The First Slip: When Efficiency Forgot Empathy

Every operations director has a “First Slip.” Mine happened in 1989, at a regional distribution center in Jersey. I was young, hungry for efficiency, and convinced that if I could just optimize the loading dock schedule one more time, we’d hit peak performance.

I crunched the numbers, mapped the routes, and scheduled every driver down to the minute. The result? We missed the lunch rush. The drivers were late, the customers were hungry, and the whole operation ground to a halt.

That day taught me that logistics isn’t just about moving boxes; it’s about moving people. It’s about the driver who needs a bathroom break, the customer who’s waiting for their order, and the team that’s working overtime just to keep the lights on.

Now, when I consult for nonprofits or help a small business streamline their supply chain, I always ask: “Who are we serving?” Because the best process is the one that honors the human behind the box.

So here’s to the slips, the stumbles, and the lessons that make us better. Because every mistake is just a chance to learn how to do it right.