The GameStop incident thrust Robinhood into the public eye, requiring me to quickly learn how to represent the company and communicate effectively during a crisis.

It's important to stick to first principles and communicate the reality of the situation to the team during challenging times. Having open, honest, and vulnerable conversations helped us navigate tough times in the crypto space, and companies that survive these challenges can benefit during the good times.

When we faced backlash for a controversial comment on social media, we learned the importance of being cautious with sensitive topics and the potential consequences of our messaging.

The most counterintuitive lesson I've learned is that sharing information openly with the team fosters a sense of partnership and collective ownership, rather than demoralizing them during tough times.

Authenticity is key in communication; it allows people to connect on a deeper level.

As a leader during crises, it's vital to lead with empathy, recognizing that each team member experiences challenges differently while maintaining focus on the company's mission.

I had to balance transparency with kindness when discussing the company's future with my team, especially as we grew larger.

I learned that being passionate about a product can hinder sales, as it’s crucial to communicate its value simply and effectively to customers.

I learned that engaging with those who dislike you can reduce animosity; it's about fostering understanding rather than seeking approval.