5min chapter

The Tim Ferriss Show cover image

#303: How to Do Crazy Good Turns -- Frank Blake

The Tim Ferriss Show

CHAPTER

You Get What You Measure

The internet is almost all negative feedback. People get punished and attacked. But positive reinforcement is actually critically important. I would spend every sunday afternoon writing notes to hourly associates. We did a video every single week of great custo service, and we put it in that same breakroom with the actual associate who'd been recognized. And i believe that we learned more from those positive stories and recognition than anything else. It's when you pull people out and say, "This person here was extraordinary" You just don't communicate it if you're not talking about it.

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