Scaling Up Excellence Quotes

Remember you are water. Of course you leave salt trails. Of course you are crying. Flow. P.S. If there happens to be a multitude of griefs upon you, individual and collective, or fast and slow, or small and large, add equal parts of these considerations: that the broken heart can cover more territory. that perhaps love can only be as large as grief demands. that grief is the growing up of the heart that bursts boundaries like an old skin or a finished life. that grief is gratitude. that water seeks scale, that even your tears seek the recognition of community. that the heart is a front line and the fight is to feel in a world of distraction. that death might be the only freedom. that your grief is a worthwhile use of your time. that your body will feel only as much as it is able to. that the ones you grieve may be grieving you. that the sacred comes from the limitations. that you are excellent at loving.

It means constantly seeking and implementing better ways of thinking and acting across old and new corners of the system.

People also have a greater capacity when they aren’t worn down by work and worry. When people get enough sleep, they are more adept at difficult tasks, are more interpersonally sensitive, make better decisions, and are less likely to turn nasty.

Self-Management If you can read just one book on motivation—yours and others: Dan Pink, Drive If you can read just one book on building new habits: Charles Duhigg, The Power of Habit If you can read just one book on harnessing neuroscience for personal change: Dan Siegel, Mindsight If you can read just one book on deep personal change: Lisa Lahey and Bob Kegan, Immunity to Change If you can read just one book on resilience: Seth Godin, The Dip Organizational Change If you can read just one book on how organizational change really works: Chip and Dan Heath, Switch If you can read just two books on understanding that change is a complex system: Frederic Laloux, Reinventing Organizations Dan Pontefract, Flat Army Hear interviews with FREDERIC LALOUX, DAN PONTEFRACT, and JERRY STERNIN at the Great Work Podcast. If you can read just one book on using structure to change behaviours: Atul Gawande, The Checklist Manifesto If you can read just one book on how to amplify the good: Richard Pascale, Jerry Sternin and Monique Sternin, The Power of Positive Deviance If you can read just one book on increasing your impact within organizations: Peter Block, Flawless Consulting Other Cool Stuff If you can read just one book on being strategic: Roger Martin and A.G. Lafley, Playing to Win If you can read just one book on scaling up your impact: Bob Sutton and Huggy Rao, Scaling Up Excellence If you can read just one book on being more helpful: Edgar Schein, Helping Hear interviews with ROGER MARTIN, BOB SUTTON, and WARREN BERGER at the Great Work Podcast. If you can read just two books on the great questions: Warren Berger, A More Beautiful Question Dorothy Strachan, Making Questions Work If you can read just one book on creating learning that sticks: Peter Brown, Henry Roediger and Mark McDaniel, Make It Stick If you can read just one book on why you should appreciate and marvel at every day, every moment: Bill Bryson, A Short History of Nearly Everything If you can read just one book that saves lives while increasing impact: Michael Bungay Stanier, ed., End Malaria (All money goes to Malaria No More; about $400,000 has been raised so far.) IF THERE ARE NO STUPID QUESTIONS, THEN WHAT KIND OF QUESTIONS DO STUPID PEOPLE ASK?

The #1 demotivator for talented people is having to put up with bozos, as Steve Jobs would call them. Nothing is more frustrating for A Players than having to work with B and C Players who slow them down and suck their energy. In that sense, “The best thing you can do for employees — a perk better than foosball or free sushi — is hire only ‘A’ players to work alongside them. Excellent colleagues trump everything else,

Something suddenly charged at them across the sand, shrieking alien syllables. Snowfall spun toward it, drawing her knives, and was a tail flick away from throwing them when she realized the attacker was a tiny dragonet. Like, really tiny. It skidded to a stop with a terrified yelp, staring up at her glittering weaponry. Big, black-rimmed eyes blinked in a warm golden face. Her four wings were a little more shimmery and thinner than most of the others, and her scales alternated in black and yellow stripes. The dragonet burst into tears. “Oh, well done, Your Majesty,” Lynx whispered to Snowfall. “Excellent self-defense.

