao to change their destiny. This is what it really means to care for employees.


Disclaimer: The Good Investors is the personal investing blog of two simple guys who are passionate about educating Singaporeans about stock market investing. By using this Site, you specifically agree that none of the information provided constitutes financial, investment, or other professional advice. It is only intended to provide education. Speak with a professional before making important decisions about your money, your professional life, or even your personal life. I currently have a vested interest in the shares of Haidilao. Holdings are subject to change at any time.

What We’re Reading (Week Ending 17 January 2021)

The best articles we’ve read in recent times on a wide range of topics, including investing, business, and the world in general.

We’ve constantly been sharing a list of our recent reads in our weekly emails for The Good Investors.

Do subscribe for our weekly updates through the orange box in the blog (it’s on the side if you’re using a computer, and all the way at the bottom if you’re using mobile) – it’s free!

But since our readership-audience for The Good Investors is wider than our subscriber base, we think sharing the reading list regularly on the blog itself can benefit even more people. The articles we share touch on a wide range of topics, including investing, business, and the world in general.

Here are the articles for the week ending 17 January 2021:

1. Twitter thread on lessons from running a successful venture capital firm – Frank Rotman

1/26: It’s hard to produce a 3X+ #VC fund.  It’s much harder to do this consistently.  Our first 4 funds are mature enough to know where they’ll end up and all of them will handily beat this benchmark.  I reviewed our portfolio this morning and jotted down 12 notes. 

2/26: Insight 1: It’s more important to be an average investor in a target rich ecosystem than a great investor chasing windmills.  It’s been a great decade for #fintech which made our jobs easier…

…5/26: Insight 2: Winning with consistency requires discipline. Finding breakout winners is everything but how a #VC fund operates determines repeatability. What worked for us: Trusting our own insight, diligence and future casting vs. investing entirely based on team and TAM…

…8/26: Insight 3: Our best investments were in companies or themes that other investors didn’t want to bet on. Being early to a trend or a geo drove returns. Our best investments only looked good to us early on and then suddenly looked good to everyone once they scaled a bit….

…10/26: And price wasn’t what won us deals because were almost never the highest bid.  We obsessed about having a value proposition for Founders that won us the deals we were interested in.  Our 95%+ success rate paired with price discipline drove real economic return.

11/26: Insight 5: When we blindly trusted someone else’s diligence or strayed from what we new well we almost always stubbed our toe. The “hot deal with great lead investor” thesis didn’t serve us well. The farther we strayed from #fintech the worse we did.

12/26: Insight 6: Portfolio construction matters.  You need enough “at bats” in any given fund to give yourself the chance to find breakout winners.  But if you have too many investments you end up spreading the peanut butter too thin and returns will suffer.

13/26: Our first 4 funds consist of roughly 80 companies and ~25% of them will end up returning 5X+.  About half of these will return 10X+.  And 2 will return greater than 100X.  Every fund has between 1 and 3 “return the fund” investments.  N matters…

…17/26: Insight 8: Investments based on anything other than table pounding conviction sucked.  Insider rounds that extended runway sucked.  Investments justified based on their deal structures sucked.  Investments based on “the price reflects the flaws” sucked.

2. Ram Parameswaran – Internet Scale Businesses – Patrick O’Shaughnessy and Ram Parameswaran

So to be clear, when we invested in ByteDance, gosh, four years ago, they did not have TikTok, there was no TikTok. ByteDance is not an application business. What people don’t understand about ByteDance is right now everyone thinks of it as this big consumer phenomenon in the US and in China, but it wasn’t always the case. And it’s important to understand what underlies the business. First of all, the company at its core has the best machine learning and the best personalization algorithms in the world, period. One of the best. Almost to the point of in the Western world, we will call it creepy, but it works really well.

I say this with respect, it felt creepy is when we were in the testing of the old Toutiao application across five or six different phones sitting in our office in Menlo Park. I distinctly remember one of my colleagues telling me, “Man, why are you investing in this piece of crap? It’s just showing me pictures of skimpy women, skimpily clad women?” “What are you talking about? I’m seeing sports.” And it turns out that that guy clicked on a couple of pictures, because it was right there because they’re going to entice you and then the machine went off on a complete tangent of its own, and just kept showing him picture after picture and he’s like, “This is a really crappy product experience.” A couple of clicks took him down the wrong rabbit hole.

