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Monthly Archives: October 2013
Disney and the Art of Service at Scale
Posted by on October 20, 2013
Supposedly one of the great trade-offs to scaling an operation is the inability to maintain great customer service. Once you sell or serve a great number of people, it’s just not possible to treat your customers as well as if there were just a few of them.
Or is it?

Even the extended Osborne family can’t rattle Disney.
Our extended family on my wife’s side spent the past week in Orlando, Florida visiting several of the Disney theme parks. We were a large group, 24 at peak, but a mere drop in the ocean compared to the number of simultaneous visitors at any one park on a single day, let alone all of the parks, let alone all of the days. Driving in to the properties, I am always struck by the number of parks, and within each park the acres and acres of parking. You can almost hear the cash register ringing every time a car pulls into a parking space. Parking…tickets…meals…concessions…etc.
It would be easy to assume that an operation this size would treat people like cattle, sucking the cash from their pockets and then shoving them out the door. And, given it’s a profit-seeking public company, that’s not entirely untrue. Every step of the way, however, I was struck by the thoughtfulness and courtesy shown by the parks’ designers and staff. The designers obviously went to great lengths to create a perfect environment. We noted several times that there were no visible signs of logistical support, meaning the entire operation is executed like clockwork hidden from view. “All those supplies and you don’t see any tractor-trailers,” noted my brother-in-law. Meanwhile, the staff graciously accommodated nearly all of our needs and requests—whether handicap access or a group photo—bending over backwards to ensure a good experience. To accomplish these in such grand fashion is truly remarkable, and a model for how to run a business. It’s not a coincidence that so many people from so many places continue to worship at the altar of Disney.
I had heard Disney changed its handicapped access policy this very week because too many people were abusing the system and using it to jump the lines. Frankly, I was just happy to have my Ellie along, and didn’t expect her to have as much fun as her cousins. But time and time again, we were whisked into attractions, whether rides or shows, and often to premier seating at the last minute. Whether lowering wheelchair ramps on buses, escorting us to a special access point, or patiently waiting as we transferred her and loaded up her 14 cousins and siblings (and ten aunts, uncles, parents and grandparents), every single employee smiled and treated us with grace. And they accommodated every request for a group picture, etc, even when it put their schedule in jeopardy. Time and time again.
Now, I know Disney’s not without its detractors. The tickets (and everything else) cost a king’s ransom, the lines are long and not everything works out perfectly every time. Our experience might have been a function of luck, of mirroring (treating people nicely tends to earn you their cooperation), or coercion (my wife’s family can be quite assertive at times). Certainly it was a function of practice; when an organization does something millions of times, it has ample opportunity to figure out how to do it right.
This isn’t meant to be tribute to Disney, however, but rather show an example of a huge organization that still takes care of each customer as if it still depended on that customer’s business and referrals. Would it cost less to cater to the lowest common denominator and commoditize the experience? Perhaps in the short run, but not in the long run. It really shows that there is no excuse. If they can do it, so can anyone.
“But they’re Disney,” you might be thinking, “they have to!”, and you’d be right. They don’t survive without it. But does that mean everyone else is off the hook and held to a different standard? If so, why?
As you scale your business, make top-notch service a priority. It can be done, and it matters.
Get Out! (…of the echo chamber)
Posted by on October 13, 2013

