A name is a hook for us to hang a story on. We need to begin with empathy and a useful story… useful to the people who want to believe it, spread it, and use it to accomplish their goals. But then, the story needs firm footing and a way to stick with us. Patagonia […] | Continue reading
The independent bookstore down the street is carefully curated. Each book takes up the spot that a different book could inhabit, so the owner makes sure that there’s a great reason a title is included. Amazon, on the other hand, has no shelf space problem, and the Kindle multipli … | Continue reading
That’s a cliche from the movies. Dangling from a railroad bridge, only determination and firm grip can save the hero. In our modern world, we often end up holding on to ideas, to grievances or to our view of the world. Ironically, the harder we hold on to the things we’re hiding … | Continue reading
The most effective persuasion happens when we persuade ourselves. The purpose of the memo or the table or the graph or the presentation is to create the conditions for someone to make up their own minds. Because it’s almost impossible to make up their mind for them. The aha is ac … | Continue reading
Taste varies. That’s why we don’t call it utility. Taste is individual preference, not absolute truth. In team settings, then, it’s much more helpful to say, “I prefer this over that,” instead of, “this is wrong.” Some things are wrong. There are standards that we can all accept … | Continue reading
AI chatbots highight a challenge that is worth understanding. It applies to customer service, bureaucracies and teachers as well… If you ask an AI a question and it’s not confident in the answer, it should say, “I’m not sure.” That could be followed up with, “do you want me to gu … | Continue reading
When you’re reading a good historical novel, you might be there and then. When you’re checking your email, you are in a conversation between and among, over there, not here. When you’re imagining what went wrong in that conversation yesterday, you are living in yesterday. And whe … | Continue reading
Long after people forget the details, they’ll remember your kindness. There are many forms of hospitality, but resilience, goodwill and gratitude are often the ones that matter. PS here’s a short ebook I published almost a decade ago. | Continue reading
“The mean” is the average. Another word for “mediocre.” When an organization gets big enough, by definition, it’s the average. When you have enough customers, they represent the population as a whole. If you find yourself seeking to serve the largest possible number of people, yo … | Continue reading
In 2023, I developed a new idea that transforms an old way of doing commerce. In traditional auctions, there are rounds of bidding and the high bidder pays to get the prize. The last bid is the amount paid, and no one else is charged anything. This is an interesting ‘game’ in whi … | Continue reading
If you’re in need of a gathering place, a dry, functional, centrally located facility for your folks to meet, a cathedral is probably way more than you need. It’s far more expensive to build and maintain and not optimal in delivering what’s required. But what if this building nee … | Continue reading
When it’s tough going and it feels fraught, it’s easy to imagine that the headwinds will never end. And yet, when all is going well and the wind is at our back, it’s tempting to imagine that this is the way it’s going to stay. Neither is true. The reason we see them as headwinds … | Continue reading
A manual I recently read listed the “cons” of having a meeting virtually: To be accurate, every one of these points should have “so far” added. The videogame market is far bigger than the box office of Hollywood films. The people who play video games at home for hours at a time h … | Continue reading
6 times 1/2 doesn’t equal 3. It equals zero. We’re tempted to do a little less than we need to. Perhaps we’re busy, with too many options. Perhaps it’s resistance, pushing us to hold a little bit back. Whatever the reason, when we show up just a little, we get zero credit. The sm … | Continue reading
In the old days, companies had a suggestion box. It was immortalized in cartoons, but the idea that an employee could anonymously submit a suggestion to make things better is a first step in engagement. Some companies took this much further and paid employees for suggestions that … | Continue reading
In action movies, there’s a lot of leaping. Brave shifts in which the hero gets from here to there, all at once. It’s easy to imagine that sudden leaps are how we make our impact. This is blog post #9000 (give or take). When did the leap happen? It wasn’t an external leap. The fi … | Continue reading
We’re busy, we’re confused and we’re always seeking a shortcut. If a company is hiring, the person who worked at Google or Apple or Disney gets more of the benefit of the doubt. Even if all they did was bring coffee to someone. But, if that person was one of the hundreds laid off … | Continue reading
Every four years, give or take, I make a big but cheap ask: Consider subscribing to this blog. If you’re already a subscriber, please ask five colleagues or friends to subscribe. It’s free. You can subscribe by email by putting your email address in the little box. Click below if … | Continue reading
How big a swing do we need to make it feel like it matters? At the casino, some folks play with $5 chips, some with $100 chips. Do the high rollers have more fun? Are they more engaged? It’s natural to imagine that bigger swings matter more. That a bigger audience means our stand … | Continue reading
One of the unmentioned causes of division in much of our culture happens because of the shift in expectations and rules when we begin to live in close proximity to one another. In a non-crowded setting, the default is independence. The expectation is that you can drive as fast as … | Continue reading
If we take a big enough dataset… Add to it machine learning and autotune and the race to fit in and reach the masses… We end up with a relentless march toward mediocrity. Mediocre is another word for average. It has always happened as industries matured (whether it’s Motown or bl … | Continue reading
Living indoors, connected to a screen, it’s easy for the months and years to blur together. The seasons used to matter more. But for young adults, they still do. Transitions are built around the seasons, and the headlong rush to a career is still sometimes interrupted by months w … | Continue reading
If you were around when the Model T was first announced, you could have built the organizations that became Disney, McDonald’s and Holiday Inn, all of which were powered by cheap, plentiful cars. You could have become a major developer of suburbs, mortgage banking and even pop mu … | Continue reading
It’s sort of the opposite of “cued.” In addition to being delightful to spell, the idea of work that’s queued up is energizing. The chapter ahead of schedule, the process in place for the next quarter, the continued commitment to learning… It is locked, loaded and ready to go. It … | Continue reading