We aren’t simply looking at a demographically induced economic breakdown; we are looking at the end of a half millennium of economic history. At present, I see only two preexisting economic models that might work for the world we’re (d)evolving into. Both are very old-school: The first is plain ol’ imperialism. For this to work, the country in question must have a military, especially one with a powerful navy capable of large-scale amphibious assault. That military ventures forth to conquer territories and peoples, and then exploits said territories and peoples in whatever way it wishes: forcing conquered labor to craft products, stripping conquered territories of resources, treating conquered people as a captive market for its own products, etc. The British Empire at its height excelled at this, but to be honest, so did any other post-Columbus political entity that used the word “empire” in its name. If this sounds like mass slavery with some geographic and legal displacement between master and slave, you’re thinking in the right general direction. The second is something called mercantilism, an economic system in which you heavily restrict the ability of anyone to export anything to your consumer base, but in which you also ram whatever of your production you can down the throats of anyone else. Such ramming is often done with a secondary goal of wrecking local production capacity so the target market is dependent upon you in the long term. The imperial-era French engaged in mercantilism as a matter of course, but so too did any up-and-coming industrial power. The British famously product-dumped on the Germans in the early 1800s, while the Germans did the same to anyone they could reach in the late 1800s. One could argue (fairly easily) that mercantilism was more or less the standard national economic operating policy for China in the 2000s and 2010s (under American strategic cover, no less). In essence, both possible models would be implemented with an eye toward sucking other peoples dry, and transferring the pain of general economic dislocation from the invaders to the invaded. Getting a larger slice of a smaller pie, as it were. Both models might theoretically work in a poorer, more violent, more fractured world—particularly if they are married. But even together, some version of imperialist mercantilism faces a singular, overarching, likely condemning problem: Too many guns, not enough boots.

Would that the structure brave, the manifold music I build, Bidding my organ obey, calling its keys to their work, Claiming each slave of the sound, at a touch, as when Solomon willed Armies of angels that soar, legions of demons that lurk, Man, brute, reptile, fly,—alien of end and of aim, Adverse, each from the other heaven-high, hell-deep removed,— Should rush into sight at once as he named the ineffable Name, And pile him a palace straight, to pleasure the princess he loved! Would it might tarry like his, the beautiful building of mine, This which my keys in a crowd pressed and importuned to raise! Ah, one and all, how they helped, would dispart now and now combine, Zealous to hasten the work, heighten their master his praise! And one would bury his brow with a blind plunge down to hell, Burrow awhile and build, broad on the roots of things, Then up again swim into sight, having based me my palace well, Founded it, fearless of flame, flat on the nether springs. And another would mount and march, like the excellent minion he was, Ay, another and yet another, one crowd but with many a crest, Raising my rampired walls of gold as transparent as glass, Eager to do and die, yield each his place to the rest: For higher still and higher (as a runner tips with fire, When a great illumination surprises a festal night— Outlining round and round Rome's dome from space to spire) Up, the pinnacled glory reached, and the pride of my soul was in sight. In sight? Not half! for it seemed, it was certain, to match man's birth, Nature in turn conceived, obeying an impulse as I; And the emulous heaven yearned down, made effort to reach the earth, As the earth had done her best, in my passion, to scale the sky: Novel splendours burst forth, grew familiar and dwelt with mine, Not a point nor peak but found and fixed its wandering star; Meteor-moons, balls of blaze: and they did not pale nor pine, For earth had attained to heaven, there was no more near nor far. Nay more; for there wanted not who walked in the glare and glow, Presences plain in the place; or, fresh from the Protoplast, Furnished for ages to come, when a kindlier wind should blow, Lured now to begin and live, in a house to their liking at last; Or else the wonderful Dead who have passed through the body and gone, But were back once more to breathe in an old world worth their new: What never had been, was now; what was, as it shall be anon;

