Podcast Summary: Leading Organizations That Matter, Episode 81
When Failure is the Norm
Host: Rey Spadoni
Date: September 2, 2025
Episode Overview
In this episode, Rey Spadoni explores the theme of "When Failure Is the Norm," focusing on how organizations, especially mission-driven nonprofits and health care/social service entities, can dangerously acclimate to underperformance. Drawing from personal anecdotes and insights from his book, Spadoni illustrates how normalized failure becomes a self-perpetuating barrier to improvement—and how effective leadership can disrupt that cycle.
Key Discussion Points
1. Normalizing Failure in Organizations
- Spadoni opens with the concept that in persistently challenged organizations, failure can become routine, acting as "a shield, a crutch, and a barrier" to progress.
- Quote:
“Organizations facing persistent challenge can acclimate to poor performance. So much so that it becomes a shield, a crutch and a barrier. A devastating barrier sometimes to improvement.”
— Rey Spadoni [00:39]
- Quote:
2. Starbucks as a Metaphor for Organizational Response
- Using observations of his local Starbucks during and after COVID-19, Spadoni draws parallels to mission-driven organizations:
- Many organizations struggled with disrupted operations during the pandemic.
- Some, like most Starbucks locations, bounced back efficiently post-pandemic.
- His local Starbucks, however, continued with long wait times, shortened hours, and inconsistent quality long after restrictions eased.
- He emphasizes the critical difference:
“Mission driven organizations, they provide services and care that clients and patients can't do so easily without. So Covid was tough on them.”
— Rey Spadoni [01:51]
3. The Turning Point: Leadership Change
- A noticeable improvement occurs at the problematic Starbucks location—faster lines, friendlier staff, higher product consistency.
- Spadoni uncovers the cause: a new manager.
- He directly asks the staff what changed with the new leadership.
4. Three Essential Behaviors for Leadership Impact
- The barista’s response distills effective leadership into three habits:
- She listens
- She pays attention
- She expects more
- Quote:
“She listens, she pays attention and she expects more. Okay, there it is.”
— Barista (quoted by Rey Spadoni) [03:26]
- Spadoni notes these are exactly the habits discussed in his book for transforming failing organizations.
5. Lesson for Leaders
- The staff's succinct answer powerfully reinforces how simple yet profound leadership behaviors can reverse normalized underperformance:
- Quote:
“Listen, pay attention and expect more. What a great lesson.”
— Rey Spadoni [03:50]
- Quote:
Notable Quotes & Memorable Moments
-
On failure normalization:
“It becomes a shield, a crutch and a barrier. A devastating barrier sometimes to improvement.”
— Rey Spadoni [00:45] -
On what changed for the better:
“She listens, she pays attention and she expects more.”
— Starbucks Barista (relayed by Spadoni) [03:26] -
A concise leadership takeaway:
“Listen, pay attention and expect more. What a great lesson.”
— Rey Spadoni [03:50]
Timestamps for Key Segments
- 00:39 – Introduction of "failure as the norm" concept
- 01:10 – Starbucks anecdote during COVID
- 01:51 – Differences between retail and mission-driven organizations
- 02:40 – Acknowledgement of persistent problems post-pandemic
- 03:15 – Discovery of leadership change as catalyst
- 03:26 – Barista’s lesson: Listen, pay attention, expect more
- 03:50 – Spadoni’s reflections and key leadership message
Episode Tone & Style
- Spadoni adopts a reflective, approachable style, using real-life analogy to communicate important leadership concepts grounded in his experience and research.
- The language is accessible and practical, focused on inspiring actionable change in mission-driven organizations.
For more on leadership strategies and organizational improvement, consult Rey Spadoni’s book, "Saving Organizations That Matter," or visit racepadoni.com.