What does a good lean elevator pitch sound like? Why do small, well-intentioned improvements end up causing problems later (hint: it helps to document things)? And how do owners listen closely to customers without losing sight of the long-term direction they’re trying to steer the business toward?

In this episode of Lean Built, Jay and Andrew talk through those questions. Along the way, they discuss why intermittent problems are usually the result of stacked variables, not single root causes, why experience and judgment still matter even as systems and data improve, and much more.