Intellectual Fascism – 3/3 To make matters still worse, intellectual fascist frequently demand of themselves, as well as others, perfect competence and universal achievement. If they are excellent mathematicians or dancers, they demand that they be the most accomplished. If they are outstanding scientists or manufacturers, they also must be first-rate painters or writers. If they are fine poets, they not only need to be the finest, but likewise must be great lovers, drawing room wits, and political experts. Naturally, only being human, they fail at many or most of these ventures. And then - O, poetic justice! - they apply to themselves the same excoriations and despisements that they apply to others when they fail to be universal geniuses. However righteous their denials, therefore - and even though readers who be now are not squirming with guilt are probably screaming with indignation, I will determinedly continue - the typical politico-social "liberals" of our day are fascistic in several significant ways. For they arbitrarily define certain human traits as "good" or "superior"; they automatically exclude most others from any possibility of achieving their "good" standards; they scorn, combat, and in many ways persecute those who do not live up to these capricious goals; and finally, in most instances they more or less fail to live up to their own definitional standards and bring down neurotic self-pity and blame on their own heads. .... What is the alternative? Assuming that intellectual fascism exists on a wide scale today, and that it does enormous harm and little good to people's relations with themselves and others, what philosophy of living are they to set up in its place? Surely, you may well ask, I am not suggesting an uncritical, sentimental equalitarianism, whereunder everyone would fully accept and hobnob with everyone else and where no one would attempt to excel or perfect himself at anything? No, I am not. On the contrary, significant human differences (as well as sameness) exists; and they add much variety and zest to living; and that one human may sensibly cultivate the company of another just because this other is different from, and perhaps in certain respects superior to, others. At the same time, "one's worth as a human being is not to be measured in terms of one's popularity, success, achievement, intelligence, or any other such trait, but solely in terms of one's Humanity".

organizations that spread and sustain excellence are infused with a “relentless restlessness”—that often uncomfortable urge for constant innovation, driven by the nagging feeling that things are never quite good enough.

Intellectual Fascism 3/3 To make matters still worse, intellectual fascists frequently demand of themselves, as well as others, perfect competence and universal achievement. If they are excellent mathematicians or dancers, they demand that they be the most accomplished. If they are outstanding scientists or manufacturers, they also must be first-rate painters or writers. If they are fine poets, they not only need to be the finest, but likewise must be great lovers, drawing room wits, and political experts. Naturally, only being human, they fail at many or most of these ventures. And then - O, poetic justice! - they apply to themselves the same excoriations and despisements that they apply to others when they fail to be universal geniuses. However righteous their denials, therefore - and even though readers who by now are not squirming with guilt are probably screaming with indignation, I will determinedly continue - the typical politico-social "liberals" of our day are fascistic in several significant ways. For they arbitrarily define certain human traits as "good" or "superior"; they automatically exclude most others from any possibility of achieving their "good" standards; they scorn, combat, and in many ways persecute those who do not live up to these capricious goals; and finally, in most instances they more or less fail to live up to their own definitional standards and bring down neurotic self-pity and blame on their own heads. .... What is the alternative? Assuming that intellectual fascism exists on a wide scale today, and that it does enormous harm and little good to people's relations with themselves and others, what philosophy of living are they to set up in its place? Surely, you may well ask, I am not suggesting an uncritical, sentimental equalitarianism, whereunder everyone would fully accept and hobnob with everyone else and where no one would attempt to excel or perfect himself at anything? No, I am not. On the contrary, significant human differences (as well as sameness) exists; and they add much variety and zest to living; and that one human may sensibly cultivate the company of another just because this other is different from, and perhaps in certain respects superior to, others. At the same time, "one's worth as a human being is not to be measured in terms of one's popularity, success, achievement, intelligence, or any other such trait, but solely in terms of one's Humanity".

Once Akash set me up with invisibility and taught me some basic killing skills, I deleted StealthViper999—who, I had to admit, was neither stealthy nor viper-like—and created a new avatar, who I called InvisibleDeath. For obvious reasons. At this point, it was Friday afternoon, and most weekends, Reese spends every waking minute (when he’s not at a soccer game) on MetaWorld. So I was all amped up to get my revenge ASAP. But that particular Friday, Reese got a 57 on his math test. Even by my brother’s incredibly low standards, it was such a bad grade that Ms. Santiago made him take the test home to get it signed by a parent. REESE I don’t know what the big deal was. A 57’s still “Very Good.” CLAUDIA I should explain about the Culvert Prep grading system. A few years ago, a bunch of parents complained that letter grades were hurting their kids’ self-esteem. So now, instead of A, B, C, D, and F, our grading scale is “Amazing,” “Spectacular,” “Excellent,” “Very Good,” and “Okay.” Which is totally stupid. Because nothing changed except the names, so if you get a “Very Good” on your report card, your parents have to come in for a special conference with your teacher. And if you get more than one “Okay,” they basically tell you to start looking for another school. Also, I know which parents did the complaining—and I don’t want to be catty or name names, but I can tell you the one thing their kids ABSOLUTELY DO NOT NEED is more self-esteem. Anyway, when Reese brought home his 57 that Friday, Mom and Dad reacted in their usual way, which

