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Reeves also instituted what he calls three checks and balances on growth. The first was customer experience. Gusto developed metrics to track whether it was solving customers’ problems or creating more. Of course, if Gusto ever starts causing problems, that’s a signal to slow down and get it right. And if the metrics show customers are too pleased, Reeves takes it as a sign that Gusto might be growing too conservatively.
Intended Consequences
Hemant Taneja and Kevin Maney
If someone moves out of the 4A feedback guidelines to speak in a way that is sarcastic, aggressive, or generally unhelpful during the live 360, the leader needs to step in and correct the comment in real time. This situation is particularly important because we’ve been working extensively with our leaders to make sure that everyone feels included and to understand how off-the-cuff comments can feed bias even unconsciously. Scott missed his opportunity. But, in this case the company’s culture of candor saved the situation:
No Rules Rules
Reed Hastings, Erin Meyer
Only when I got in a position to hire people and build an organization did I grasp the importance of the qualities needed to succeed in competitive sports; such virtues as endurance, perseverance, dealing with defeat, and being part of a team or leading it. Lacking this wisdom, I declined the invitation and to this day regret not taking my shot at hanging out with the cool kids and getting a varsity Y.
The Stoic Capitalist
Robert Rosenkranz
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