Erin Wade: The Mac and Cheese Empire
The Knowledge Project
Empower Creativity Within Guidelines
Creating a magical experience for customers is essential, and it can be a journey of self-expression for employees. The expectation is for staff to deliver this experience consistently, whether serving five tables or five takeout customers. Through creative gestures such as sending home art, singing, or unique birthday celebrations, employees can showcase their individuality. However, there must be boundaries and expectations that guide this creativity, akin to 'intelligent autonomy.' Just as art differs when given a blank canvas versus a paint-by-number, structured guidelines allow for diverse expressions within defined limits. The goal is to provide a 'coloring book' framework where employees can express their creativity freely while adhering to organizational standards, fostering a vibrant culture within the workplace.
