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Photo by Bogomil Mihaylov on Unsplash

How Uber ruined the single-point rating system…and how we can get back to Good.

Prior to the last, say, 3 years or so, when searching for and assigning ratings to services or products online, there was a universal understanding of the scale, weight, and reliability of a 3-star vs. 5-star rating. Now, I feel, this is no longer true. And I blame Uber. Well, not Uber, exclusively. Rather, I blame how we’ve placed reward on an unrealistic, expected result, rather than using those results to inform, implement, and measure an improved outcome.

“If You Ain’t First, You’re Last”

In the modern comedic satire Talladega Nights: The Ballad of Ricky Bobby, Ricky’s father imparts some (rather flawed, yet motivating!) wisdom on his young son: “Ricky, if you ain’t first, you’re last”. While this fueled Ricky to go all out in each race he pursued, it meant that — as a driver, teammate, parent, friend, and spouse — he left no opportunity for improvement. …


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Feedback sessions. 360 Reviews. Net Promoter Scores. One on Ones. When you read those words, what emotions or responses are bubbling up in your mind (or your gut)? Is it Fear? Anxiety? Anger? How about Elation?

I’m sure that, for most of you, that last one made you laugh out loud (and maybe spit out your drink). In fact, science has shown that we when hear criticism, our bodies have a physical and psychological response, where our “ego can get so defensive that it becomes its own ‘totalitarian regime’, where information is censored in our mind.“[1]

But, what if you could retrain your brain to be open to, and even crave, what otherwise may be considered negative feedback and criticism? There are some organizations and people who are promoting just that — a company culture focused around open, honest, and sometimes uncomfortable conversations. In a recent episode of his WorkLife podcast from Ted, organizational psychologist Adam Grant met with business owners, employees, and coaches to explore the concept of ‘radical transparency’ and candor. You can listen to the entire episode here.


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“A man stretching out his two hands with careless written on them in black and white” by Mitch Lensink on Unsplash

How many times has this scene occurred in your life:

You stumble upon a great [idea, job, mate, car, event, whatever]. You’re totally psyched about it and can’t wait to take the next step. But then, somewhere in the back of your mind (or out of the mouth of a so-called trusted friend/colleague/partner/parent/sibling) the following thought is uttered: “What will [fill in whoever or whatever] think?”

Immediately, you stop your momentum, and self-doubt and excuses begin to enter into your mind grapes.

Mind Grapes - Tracy Jordan (30 Rock)
Mind Grapes - Tracy Jordan (30 Rock)

Photo credit: www.wearyourbeer.com

I’ve got a hard truth to share with you, and I know it may be difficult to accept…No One is Thinking About You. …

About

Amy Yackowski

aka The Practical Dream[build]er & Chief Hoperations Officer for The Brewmance. Operational & Functional software process consultation + design pays the bills.

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