Keith Yandell

Requiring every employee to perform the core service of the business builds authentic empathy for the customer experience and surfaces operational bugs that data alone might miss.

"We have a program called WeDash, where, four times, a year all employees are required to go do deliveries. And I love doing it. I do it more than four times a year, and I usually take my daughters wit..."

Giving direct, even jarring, feedback to a candidate is the most effective way to test their humility and receptiveness to coaching.

"It's just like when you're interviewing someone, giving them tough feedback after the interview if there's an area of concern, but you otherwise like them, can be a really great way to see how they wo..."