But that is what really struck us as, “My God. It’s the personalization algorithm that is so powerful here.” The machine just adjusts to your requests very, very, very quickly. So that’s number one. Number two, people don’t understand the infrastructure and the depth of hardware and software being built inside the organization. This company is one of the biggest buyers of Nvidia GPUs in the world. If you talked to the management team a few years ago, the company they would really idolize is Google. And what is special about Google? Google basically built some of the most incredible internet infrastructure for its own because the technology at the time was not enough to satisfy the volume of search queries being conducted on Google. You’ve heard all the stories about it. At its core, it is a software and machine learning-driven enterprise.

So then the question is, how do they create applications? What’s going to be interesting when ByteDance goes public next year and if you look at this company over the next four or five years is people will not quite know what to make of it. We in the Western world, look at Facebook and say we’ve got four big applications. There we got WhatsApp, Messenger, the Big Blue App, and Instagram. Google has 10 properties, Tencent has two properties. ByteDance will look like one or two properties and a bunch of rats, cats, and dogs.

And the reason why it’ll look like that is I don’t even think, unlike many companies that we’re used to in the US where you got a big visionary leader who has a view on this is the way the world looks like, Zhang Yiming, is what I call is an amazing leader, but he’s got one of the most flexible minds I’ve met in my life. And what I mean by that is, the company is on the constant edge of experimentation. At any point in time, there are probably dozens if not hundreds of experiments being run on what will work.

A couple of years ago when I met them, we were mapping out where can we pull dollars from into advertising? Because what we know is you’ve got these big platforms that scale, but the reality is, if you think about the totality of human knowledge, there are people who love Brazilian Jiu-Jitsu movies in Brazil, and in India, and in Japan and in China. We know people who love Volkswagens in Germany, and in Argentina. If you actually look at the totality of human nature, there are look-alikes in every single part of the world and Zhang Yiming was all about that. How do you unlock knowledge and interest graphs? Which is why every single application on ByteDance is based on removing friction. It is very easy to build a Toutiao piece of text, very easy to build a TikTok video, it’s very easy to do a bunch of other things. So removing friction is important.

The key point here is at any point in time there are hundreds of applications being done. This is why they had a jokes application. At one point they had an application primarily for car enthusiasts because this is all the places in the world where you see look alike audiences in different parts of the world. I cannot tell you with any confidence that I have a view on what the next big app from ByteDance is going to look like. But where we do know that consumers love to spend time is on education and gaming, outside of entertainment. So education, gaming, entertainment, and knowledge. Four places we spend most of our time staring at our phones. Knowledge, TikTok, Twitter, podcasts, entertainment, Netflix. Education, very important, especially post COVID education could be a very important time that people spend money and time. And then it comes to gaming. Gaming is just again, part of entertainment.

So where I think they are going to spend their time is education and gaming, but the reality is, we don’t know what’s actually going to take off till it takes off. It’s a culture of experimentation of once they find that something works and clicks these guys just pour growth marketing dollars on it, and they are willing to spend. In fact, one of the big criticisms of TikTok back in the day is they were spending money to acquire customers. And again, that goes against every framework and every piece of pattern recognition that we have as internet investors. But their genius was to think about consumers as e-commerce entities.

In an e-commerce company, you spend money, you acquire the customer, the customer spends money on the platform. It’s an arbitrage story. And they have the same view, “Well, let’s acquire the customer. But then we’re so good that once we acquire the person, they retain at 40, 50% six months on, and once they’re in, they spend 70 to 80 minutes in the platform, and so they can be monetized at very, very high levels.” That is the interesting part about ByteDance nobody gets, it is this experimentation model, which in three years, we don’t know what they’re going to create, but you kind of know that the culture in the company is based on building the next big thing. Once they find it, they know how to scale. If this company knows one thing well, it’s how to scale independent products.

And number three is, of course, the company always wanted to be a global company. So why that got me very excited early on is, man for the first time, we may actually have a global Chinese company, which has not happened so far. Now, unfortunately, some of their terms in the US got swatted for a few months. But again, it looks like next year, things may be back on track. But it may be the first global Chinese company. I think that’s the genius behind ByteDance that I don’t think most people quite understand because even now what I read in the media is “Oh, my God, TikTok’s so great.” And TikTok is just one piece of a huge empire that people don’t really see.

3. Fraud Is No Fun Without Friends – Matt Levine

The way a lot of financial crime works is by slow acculturation. You show up at work on your first day, bright-eyed and idealistic, and meet your new colleagues. They seem like a great bunch of people, they’re so smart and know so much and seem to be having so much fun. They go out for beers after work a lot, and sometimes they let you tag along and listen to their hilarious jokes and war stories.

