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·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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N·072 min
The Monday Morning Heart Attack: Redirecting $5,500 in 2 Hours
After an ownership transition, a weekend's $5,500 was pending into the wrong bank account. We had until midnight to intercept it. Here's how.
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