Ryan Tierney | Reducing Customer Friction

I think I had a light bulb moment when you told me, when we were talking about this, I was like, Because all I try to do is make things simple.

And if anybody out there Googles lean manufacturer and there's all these charts and graphs and it's all this complicated stuff.

But I always look for like phrases or words to like explain lean in simple terms.

And I think you've done it for me this week.

You talked about removing friction.

And it sounds like a small word, but I think we should talk about this because a lot of people can benefit from Yeah.

Them two words, let's remove friction.

Uh-huh.

So I'll go back.

I found this in a book, and it was called...

I probably have to drop it in the notes.

I can't remember exactly.

I zipped through this book so fast.

They started by telling a story about a family who went on vacation.

The toddler left its stuffed giraffe at the hotel.

They get to the airport.

They realize, oh, no, right? We've all been there.

They call the hotel and say, hey...

Can you make sure we get this draft back? No problem.

We already have it.

Then they took it on this mini vacation.

They took pictures of it on social media.

It was with the margarita.

It was at the pool.

And they were like, you know, extending its day.