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One thing I've learned to accept is that things like quality have never come from the company as a whole. Almost all the time, the quality you see is down to a small number of humans who gave a shit. And when those people leave, it's over. https://twitter.com/tomdale/status/1291911243041845250
This ended up being a really important shift in how I think about the reputation of brands. Companies are mostly incapable of producing high quality. But companies have always been good at accepting the unpaid extra labor of individuals and letting it accrue to their brand.
When a brand's reputation starts to go downhill, I don't think "they don't care about quality anymore". Instead I think, "they let somebody awesome walk out the door, and they don't know how to replace them."
The irony is that those who should be responsible for retaining this huge value to the business often don't recognize truly superlative work. They think anybody can do it. And often they don't even realize the work is that superlative. https://twitter.com/macshonle/status/1291944261856813057?s=19
