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⚙️ Operations

Improve the Experience

I don't think I'm the only who swoons over seeing the human embodiment of "focus".

In the micro, focus looks like plating up a 6-top and delicately placing shaved celery curls.

Zooming out, in the macro, focus looks like the dude in Japan who has been training for 17 years to finally take over the tiny restaurant that he started at as an apprentice.

Somewhere in the middle, I've been fascinated with these guiding principles that inspire focus in both individuals and organizations.

Since I'm based in Seattle, I'll locally source a few that Amazon has used in the past:

• "It's always Day One"
• "Customer obsession"
• "If you haven't spent time writing about it, you don't understand it"

If you've heard of these before (or ones like them) but haven't found them productively useful yet, I'd challenge you this week to phrase them as a question, instead of a catch phrase.

I did that this week with one of you folks in a call with a principle I've been really high on lately: experience is everything.

We were working through a decision and hit a cross road.

My (simple but effective) question: "What would improve the experience?"

It instantly cut through the bullsh*t of what this person was struggling with.

The answer became obvious.

They were able to focus.

All of your work builds towards the experience.

Everything that comes afterwards (the profit, the word-of-mouth marketing, the awards) depend on that experience going well.

How can you improve the experience this week?

“The pay does the recruiting. The people do the retaining.”

60% of restaurant employees list camaraderie with coworkers as key to job satisfaction—on par with financial incentives.

Team dynamics can make or break your retention.

Our Take: Culture is easier to “feel” than advertise. Sure, there might be exceptions, but culture is often set from the top of the organization. If it’s this important to team members (and could lead to more of what you want in your team), should building a culture people want to be a part of move higher on your priority list?

👉 7shifts shared 3 more motivators (in addition to camaraderie and financial incentives)...