During the day, they teach you how to trade Treasury futures, and it is all so exciting and high-stakes and important. You shadow one experienced trader and quickly find yourself imitating his mannerisms, looking up to him, hoping to be like him one day. “Here is where I put in some fake orders to spoof the price higher,” he says; “a little razzle dazzle to juke the algos.” “Isn’t that, uh, illegal?” you ask timidly. “Hahahaha illegal!” he replies ambiguously. You do not press the matter. Three months later you are bragging in the desk’s electronic chat room about your own big spoofing victories. As you type “lol i just spoofed em so good hope i dont go to jail” into the chat window, you feel a rush of pride; now you really fit in, you are one of them. You go out for beers that evening and you are the center of attention; everyone congratulates you and celebrates your achievements. It is a great day. Six months later you are arrested.

Now imagine the same story except that you show up at work your first day on Zoom, and your colleagues seem kinda nice but talking to them is awkward and disjointed, and you have no idea what they do after work because nobody leaves their house, but you have a Zoom happy hour once and that’s pretty awful. And there is an electronic chat room, sure, and your colleagues make jokes in the chat, but you don’t get a lot of them because they reference stuff that happened in the office, in person, before you arrived. You learn to trade Treasury futures by reading some training materials. “I just put in some fake orders to spoof the price higher,” says one experienced trader in the chat one day. You frown and reference the training materials, which say “spoofing is super duper illegal and should be reported to compliance immediately.” You shrug and send the chat transcript to compliance. Your colleague gets fired and prosecuted. He may or may not feel a sense of personal betrayal that you turned him in, but you’ll never know or care.

4. The ‘Shared Psychosis’ of Donald Trump and His Loyalists – Tanya Lewis

Scientific American asked [Brandy X.] Lee to comment on the psychology behind Trump’s destructive behavior, what drives some of his followers—and how to free people from his grip when this damaging presidency ends.

[An edited transcript of the interview follows.]

What attracts people to Trump? What is their animus or driving force?

The reasons are multiple and varied, but in my recent public-service book, Profile of a Nation, I have outlined two major emotional drives: narcissistic symbiosis and shared psychosis. Narcissistic symbiosis refers to the developmental wounds that make the leader-follower relationship magnetically attractive. The leader, hungry for adulation to compensate for an inner lack of self-worth, projects grandiose omnipotence—while the followers, rendered needy by societal stress or developmental injury, yearn for a parental figure. When such wounded individuals are given positions of power, they arouse similar pathology in the population that creates a “lock and key” relationship.

“Shared psychosis”—which is also called “folie à millions” [“madness for millions”] when occurring at the national level or “induced delusions”—refers to the infectiousness of severe symptoms that goes beyond ordinary group psychology. When a highly symptomatic individual is placed in an influential position, the person’s symptoms can spread through the population through emotional bonds, heightening existing pathologies and inducing delusions, paranoia and propensity for violence—even in previously healthy individuals. The treatment is removal of exposure.

Why does Trump himself seem to gravitate toward violence and destruction?

Destructiveness is a core characteristic of mental pathology, whether directed toward the self or others. First, I wish to clarify that those with mental illness are, as a group, no more dangerous than those without mental illness. When mental pathology is accompanied by criminal-mindedness, however, the combination can make individuals far more dangerous than either alone.

In my textbook on violence, I emphasize the symbolic nature of violence and how it is a life impulse gone awry. Briefly, if one cannot have love, one resorts to respect. And when respect is unavailable, one resorts to fear. Trump is now living through an intolerable loss of respect: rejection by a nation in his election defeat. Violence helps compensate for feelings of powerlessness, inadequacy and lack of real productivity.

5. Inflation Truthers – Ben Carlson

Every time I write about the current inflation rate or the possibility of higher inflation in the future, invariably a handful of people will comment about how high inflation is already here.

Are you serious?! Have you been to the grocery store lately?! What about the price of real estate or asset price inflation?

First of all, there is a 0.98 correlation between people who use the phrase “asset price inflation” and someone who is wrong about the markets or monetary policy.

Asset price inflation is not a thing. Risk assets generally go up over the long-term. The same is true of most real estate. In fact, that’s one of the biggest reasons to invest over the long-term — to beat inflation and keep up with or improve your standard of living.