God contrived and constituted things, in his dispensations towards his own people, that when their love decays, and the exercises of it fail, or become weak, fear should arise; for then they need it to restrain them from sin, and to excite them to care for the good of their souls, and so to stir them up to watchfulness and diligence in religion: but God hath so ordered, that when love rises, and is in vigorous exercise, then fear should vanish, and be driven away; for then they need it not, having a higher and more excellent principle in exercise, to restrain them from sin, and stir them up to their duty. There are no other principles, which human nature is under the influence of, that will ever make men conscientious, but one of these two, fear or love; and therefore, if one of these should not prevail as the other decays, God's people, when fallen into dead and carnal frames, when love is asleep, would be lamentably exposed indeed: and therefore God has wisely ordained, that these two opposite principles of love and fear should rise and fall, like the two opposite scales of a balance; when one rises the other sinks.

working identity involves revisiting the basic assumptions we use to evaluate possibilities. To illustrate what basic assumptions are, it is useful to think of our career choices as a pyramid with three levels (see figure 4-1).4 At the top of the pyramid lies what is most visible, to us and to the outside world: what job we hold in what setting. Dan, for example, was an executive in a high-tech company. One level below are the values and motivating factors that hold constant from job to job and company to company. These are what MIT career specialist Edgar Schein calls our “career anchors,” the competencies, preferences, and work-related values that we would be unwilling to give up if forced to make a choice.5 Dan’s experience has led him to value himself professionally as someone who excels at turnarounds—at making troubled companies healthy. He could perform this role on a smaller or larger scale (for example, big company or small start-up), in an advisory or a hands-on role, and as a manager or an owner, but the constant is that managerial challenge is what excites him. Dan’s turmoil over the offer of a “perfect job” that would have again robbed him of his family time, however, belies a conflict between his professional and personal values that is rooted at a deeper level. In his search, therefore, he has to plumb deeper: He must explore the final, bottom level of the pyramid to understand the basic assumptions—our mental maps about how the world works—that truly drive his behavior.

This is our company—it’s not theirs—it’s ours.