When architects show off their work, or propose a bold new building complex or even ask for a zoning variance, the public sees the external photos. The tall spire, the innovative use of glass, the weird hole in the center of the building. And when a car company shows off a new mo … | Continue reading
Choose either one: When a new technology comes out, review it breathlessly. Explain without nuance or caution how it will instantly change the world. Go into the details of this first instantiation of it and assume it will never change, it’s done, here we go. When a new technolog … | Continue reading
If you’re a writer, it probably doesn’t pay to chop down trees and make your own paper, or even to set up a little machine shop to make your own pens. That’s pretty obvious. Should the smoothie shop make its own almond milk? It’s pretty clear that Starbucks should have a team of … | Continue reading
When organizations reach scale, digital interactions belie our expectation that someone in charge actually gives a damn. Once there’s math to do, the CFO does the math. It quickly reveals that no, the search engine shouldn’t bother having a customer support team. That UPS or Fede … | Continue reading
Systemic and existential problems dance their way through three circles: If it’s not solvable, we’ll pretend it’s not a problem. If the cultural cost of solving the problem is too high, we’ll pretend there’s no solution. People don’t spend a lot of time planning for death because … | Continue reading
The Brookings Institution did a fascinating survey series over the last five years. I have two takeways from this: The first is that focused and persistent propaganda is able to shift public opinion about institutions they don’t have direct interaction with. The more important on … | Continue reading
Community resources are easy to take for granted. Unevenly distributed, they’re the sort of thing we miss only when they’re gone. Invisible things are easy to ignore. I was stunned to see a sign in Connecticut that listed the names of dozens of highway workers who had been killed … | Continue reading
In North America, tipping is an unfair system built into the status quo by law. Restaurants aren’t allowed to easily spread tips around, and as a result, they tend to to exacerbate many of the inequities in our culture at the same time that they make it hard to count on a fair wa … | Continue reading
The first group cares about the policy. They benefit from it. They’ve organized themselves around it. The second group cares about stability. They have limited bandwidth, and they’re not particularly interested in reconsidering everything, all the time. The third group doesn’t ca … | Continue reading
Sooner or later, we benefit from being well-published. Publishing has nothing to do with printing. It’s the act of taking risks to bring a new idea to people who want to embrace it. It’s the head of the lab who works behind the scenes to be sure the talented scientist gets a gig … | Continue reading
… said the collector to the painter Jasper Johns. “Neither have I.” Watching is different than doing. Trying to do both at the same time is a challenge. | Continue reading
They’re risky (unknown territory leads to unforeseen outcomes) and a very recent phenomenon. A kid dropped off at pre-school, a new boss, a food you’re not familiar with. None of this was common for most of pre-history. When the transition occurs, we’re tempted to direct our anxi … | Continue reading
A cup of coffee costs far more than a glass of water. That’s true even though we can’t live without water. (Most) people can live without coffee. It’s true even though creating the infrastructure to purify and deliver clean water costs billions of dollars. The critical reason for … | Continue reading
The waters of Buck Lake are cool and clear and restorative. All summer, it’s tempting to go for a swim. But it’s also a hassle. You need to change your clothes, find someone to guard, bring a towel and most of all, gasp at the transition when the cold water hits. And yet… no one … | Continue reading
[and all customers are different.] Customers are why you’re here. They pay the bills and they are the primary driver of your growth. But each adds a different amount of value to your organization and the journey you’re on. The customer who spends 100x as much as the average custo … | Continue reading
There are no city buses with just four seats. And none with 400 seats. We get to leverage the driver’s effort if we put in a few more seats, but add too many and the bus is too big to make a turn–and soon we’d have to add conductors and cleaners and then the bus […] | Continue reading
A six-hundred-year-long organ recital is going on, and today marks a change in notes. If you miss it, the next one is in two years. We’re used to the rapid increase in speed in just about everything around us. Absolutely positively overnight is mostly too slow for many industries … | Continue reading
In the US, [next Sunday] is a major holiday. The Superb Owl, with nachos, commercials and beer. People who don’t even watch football watch this game, and it’s one of the largest audiences each year on TV. For a certain kind of mass marketer, a Super Bowl ad has been the gold stan … | Continue reading
“Why did the chicken cross the road” tells us a bit about jokes. It’s a joke about jokes. The first half is a setup, reminding us that an absurd question creates tension, which is then relieved by the punchline. But the second half undoes this by refusing to release the tension. … | Continue reading
Along the way, folks have talked about “niching down” as a way to help a project find focus. But that’s backward. When we identify and embrace the smallest viable audience, we’re moving up. Up the quality hierarchy. Up in responsibility. Up in the likelihood that we’ll make an im … | Continue reading
“If you don’t ask, you don’t get.” That’s problematic advice. Taken to an extreme, it turns us into hustlers. The alternative is to realize that the best asks are actually offers. When we offer to help someone get to where they were going, we’re approaching the relationship with … | Continue reading
But we hesitate to be the connector. Everyone wants to be trusted, but we hesitate to trust. And everyone wants to be respected, but we often fail to offer our respect. What an opportunity. | Continue reading
What if your boots don’t have any straps? Bootstrapping is logically impossible. You can’t pick yourself up into the air by lifting on your boots, no matter how hard you try, because gravity isn’t just a good idea, it’s the law. But it’s significantly more difficult if your boots … | Continue reading
She doesn’t grow plants. The plants grow themselves. Her job is to create conditions for the plants to grow. The soil, the water, the light, the weeds… these are the conditions. But none of it happens if the plants don’t do the thing they want to do in the first place. This is al … | Continue reading