Notes
Operating notes from a working GM.
Short pieces, written for operators. One idea each, drawn from work that actually happened.
N·015 min
The Bad Tuesday Test
Most operating systems are designed for the Monday demo. The real test is whether they hold when two people called out and the customer is pissed.
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N·026 min
Compliance Is a UX Problem
If your team routinely ignores the process, the process is broken — not the people. Treat your SOPs like a product and the adoption problem solves itself.
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N·037 min
Reputation Is a Rhythm, Not a Campaign
You don't rebuild customer trust with better copy. You rebuild it by closing loops on a clock, in public, until the pattern is undeniable.
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N·044 min
Hire for the Bad Day
Most interview processes are optimized for charm. The cost of getting durability wrong is paid by everyone on the team the first time things get hard.
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