Of the rise of this singular people few authentic records appear to exist. It is, however, probable that they represent a later wave of that race, whether true Sudras, or a later wave of immigrants from Central Asia, which is found farther south as Mahratta; and perhaps they had, in remote times, a Scythian origin like the earlier and nobler Rajputs. They affect Rajput ways, although the Rajputs would disdain their kinship; and they give to their chiefs the Rajput title of "Thakur," a name common to the Deity and to great earthly lords, and now often used to still lower persons. So much has this practice indeed extended, that some tribes use the term generically, and speak of themselves as of the "Thakur" race. These, however, are chiefly pure Rajputs. It is stated, by an excellent authority, that even now the Jats "can scarcely be called pure Hindus, for they have many observances, both domestic and religious, not consonant with Hindu precepts. There is a disposition also to reject the fables of the Puranic Mythology, and to acknowledge the unity of the Godhead." (Elliot's Glossary, in voce "Jat.") Wherever they are found, they are stout yeomen; able to cultivate their fields, or to protect them, and with strong administrative habits of a somewhat republican cast. Within half a century, they have four times tried conclusions with the might of Britain. The Jats of Bhartpur fought Lord Lake with success, and Lord Combermere with credit; and their "Sikh" brethren in the Panjab shook the whole fabric of British India on the Satlaj, in 1845, and three years later on the field of Chillianwala. The Sikh kingdom has been broken up, but the Jat principality of Bhartpur still exists, though with contracted limits, and in a state of complete dependence on the British Government. There is also a thriving little principality — that of Dholpur — between Agra and Gwalior, under a descendant of the Jat Rana of Gohad, so often met with in the history of the times we are now reviewing (v. inf. p. 128.) It is interesting to note further, that some ethnologists have regarded this fine people as of kin to the ancient Get¾, and to the Goths of Europe, by whom not only Jutland, but parts of the south-east of England and Spain were overrun, and to some extent peopled. It is, therefore, possible that the yeomen of Kent and Hampshire have blood relations in the natives of Bhartpur and the Panjab. The area of the Bhartpur State is at present 2,000 square miles, and consists of a basin some 700 feet above sea level, crossed by a belt of red sandstone rocks. It is hot and dry; but in the skilful hands that till it, not unfertile; and the population has been estimated at near three-quarters of a million. At the time at which our history has arrived, the territory swayed by the chiefs of the Jats was much more extensive, and had undergone the fate of many another military republic, by falling into the hands of the most prudent and daring of a number of competent leaders. It has already been shown (in Part I.) how Suraj Mal, as Raja of the Bhartpur Jats, joined the Mahrattas in their resistance to the great Musalman combination of 1760. Had his prudent counsels been followed, it is possible that this resistance would have been more successful, and the whole history of Hindustan far otherwise than what it has since been. But the haughty leader of the Hindus, Sheodasheo Rao Bhao, regarded Suraj Mal as a petty landed chief not accustomed to affairs on a grand scale, and so went headlong on his fate.

A scaling premortem works something like this: when your team is on the verge of making and implementing a big decision, call a meeting and ask each member to imagine that it is, say, a year later. Split them into two groups. Have one group imagine that the effort was an unmitigated disaster. Have the other pretend it was a roaring success. Ask each member to work independently and generate reasons, or better yet, write a story, about why the success or failure occurred. Instruct them to be as detailed as possible and, as Klein emphasizes, to identify causes that they wouldn’t usually mention “for fear of being impolitic.” Next, have each person in the “failure” group read his or her list or story aloud, and record and collate the reasons. Repeat this process with the “success” group. Finally, use the reasons from both groups to strengthen your scaling plan. If you uncover overwhelming and impassable roadblocks, then go back to the drawing board.

Spread a mindset, not just a footprint. Running up the numbers and putting your logo on as many people and places as possible isn’t enough. 2. Engage all the senses. Bolster the mindset you want to spread with supportive sights, sounds, smells, and other subtle cues that people may barely notice, if at all. 3. Link short-term realities to long-term dreams. Hound yourself and others with questions about what it takes to link the never-ending now to the sweet dreams you hope to realize later. 4. Accelerate accountability. Build in the feeling that “I own the place and the place owns me.” 5. Fear the clusterfug. The terrible trio of illusion, impatience, and incompetence are ever-present risks. Healthy doses of worry and self-doubt are antidotes to these three hallmarks of scaling clusterfugs. 6. Scaling requires both addition and subtraction. The problem of more is also a problem of less. 7. Slow down to scale faster—and better—down the road. Learn when and how to shift ears from automatic, mindless, and fast modes of thinking (“System 1”) to slow, taxing, logical, deliberative, and conscious modes (“System 2”); sometimes the best advice is, “Don’t just do something, stand there.

If you want to make good decisions as the day wears on, watch for signs of fatigue. Even seemingly trivial levels damage performance. Build in ways for yourself and others to take breaks, whether it’s getting a bite to eat or taking a few minutes to stretch your legs.

If you can’t bring yourself to encourage employees to lie down on the job, at least give them plenty of breaks. The ordinary fatigue most of us feel during the workday makes us grouchier—and dumber—as the hours go by.

The lesson from the Big Mac story is that innovations that ought to be scaled won’t happen everywhere but can happen anywhere.

Accountability means that an organization is packed with people who embody and protect excellence (even when they are tired, overburdened, and distracted), who work vigorously to spread it to others, and who spot, help, critique, and (when necessary) push aside colleagues who fail to live and spread it. The trick—and it is a difficult trick—is to design a system where this tug of responsibility is constant, strong, and embraced by everyone, and where slackers, energy suckers, and selfish soloists have no place to hide.

crucial decisions that shape how scaling unfolds. One of these universal decisions is whether and when to take a more “Catholic” or a more “Buddhist” path.

