Dr. Matt Keener says intense customer disappointment proves a product is valuable
Dr. Matt Keener · Bridging Pediatric Mental Health Gaps: The Hybrid Care Model with Blackbird Health · Jul 15, 2025 · at 34:24
Dr. Matt Keener, child psychiatrist and co-founder of Blackbird Health, discusses interpreting negative early customer feedback as validation of high user stakes and expectations.
0:00 / 0:34exact quote · 34.4s
720p mp4 · rendered on demand · StarZero watermark
“If you, one way to know that you're creating a good product is that people hate it. And here's why. If I told you, like, I'm going to solve your X problem, like whatever that problem is you're going to get your hopes up. And when that doesn't fully meet your expectations, which your product won't at first, they're going to be disappointed. But that disappointment can only exist where there was a hope.”
quote is from the automated transcript, cleaned for reading: filler sounds and stutters are removed, nothing is rephrased. names can be misheard (the analysis reads context, assessments check outside sources). how →
More from Dr. Matt Keener
Keener: Hybrid care combining virtual and in-person services is essential in pediatrics
“Through our time at Blackbird, we've learned that the, that hybrid model really is important and that the virtual first approach works really well. And there's those times where it really helps to have in-person services.”
Dr. Keener: Human brain software physically writes neural hardware during development
“The brain is, is a unique organ in that it's we tend to think of the brain as like software, right? With it, there's all these connections and programs being run. And the weird part thing that happens over development much like a green tree that develops bark …”
Dr. Matt Keener admits he cannot lead growth-stage healthcare companies
“I think of myself as an A plus player as far as like being an early stage physician entrepreneur, but I'm actually not like an A plus player for a, you know, a growth state, you know, a growth stage Health company right now. It's like, I can find, we, we've go…”
Keener: Blackbird Health delivers approximately 25% of care in person
“We have like a 75, 25 approach whereby approximately 25% of our care ends up being delivered in person.”
Dr. Matt Keener regrets abandoning his accidental compliance startup instead of delegating
“If I could do it over again I would have handed that off to somebody else to go do that thing, knowing that it's not my thing, but it still doesn't change the fact that we'd achieve product market fit.”
Dr. Matt Keener found accidental compliance product-market fit but hated the market
“We actually landed on product market fit, which was ended up, you know, we started off, Hey, let's focus on child mental health. We ended up on a product that did Simon analysis for financial compliance for securities companies. Okay. No, no, People had intere…”