Masters of Scale Rapid Response: How Warby Parker is making decisions in uncertainty, with CEO Neil Blumenthal
May 23, 2020
Neil Blumenthal, Co-CEO of Warby Parker, shares how his company navigates uncertainty during the COVID-19 pandemic. He discusses the rapid adaptations to ensure safety in stores and factories while optimizing online services. Blumenthal highlights the surge in telehealth for eye care, and the innovative shift from their 'buy one, give one' model to providing PPE to frontline workers. Throughout, he emphasizes the importance of clear communication and employee well-being, showcasing lessons in resilience and adaptability.
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Early Pandemic Response
- Warby Parker initially viewed the pandemic as a supply chain issue.
- They proactively increased inventory stateside, anticipating disruptions.
Uncertainty and Decision-Making
- Uncertainty is the biggest challenge during a crisis, making planning difficult.
- Early COVID-19 data was unreliable, forcing blunt decisions like store closures.
Phased Store Reopening
- Reopen stores in phases, considering factors like location, size, and employee commute.
- Assess local infection rates, healthcare capacity, and trends to inform decisions.