Operating notes from a working GM.
Short pieces, written for operators. One idea each, drawn from work that actually happened.
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.
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.
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.
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.
The Cost of Hiding: Why 'Dodging the Man' Is Costing You 30% Growth
Cash-only shops think they're saving on taxes. The ATM in the lobby is the most expensive piece of equipment in the building.
I Don't Have Time for Your "Strategy" (And Neither Do You)
Most consultants get paid to talk. Operators get paid to close. If we aren't moving the needle in the first five minutes, we shouldn't be having the conversation.
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.
Stop Buying Software. Start Buying Revenue.
Expenses are only expensive if they don't produce. If you're looking at your infrastructure as a cost center, you've already lost.
Why We Kill Vanity Projects (And Fix the Login Screen Instead)
It doesn't matter how pretty your app is if your users can't log in. We prioritize the plumbing, not the paint.
Engineering Out Human Error: The 'Zero vs. O' Patch
Trust is fragile. You lose it in three seconds because of a typo. The fix isn't a FAQ—it's removing the ambiguity from the system entirely.