I asked every member of the COO Alliance to write down one thing they were struggling with. Just one thing. No names, no context, just the truth on a small piece of paper.
They crumpled the notes and threw them into the center of the room, then everyone grabbed a random one and read it out loud.
“I’m going bankrupt.”
“My spouse is cheating on me.”
“I hate my weight.”
“My marriage is falling apart.”
People were sobbing within minutes, because everyone in that room realized the same thing at once: every person carries something heavy, including the ones running the meeting.
Perks Are Table Stakes
That moment changed how I think about employee net promoter score. Most companies chase it with birthday cakes, work anniversary shoutouts, and the occasional gift card.
That stuff is the equivalent of playing jazz in a coffee shop. Everyone does it, and nobody remembers it.
The MORE-ale Experiment
Years ago at 1-800-GOT-JUNK, we ran a contest called MORE-ale. The name was a pun, but the goal was serious.
We wanted to know what our people were dealing with outside of work. Their fears, their debt, their kids, their marriages, their weight.
We wanted to care about their dreams more than any other place in their life did. That idea shaped how I built culture at every company since.
Walking Each Other Home
I recently got a tattoo, a Ram Dass quote in Hindi that translates to walking each other home.
It reminds me that the revenue, the KPIs, and the org charts we chase do not mean much on their own, they are simply how we make a living while we walk each other through life.
That shift in perspective changes what leadership looks like day to day.
A round of axe throwing or a free massage can lift the mood for an afternoon, but it does nothing for someone whose marriage is falling apart or who cannot make rent.
Bottom Line
Employee net promoter score does not come from perks. It comes from knowing what your people are carrying and choosing to care anyway.
Want to see if you or your COO have what it takes to build that kind of culture?
Grab the free guide, 8 Traits of Top COOs. It reveals the core capabilities that separate high-performing COOs from operators who simply stay busy, so you can assess yourself, your COO, or your leadership team with real clarity.