How many decisions do you make in a typical day? Lots, right?
How effective are those decisions in helping you achieving your goals? Probably less than you think.
One of my responsibilities in my role as an investment manager is to evaluate decisions. Good decisions are naturally expected to result in good outcomes, just as bad decisions would be expected to yield negative outcomes. People who consistently make good decisions would be considered skillful, and those who consistently make bad ones are probably in the wrong business. Due to life’s uncertainties, though, decisions can lead to unexpected outcomes. A good decision can lead to a bad outcome, which is considered bad luck. A bad decision might yield good results, which would be considered good luck. Over time, in most areas, skill will trump luck. But this isn’t always true, and a persistent string of luck can easily be confused with skill. Just because I flip a coin and get heads five times in a row (a 3% chance, if my math is right) doesn’t make me good at flipping heads.
I enjoy this part of my job, because I’m a student of decisions in life in general. Ask my kids…we’re always reviewing “Was that a good decision or a bad decision?” with the hope of steering behavior to better decisions over time. And I certainly turn the microscope on myself and try to be introspective, though it’s always hard to be objective in self-evaluation. It’s consistent with my philosophy toward continuous improvement, though, so I try.
And that brings us back to looking at our daily decisions and their alignment with achieving our goals. In the moment, we naturally think our decisions are aligned. But are we really giving ourselves the best opportunity to make the best decisions?
As humans, we tend to make the same behavioral mistakes over and over again. It is really, really hard to overcome them, even with awareness and the best of intentions. That’s why it’s so good to be reminded of the patterns and to learn new tricks to deal with them. Being aware and armed is not the hardest part, but it’s a good place to start.
One of the biggest pitfalls we fall prey to is called anchoring. This is when we’ve made up our minds, and it takes some pretty compelling evidence to get us to change our view. Anchoring dovetails with another pitfall called confirmation bias, where we seek information that supports our point of view. Whether consciously or unconsciously, we gravitate toward those that agree with us and provide us with evidence that strengthens our view rather than undermines it. This creates an echo chamber that severely limits objectivity.
In some areas of life, this is perfectly suitable. My kids go to Catholic school because it is consistent with our beliefs and educates them in the manner we deem most appropriate. Each weekend—well, almost each weekend—we go to Catholic mass, an action that reinforces that view. As a result, that decision loop feeds itself and has little chance of changing. We’re okay with that. We’ve already examined the topic pretty thoroughly from multiple angles (my wife Colleen went to Catholic school growing up, and I went to public).
In other areas, echo chambers can be more troublesome. It’s an obvious example, but there is no denying the polarity of the political system. This is a vicious cycle reinforced by confirmation bias. Politicians data mine and cherry pick statistics to support their arguments. When’s the last time you heard a politician cite a piece of disconfirming evidence as a reason for changing his or her views? (And how’d that go over?) So are they making great decisions? And what about us, who elect these dutiful officials? How many Republicans watch MSNBC, and how Democrats watch FOX News? And why would we, when they are echo chambers for their own selectively reinforced views?
I see it too with the entrepreneurial community. Observe the social media discussion and there’s lots of rah-rahs and amens as consensus grows louder.
I’m not necessarily trying to fix a broken system. But I would argue that we can improve our own decisions by being a little more open-minded and objectively looking for disconfirming evidence to challenge our beliefs. There’s a solid basis for this. When we were school-aged, we learned to establish a hypothesis and then attempt to disprove it. This process tends to result in sound conclusions.
As you make your decisions—for your business, your family, yourself, etc.—consider whether you’re truly being objective. Instead of seeking explicit support, think of where you can turn to get contrasting opinions that challenge your view. Find someone who disagrees with you, and listen. This is hard. It takes awareness and effort, it’s uncomfortable (what if I have to admit I’m wrong?) and it slows things down. But it’s worth it, because you’ll make better decisions and only then have confidence in the effectiveness of your decisions.
Even if you don’t take the step to actively seek disconfirming evidence, at least consider whether you’ve fairly looked at all sides of the situation and have been sufficiently open-minded. Understanding the bias to your decision can at least help mitigate the damage of a poor decision.
There are all kinds of behavioral pitfalls associated with decision-making, in investing and in life. Confirmation bias is a big one. So do yourself a favor, and get out of the echo chamber.
PS: Seth Godin’s post the day after I wrote this—called The opposite of ‘defenseless’—succinctly and creatively makes a similar point.
How to Create Value
Posted by on October 5, 2013
In last weekend’s post I discussed the importance of consistently building value rather than just running around looking for that one big break. Now I’ll share my philosophy on how to create value.
The basic equation behind value creation is this:
Consistent Effort x Effective Execution x a Good Idea = Value Creation
Each part of the equation is very important. Without all three, you’re probably flat-lining at best.
Consistent Effort
Research psychologist Angela Duckworth has shown the significance of “grit” (which she defines as “the tendency to sustain interest in and effort toward long-term goals”), combined with self-control, as a predictor of success.

one brick on top of another
My wife Colleen calls this “consistent persistence”, and it’s a really important trait. It’s the backbone to sustainable value creation, and will allow you to survive the noise and outlast much of the impatient competition.
Effective Execution
Effort without execution is spinning your wheels. While effort is the motor that makes the wheels turn, execution is the traction that allows forward progress. Within struggling organizations, you will invariably see groups going through the motions but not blocking and tackling–executing–effectively. The resulting lack of progress is then construed as a strategic shortcoming, when the reality was simply inadequate execution of basic strategy. Unfortunately, strategy then gets revised, and typically made more complex. This in turn makes effective execution harder, not easier.
The key behind effective execution is to make sure you’re doing the right things right. Then, the consistent effort becomes a powerful engine (and far less likely to burn out).
A Good Idea
It goes without saying that terrible ideas will be met with certain disaster. Effort and execution will only add to the velocity at impact.
Average ideas can produce above-average results, but only with a lot of effort, near-perfect execution, and some good luck. That’s a pretty high hurdle. Moreover, there’s a limit to an average idea’s upside potential, which means the return on your investment is capped. There’s not much optionality to an average idea.
Good ideas are hard to come by, but offer a better payout profile. Great ideas are even better, but good ideas are often good enough. Here are two supporting anecdotes:
- When my wife Colleen was younger, she thought she wanted to be a lawyer. “There are already too many lawyers, she was told. Find something else.” Her father told her “There may be a lot of lawyers, but there are never enough good ones.” Sometimes, doing something ordinary extraordinarily well is all it takes.
- Yesterday on the radio I heard a successful morning talk show team complaining that other shows keep ripping off their bits. The show’s leader dismissed the concerns, saying it’s always been that way. I’m paraphrasing, but he basically said “Let them rip us off. We rip off other people all the time. The difference is we do it better than all of them.”
That open market attitude is beautiful. Just give me a good idea, and I’ll win by doing it better. That’s value creation.
Value Creation
These are the three inputs to value creation. No shortcuts.
Think about building a bridge, or a house, or even software: it’s only valuable if you finish it, built it well, and used a good plan.
The amount of value created over time (or, the slope of the value creation curve) will depend on (a) the amount and consistency of effort, (b) the effectiveness of the execution (which includes strategy, resources and tactics), and (c) the quality of the idea.
It’s an extremely simple concept, and that’s what’s beautiful about it. As you think about what you’re trying to accomplish, take stock of these three inputs and see where you stand. Then turn the dials a little and reap the rewards.