Second of all, anecdotal price increases do not mean government statistics are somehow masking the true nature of inflation…

…But if we take away the outlier 2020 data points, the average real annual GDP growth from 2010-2019 was 2.3%. The inflation rate in that time averaged roughly 1.8% per year.

If you’re one of the conspiracy people who believe inflation has actually been running at 5-6% per year, that would assume the economy has been contracting by 1-3% per year over the past 10 years.

And if you’re a full tinfoil hat person who assumes inflation is actually 10-12% per year2, that’s like saying we’ve been in a full-blown depression and the economy has lost 80% of its value.

This is absurd and patently false but that’s the claim you’re making if you really think inflation is this high.

The United States actually had runaway inflation in the 1970s when it averaged around 7% annually. But nominal GDP was running at more than 10%because of this. Wages grew nearly 150%. This is what happens when there’s inflation.1

There are areas where prices have risen further than the average for the simple reason that this is how averages work.

One of those areas is healthcare. This is the one I sympathize with the most. For certain households, the cost of healthcare feels like it’s experienced hyperinflation.

Another is college tuition. But it’s worth remembering that just 30% or so of the population even has a college degree. It’s not like everyone is being forced to pay for that higher tuition.

And tuition rates rose roughly 180% from 1998-2019. That’s an annual rate of 4.8%, much higher than the reported inflation numbers but well below the conspiracy numbers…

…There are certainly households that feel the sting of rising prices more than others. And there are those households where people don’t realize how much their standard of living has improved over time because we become accustomed to the deflationary forces of technology.

The government isn’t suppressing the “actual” inflation number. And if they were, they would also be suppressing reported economic growth which is something no politician in their right mind would ever do.

6. 10 Things I’ll be Watching Closely in 2021 Michael Batnick

Will value come back?

Over the last 5 years, the Russell 1000 Value Index has grown at 9% a year. Not bad, not bad at all. But when you compare it to its growth counterpart, which has grown at 21% a year, it looks downright dreadful.

Maybe we should be talking less about value being dead and more about growth being impossible to keep up with.

One of the reasons for the discrepancy in returns has to do with the difference in sector weights. Value has 29% fewer technology stocks and 26% more financials, industrials, and energy. The spread between value and growth on fundamental factors is as wide as it’s been since 1999, and on some metrics, it’s even wider. But is it actually different this time? You can’t rule it out…

Is this the year the 60/40 finally dies?

The 10-year treasury rate began the year under 2%. Investors in the traditional 60/40 portfolio didn’t expect too much from this side of their ledger. They got it anyway. Bonds are up more than 7% this year.

The stock market started the year with a CAPE ratio north of 30, was coming off a 32% year, and had seen increases in 9 of the last 10 years. Investors couldn’t have expected too much from this side of their ledger this year. They got it anyway. The S&P 500 is up 16%.

The 60/40 is alive and well, for now. It’s hard to believe, but it gained 13% this year.

I keep telling investors to lower their expectations. Markets keep making me look ridiculous.

Where does the Dollar Go?

Maybe all that money printing is finally catching up with us. For the first time in a long time, the mighty dollar is starting to show signs of weakness. This has implications for the global economy and implications for U.S. investors.

A weaker dollar is good for gold and good for non-hedged foreign stocks. Gold quietly made an all-time high earlier in the year, and international stocks are showing signs of life, after doing a whole lot of nothing over the last decade.

International developed stocks (EFA), think Japan, United Kingdom, have only outperformed U.S. stocks once in the last 8 years. This is another one of those things that shouldn’t continue forever, but it’s hard to make the case why it wouldn’t.

7. My Close Encounter with a Conspiracy Theory – Robert Vinall

“Hey, Rob, it’s Jack here,” said an old college friend, whose name I have changed to protect his identity. “I am calling from a payphone so I cannot speak long. I am in Zurich and was wondering if you want to meet up?”

I was delighted to hear from Jack. I had not heard from him since a few years after graduating and had fond memories of our time together at college. I thought it was strange he was calling me from a payphone but figured either his phone battery was dead, or perhaps he wanted to avoid the horrendous roaming charges in Switzerland. I gave the matter no further thought.

Sooner than I expected, the doorbell rang, and Jack entered the scene at our kitchen table. He looked no different from how I remembered him and happy to see me as indeed I was to see him. He was keen to hear how I was doing, and in the first half-hour or so, I filled him in on how I had got married, started a family, moved to Zurich, etc. The conversation was relaxed, fun, and felt like we picked up where we had left off 15-odd years before.

