When new hires are onboarded at iCracked, a repair and reselling company that specializes in both Apple and Samsung devices, trainers share the same set of mission-critical instructions multiple times: Managers don’t want to hear, “What do you want me to do next?” but instead, “Hey, can I do this?”
The distinction is subtle; the former enforces hierarchies, while the latter sparks a culture of exploration, experimentation, independence and confidence.
“Our hope is that this philosophy instills in our people a sense of empowerment,” says iCracked co-founder and CEO AJ Forsythe. “We believe people learn through mistakes and decision-making. True fulfillment comes through finding solutions and implementing them.”
The approach certainly resonates with employees. At last count, iCracked, which is based in Redwood City, Calif., had 130 full-time employees spread…