Here’s what I think we face. 2. Here’s what I think we should do. 3. Here’s why. 4. Here’s what I think we should keep an eye on. 5. Now talk to me (i.e., tell me if you [a] don’t understand, [b] cannot do it, [c] see

(For more practical insights about building Job Scorecards, read Bluewire Media’s excellent blog on the topic.)

CEB’s research shows that customer loyalty has more to do with how well companies keep their “basic, even plain vanilla promises” than with how well they dazzle customers.

when I am there to visit and get to know the people and how they work, I can’t learn much sitting in a private office.

Who, What, When (WWW): Improve the impact of your weekly meetings by taking a few minutes at the end and summarizing Who said they are going to do What, When. This isn’t about micromanagement; this is about excellent management and being clear in both communication and accountability.

fear of taking responsibility, especially the sense that it is safer to do nothing, or something bad, than the right thing.

When big organizations scale well, they focus on “moving a thousand people forward a foot at a time, rather than moving one person forward by a thousand feet.

SCALING MANTRAS 1. Spread a mindset, not just a footprint. Running up the numbers and putting your logo on as many people and places as possible isn’t enough. 2. Engage all the senses. Bolster the mindset you want to spread with supportive sights, sounds, smells, and other subtle cues that people may barely notice, if at all. 3. Link short-term realities to long-term dreams. Hound yourself and others with questions about what it takes to link the never-ending now to the sweet dreams you hope to realize later. 4. Accelerate accountability. Build in the feeling that “I own the place and the place owns me.” 5. Fear the clusterfug. The terrible trio of illusion, impatience, and incompetence are ever-present risks. Healthy doses of worry and self-doubt are antidotes to these three hallmarks of scaling clusterfugs. 6. Scaling requires both addition and subtraction. The problem of more is also a problem of less. 7. Slow down to scale faster—and better—down the road. Learn when and how to shift gears from automatic, mindless, and fast modes of thinking (“System 1”) to slow, taxing, logical, deliberative, and conscious modes (“System 2”); sometimes the best advice is, “Don’t just do something, stand there.

When someone at the Directors’ College asked Campbell about the most crucial skill for a senior executive, he said it was the rare ability (which Jobs had in spades) to make sure that the short-term stuff gets done and done well, while simultaneously never losing sight of the big picture.

Illusion: Decision makers believe that what they are scaling up is far better and easier to spread than the facts warrant. Impatience: Decision makers believe that what they are scaling is so good and easy to spread that they rush to roll it out before it is ready, they are ready, and the organization is ready. Incompetence: Decision makers lack the requisite knowledge and skill about what they are spreading and how to spread it, which in turn transforms otherwise competent people into incompetent ones. When these three elements collide, you’ve got a classic clusterfug. This trifecta causes scaling efforts to fail big and late rather than early and cheaply.

Scaling is akin to running a long race where you don’t know the right path, often what seems like the right path turns out to be the wrong one, and you don’t know how long the race will last, where or how it will end, or where the finish line is located. Yet it is one of the fundamental challenges that every organization faces, whether it’s small or large, new or old, or somewhere in between. And the good news is that plenty of people and teams find ways to master this mess, take satisfaction in their daily accomplishments, and take pride in spreading constructive beliefs and behaviors far and wide. Those who succeed think and act as if they are fighting a ground war, not just an air war. This “ground war mindset” (along with the seven mantras) reverberates throughout the coming chapters on key decisions and scaling principles.

He reminds them that “life is messy sometimes. Sometimes the best you can do is to accept that it is messy, try to love it as much as you can, and move forward.

We don’t think enough about the steps required to achieve those ends, and when we do we underestimate how much time and effort they will take. But thinking only about looming deadlines and short-term goals is a mixed bag as well. We focus on what is feasible, on the steps to take right now, but we forget or downplay long-term goals. So we direct our efforts toward achievable milestones even when they undermine our ability to reach our ultimate destination.

