Companies should not rely on heroes

I see a lot of companies competing for top talent, and thinking about it as the silver bullet for their growth. It is a romantic vision promoted by histories of startup founders. Relying on recruiting top people as a key for the company makes growth unreliable. It is risky long term strategy.

Think about McDonald’s or Starbucks. You don’t have a favourite waiter or barista there. You go there because the experience will be nearly the same everywhere you go. This, a great experience every time, should be your goal as a director or manager

Outstanding employers will help, but there should be amazing processes in place which will make mistakes virtually impossible. Look where employees need to act like heroes to deliver – you need to fix process there.

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