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Tag / Service Delivery

The Right Words Lead To The Right Actions

Great communication can change an audience’s attitude but it can also change the communicator’s behavior. When you say something in a way others need to hear it, you’ll have a stronger likelihood of doing things the way the audience needs them done. This just naturally happens with anyone who wants to be effective and good. […]

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Choice Architecture at the Grocery Store

There is no such thing as a neutral design. — Cass Sunstein and Richard Thaler Last week’s book, Thinking Fast and Slow, is a critical foundation for understanding how we think. Biases, heuristics, Systems 1 and 2 … these are vital concepts and frameworks. It was a lot of work, and a lot of fun, to […]

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Great Strategy Begins With Selflessness

On the surface, business doesn’t seem to comport with selflessness. There’s few, if any, captains of industry that I consider to be genuine altruists. But one of the things that has always fascinated me about business is the fact that success, in any form, is effectively built on giving a certain group a certain thing […]

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The Great Letdown of Meeting Expectations

Consider outcomes versus expectations. For example, an airline touts its safety as a selling point. But it isn’t. Safety is expected, demanded, and is not thus impressive or surprising. An important line from this week’s book. Outcomes versus expectations in relation to praise. No one will ever call the power company to say thanks for […]

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Quality And Context – Must Have Both

True to The Lean Startup principles, I’m conducting a retrospective to report what I’ve learned in the first six-week cycle of this humble effort to develop something useful. Here’s Lesson #2: I think the chefs at P.F. Chang’s could make a great lasagna, something better than anything at Olive Garden. But they won’t make lasagna […]

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The Best Book for Lean Management

The Lean Startup By Eric Reis 10/10 Best Line #1: Always have a theory. Best Line #2: Only 5% of entrepreneurship is the big idea, the business model, the whiteboard strategizing, and the splitting up of the spoils. The other 95% is the gritty work that is measured by innovation accounting: product prioritization decision, deciding […]

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Think Big, Start Small

This is my favorite line from this week’s book. It’s also the underlying logic behind this website that I call a “service”. Today’s post is about how starting small is the most inspiring thing one can do. Imagine you have a big need somewhere, a major problem that affects the entire community. The stakes are […]

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Net Positive Failure

I heard a billionaire once say that his company welcomed failure so long as it was net positive. This is a nice idea but it’s tricky. What makes a net positive failure? Seems like a solid method to escape accountability. “I know I was supposed to wash the dishes. I just didn’t get to it. […]

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Fast, Cheap, or Good. You Can Only Pick Two.

Many people have heard me say this ad nauseam but it’s probably one of the most important rules you can consider when developing something. Fast and Cheap = McDonald’s, Burger King, Wendy’s, Carl’s/Hardees. Fast and Good = Your deluxe fast-casual burger bar. TAG in Denver or Nick’s in Portland; M.L. Rose in Nashville or Blockhouse […]

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