Accountability means that an organization is packed with people who embody and protect excellence (even when they are tired, overburdened, and distracted), who work vigorously to spread it to others, and who spot, help, critique, and (when necessary) push aside colleagues who fail to live and spread it.

They borrowed a motto from the U.S. Army: “Amateurs discuss strategy; professionals discuss logistics”—in other words, the nuances of getting things done.

Ignorance, mediocrity, and mistakes run rampant when organizations fail to link the right people to the right information at the right time. This

The fourth big lesson is that scaling starts and ends with individuals—success depends on the will and skill of people at every level of an organization.

As engineer Sanjeev Singh explained, if you keep waiting for people to tell you what to do, don’t ask for help when you get stuck, and won’t show others your work until it is perfect, “you won’t last long at Facebook.

Effective scaling depends on believing and living a shared mindset throughout your group, division, or organization.

When someone can find some way to direct a team’s or an organization’s attention toward the people affected by what it does (and away from members’ own needs and wants), they will take greater responsibility for doing the right thing. This was certainly true for those radiologists who detected more errors in X-rays when the patient’s picture was staring back at them. It was also evident when CEO Wright Lassiter at the Alameda Health System convinced union leaders that their patients—and ultimately the workers they represented—would be better off if their members took a shuttle to and from an employee parking lot rather than to compete with patients for parking spots.

Organizations that scale well are filled with people who talk and act as if they are in the middle of a manageable mess.

Bob Sutton and Huggy Rao, Scaling Up Excellence

Dear reader, it may surprise you, but I know you personally. This is how I would sum you up: ‘You have a great need for other people to like and admire you. You have a tendency to be critical of yourself. You have a great deal of unused capacity, which you have not turned to your advantage. While you have some personality weaknesses, you are generally able to compensate for them. Your sexual adjustment has presented problems for you. Disciplined and self-controlled outside, you tend to be worrisome and insecure inside. At times you have serious doubts as to whether you have made the right decision or done the right thing. You prefer a certain amount of change and variety and become dissatisfied when hemmed in by restrictions and limitations. You pride yourself as an independent thinker and do not accept others’ statements without satisfactory proof. You have found it unwise to be too frank in revealing yourself to others. At times you are extroverted, affable and sociable while at other times you are introverted, wary and reserved. Some of your aspirations tend to be pretty unrealistic. Security is one of your major goals in life.’ Do you recognise yourself? On a scale from 1 (poor) to 5 (excellent), how was my assessment?

Grit drives people to succeed, especially when they face daunting and prolonged challenges—a hallmark of every scaling effort. (Scaling Up Excellence)

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Imagine homemade desserts, with pies being the star, made by two older Southern women using time-honored family recipes that elicit a feeling of nostalgia and luxury." Brock snorted as he shook his head. "Food is a crowded field. There's no way---" Micah held up a hand. "Let her finish." Yeah, dumbass. Let me finish. "This is about more than pies and desserts. It's about the story behind the desserts." I was in it now and didn't have a road map to lead me out again. "The backstory is inspiring. Two women of a certain age were married to completely useless men and ultimately forced to fend for themselves." I let that last sentence splash around in the room's testosterone for a second. "They rebuilt their lives by making and selling pies. Creating a business and a community around the pies that later expanded to include other desserts." "So?" Brock excelled at missing the point and didn't disappoint here. "Frankly, they're damn good pies. Right now, they're sold on a small scale all over the South via word of mouth and a website. They're special. Curated. Artisanal." I'd moved into the part of the pitch where I threw phrases together that may or may not have applied to pies, cupcakes, and other assorted dessert items because this room loved fancy buzzwords. "Now imagine taking this small grandma-run business nationwide. Making it the go-to dessert option for special occasions. Putting it in high-end grocery and specialty stores as well as on direct delivery. Creating demand like that lady did with cupcakes a decade or so ago." Big fan. Loved the whole dessert family. And those cupcake vending machines? Genius. Now I wanted a cupcake, so time to wrap this up. "If we focus on the pies for a second, once you convince people they need the pies, they'll pay for anything for those pies. Plus, you have built-in marketing gold in the form of two very feisty, self-made women who people will see as their grandmas.

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