constant opportunities for improvement

Once Pal’s [Sudden Service - a burger joint] selects its candidates, it immerses them in massive amounts of training and retraining, certification and recertification. New employees get 120 hours of training before they are allowed to work on their own, and must be certified in each of the specific jobs they do. Then, every day on every shift in every restaurant, a computer randomly generates the names of two to four employees to be recertified in one of their jobs—pop quizzes, if you will. They take a quick test, see whether they pass, and if they fail, get retrained for that job before they can do it again. (The average employee gets 2 or 3 pop quizzes per month.)

“People go out of calibration just like machines go out of calibration,” CEO Crosby explains. “So we are always training, always teaching, always coaching. If you want people to succeed, you have to be willing to teach them.”

Bill Taylor

"How One Fast-Food Chain Keeps Its Turnover Rates Absurdly Low". Harvard Business Review. January 26, 2016.

hire for attitude and train for skill

The best companies hire for attitude and train for skill. Pal’s [Sudden Service - a burger joint] 26 locations employ roughly 1,020 workers, 90 percent of whom are part-time, 40 percent of whom are between the ages of 16 and 18. It has developed and fine-tuned a screening system to evaluate candidates from this notoriously hard-to-manage demographic—a 60-point psychometric survey, based on the attitudes and attributes of Pal’s star performers, that does an uncanny job of predicting who is most likely to succeed. Among the agree/disagree statements: “For the most part, I am happy with myself.” “I think it is best to trust people you have just met.” “Raising your voice may be one way to get someone to accept your point of view.” Pal’s understands that character counts for as much as credentials, that who you are is as important as what you know.

Bill Taylor

"How One Fast-Food Chain Keeps Its Turnover Rates Absurdly Low". Harvard Business Review. January 26, 2016.

the husk of many things, but not the kernel

The relationship of money to happiness is at best questionable. Even the Wall Street Journal acknowledged, "Money is an article which may be used as a universal passport to everywhere except heaven, and as a universal provider of everything except happiness." Henrik Ibsen wrote, "Money may buy the husk of many things, but not the kernel. It brings you food, but not the appetite; medicine, but not health; acquaintances, but not friends; servants, but not faithfulness; days of joy, but not peace or happiness."

James E. Faust

To Reach Even Unto You [Salt Lake City: Deseret Book Co., 1980], p. 8.

what if

Life is full of decisions. From seemingly small decisions like what to eat for dinner, too much more consequential ones such as choosing a career to pursue, we are all faced with numerous choices on a daily basis. It’s human nature to look back at the roads we didn’t take and wonder, “What if?” Yet a new survey conducted in England has revealed that a staggering amount of people are unhappy with the way they’ve lived their lives.

According to a survey of 2,000 British adults commissioned by UK charity consortium Remember A Charity, four out of ten people regret how they have lived their lives so far. Spending too much time at work and not traveling enough were among respondents’ biggest regrets.

Other common regrets among those surveyed included neglecting their health and not spending enough time with their family. Many wished they had been a better parent to their children. All of that regret seems to be a big motivator as well, with 40% of respondents claiming that they want to make some positive changes in the near future...

Interestingly, close to half of those surveyed said they regret focusing so much on financial success as opposed to more meaningful endeavors.

John Anderer

"Hindsight Is 20/20: 4 Out Of 10 Adults Regret Their Life Choices". StudyFinds. July 22, 2019. 

if you want it, go and give it

Giver cultures, despite their power, can be fragile. To sustain them, leaders need to do more than simply encourage employees to seek help, reward givers, and screen out takers.

In 1985, a film company facing financial pressure hired a new president. In an effort to cut costs, the president asked the two leaders of a division, Ed and Alvy, to conduct layoffs. Ed and Alvy resisted—eliminating employees would dilute the company’s value. The president issued an ultimatum: a list of names was due to him at nine o’clock the next morning.

When the president received the list, it contained two names: Ed and Alvy.

No layoffs were conducted, and a few months later Steve Jobs bought the division from Lucasfilm and started Pixar with Ed Catmull and Alvy Ray Smith.

Employees were grateful that “managers would put their own jobs on the line for the good of their teams,” marvels Stanford’s Robert Sutton, noting that even a quarter century later, this “still drives and inspires people at Pixar.”

When it comes to giver cultures, the role-modeling lesson here is a powerful one: if you want it, go and give it.

Adam Grant

"Givers take all: The hidden dimension of corporate culture". McKinsey Quarterly. April 2013.