If your team is growing, you’ve probably asked some version of this question: How do we hold on to what makes this place special? Danny Meyer spent years trying to answer it, until he realized it was the wrong question.

Danny is the founder of Union Square Hospitality Group and Shake Shack, and he has spent 40 years building some of the most admired hospitality businesses in the world. His new book, What Could Possibly Go Right?, is a candid look at the mistakes that taught him the most.

In this conversation, Danny shares his simple equation for culture: the sum of the behaviors you celebrate, minus the behaviors you tolerate. We talk about why kind leaders give the feedback nice leaders avoid, why culture has to evolve as you grow, and how to lead people through change they didn’t sign up for.

If you want to build a team where your best people are asking, “Why would I want to work anywhere else?” this conversation is a great place to start.

You’ll Learn:

• Why the best leaders treat their people like volunteers who could work anywhere else
• Danny’s equation for culture, and why what you tolerate matters as much as what you celebrate
• Why Danny replaced “family values” with “expected behaviors”
• The hidden cost of keeping a top performer who’s toxic to the culture, and why your team usually already knows
• How to tell whether a performance problem comes down to ability, willingness, or fit
• Why kind leaders give the honest feedback that nice leaders avoid
• Why your culture should change as you grow, but your values shouldn’t
• How to use promotions to show your team what you expect and advance your culture
• The two kinds of problems every leader faces, and why the ones you avoid only get harder
• How to lead people through a change they didn’t sign up for, and why it’s OK when some choose to get off the train

People / Resources Mentioned

• What Could Possibly Go Right? by Danny Meyer
• Setting the Table by Danny Meyer
• The Culture Code by Daniel Coyle
• Servant Leadership by Robert K. Greenleaf
• Walter Robb (former co-CEO of Whole Foods)
• Dan Guerrero (former UCLA athletic director)
• Union Square Hospitality Group
• Union Square Cafe
• Gramercy Tavern
• Shake Shack
• Ed Bastian (CEO, Delta Air Lines)
• Jamie Dimon (CEO, JPMorgan Chase)
• Pope Leo XIV

Recommended For You

Did you enjoy this episode? Then listen to:

• Daniel Coyle on The Secrets of Highly Successful Teams
• The Power of Exceeding People’s Expectations with Visionary Restaurateur Will Guidara
• Arthur Blank on Values-Based Leadership