I then asked him how he was doing. From one moment to the next, his expression changed as if a dark shadow had fallen over his face.

“You are probably wondering why I called you from a payphone,” he said. “Unfortunately, I have upset some very powerful people, and they are out to get me”.

I was totally taken aback by what Jack had said given the sudden change in the mood and the seriousness of his predicament. I immediately inquired what on earth had happened.

He then went on to recount how he had recently been fired from a high-profile job trading derivatives, in the City of London. He was unsure why he had been fired, but shortly beforehand, he had had a heated argument with his assistant. She was married to a middling official in the UK government, and Jack suspected the official was so incensed by the treatment of his wife that he was now out for revenge. Not only did he work his powerful connections to get Jack fired, but he also had Jack’s name placed on a list of suspected terrorists.

If I was initially taken aback, I was now in a state of full-blown shock. I was desperately upset about the misfortune that had befallen my friend. During my own brief sojourn in the City of London, I experienced first-hand how political large banks can be and how vindictive some individuals are if you get on the wrong side of them. I asked him to go on.

He told me that fortunately, he was financially secure as he had earned well as a trader and also received a large severance package when he was fired. He had bought a large house next door to his parents. It was a relief that he was at least financially ok. He told me that he spent a large part of the day investigating his suspicions and had turned up multiple documents as well as first-hand sources confirming that such lists exist, and he was on them. Could he really be sure all this was true, I asked, starting to feel a vague sense of unease.

“I wish it was not,” he responded.

Having exhausted all other options, he saw no other alternative other than to address himself to the highest echelons of UK society. He went to the top – David Cameron, then Prime Minister of the United Kingdom.

“Call off your lackeys,” he told me he had written to the Prime Minister “Or else there will be consequences. It would be a huge mistake to underestimate me.”.

Jack had exercised all the restraint he could muster and was running out of patience. He believed he had unwittingly uncovered a conspiracy going to the highest levels of government in which innocent victims are placed on lists of suspected terrorists and subjected to round-the-clock surveillance just to settle the petty scores of middling officials. His own treatment was just the tip of the iceberg.

“Rob, what I know has the power to bring down the entire British government and if pushed I am not afraid to use it,” he said with the look of a man who holds all the aces.

The magnitude and reach of what I was hearing were starting to get a little bit too much for me to process.

“Shortly after I sent the letter,” he went on “multiple neighbours as well as complete strangers approached me around town confirming to me that the Police were snooping around asking questions about me”.

This was the clincher argument from his perspective. It was not just people he knew – complete strangers were confirming to him his worst fears.

For me, it was the moment that the spell was broken. If you send a threatening letter to the Prime Minister of the United Kingdom, an alternative explanation sprang to my mind. Perhaps they were sending the police around to assess how great a threat he posed and how seriously to take it! I tentatively suggested to Jack this alternative explanation.

Jack would have none of it and instead recounted another story to illustrate the extreme lengths the authorities were going to pursue him. He recently booked a vacation to Mauritius in order to get as far away from things as possible and wind down. Things had started really well and he had met a beautiful girl at a bar. Finally, he had the chance to be free and have a crack at happiness. Then, ominously, he noticed two guys at a bar.

“They even followed me all the way to Mauritius,” he sighed. “That’s how far they are willing to go!”.

He even feared that the beautiful girl was a honey trap sent to ensnare him. Reluctantly, he said goodbye to the girl and returned to the UK earlier than planned.

“What I really want, Rob, is to have what you have,” he told me gesturing to the scene in my kitchen. “But they won’t let me have it.”

“Listen, Jack,” I responded, “All I know is based solely on what you have told me over the last few hours. But, based on what you have told me, I am almost certain, as certain as I possibly can be, that this is a figment of your imagination. You need to do everything in your power to rid yourself of this delusion.”

Then a shadow fell across his face again, like it had done at the beginning of his story several hours before.

“Damn!” he cried, “They managed to get to you before I could”.


Disclaimer: The Good Investors is the personal investing blog of two simple guys who are passionate about educating Singaporeans about stock market investing. By using this Site, you specifically agree that none of the information provided constitutes financial, investment, or other professional advice. It is only intended to provide education. Speak with a professional before making important decisions about your money, your professional life, or even your personal life. Of all the companies mentioned, we currently have a vested interest in the shares of Alphabet and Facebook. Holdings are subject to change at any time.