#53 Jim Belosic, Founder & CEO of SendCutSend
Timestamps are as accurate as they can be but may be slightly off. We encourage you to listen to the full context.
Podcast Summary
In this enlightening episode, we dive deep into the world of American manufacturing with Jim Belosic, founder and CEO of SendCutSend, a rapidly growing on-demand manufacturing company. Belosic shares his journey from buying a $750,000 laser with creative financing to building a company serving 250,000+ customers across multiple facilities. (00:00)
The conversation explores SendCutSend's unique approach to customer service, employee culture, and sustainable growth without venture capital funding. (28:00) Belosic discusses how manufacturing is experiencing a resurgence in America, though much of it has been happening quietly for decades without proper marketing or visibility. (02:15)
• Main Theme: Building a world-class manufacturing business through exceptional customer experience, employee care, and methodical growth while maintaining operational excellence and staying true to core values.Speakers
Jim Belosic
Jim Belosic is the founder and CEO of SendCutSend, an on-demand manufacturing company based in Reno, Nevada. Starting with a single laser in 2018, he has bootstrapped the company to serve over 250,000 customers across multiple facilities in Nevada, Kentucky, and Texas. Before SendCutSend, Belosic ran a successful software company and brings a unique blend of technical expertise and manufacturing know-how to the business. He's known for his hands-on leadership style, walking factory floors daily, and building a culture centered around exceptional customer service and employee care.
Key Takeaways
Focus on Constraints Rather Than Resources
Belosic emphasizes that having constraints actually forces better decision-making and innovation. (19:18) When you're resource-constrained, you spend more time thinking about whether each move is the right one, leading to more thoughtful business decisions. He contrasts this with companies that raise large amounts of VC money and end up buying the wrong equipment or hiring the wrong people because money isn't a constraint. The key is to work creatively within your limitations rather than trying to eliminate them entirely.
Build Relationships Before You Need Them
The concept of "fun coupons" - redistributing cash from metal recycling to reward excellent service from vendors and partners - exemplifies proactive relationship building. (06:40) Belosic believes in the "preemptive strike" of generosity, giving hotel rooms, champagne, or cash bonuses to suppliers and delivery drivers before they're expected. This approach has resulted in extraordinary service, like FedEx drivers putting on chains to make deliveries in dangerous weather conditions. The philosophy extends to treating suppliers like employees rather than indentured servants.
Don't Save Money - Be Frugal, Not Cheap
There's a crucial distinction between being frugal and being cheap that impacts long-term success. (10:48) Being frugal means making smart, thoughtful purchases - even if they cost more upfront - while being cheap means cutting corners that hurt you later. Belosic's motto "don't save money" applies to customer experience elements like including candy in packages, upgrading shipping speeds, or investing in the best tools to prevent downtime. The extra cost in magical customer experiences pays dividends in customer loyalty and word-of-mouth marketing.
Hire Based on Proof of Work, Not Credentials
SendCutSend's hiring philosophy prioritizes demonstrated capability over traditional qualifications. (90:57) Belosic looks for people who can show tangible projects they've completed, whether it's an iPhone app, a robot that monitors bacon quality, or solving real-world problems creatively. He specifically avoids hiring too many industry veterans because their established ways of thinking can limit innovation. Instead, he seeks problem-solvers from diverse backgrounds who can bring fresh perspectives to manufacturing challenges.
Use the "Gaslight Launch" for New Capabilities
When expanding into new manufacturing processes or materials, SendCutSend operates a "secret menu" until they perfect their offering. (52:46) They don't announce new capabilities until they're proud of the quality and can deliver consistently. By the time customers discover these new services, SendCutSend acts as if they've always offered them ("Where have you been? We've been doing this for a long time"). This approach allows them to work out all operational bugs and train staff properly before facing customer scrutiny, ensuring the same high-quality experience from day one of public availability.
Statistics & Facts
- SendCutSend serves 250,000+ customers from facilities in Nevada, Kentucky, and Texas, all bootstrapped without venture capital funding. (16:25)
- The company started in 2018 with a single $750,000 laser purchased through creative financing rather than cash upfront. (16:37)
- Aluminum costs approximately $3-3.20 per pound, but represents such a small portion of the final part price that even free aluminum wouldn't significantly impact competitive pricing. (32:01)
