#209 "We’re In the YES Business: Carrie Campbell’s (Boston Red Sox Executive) Culture Playbook"

In this energizing and deeply human conversation, Bart sits down with Carrie Campbell, a longtime Boston Red Sox executive, keynote speaker, culture strategist, and former hotelier. Together they unpack what genuine service looks like, how strong cultures are built, and why creating exceptional experiences isn’t complicated—it’s intentional. Carrie shares her journey from Fairmont Hotels to Fenway Park, how a culture of care shaped her leadership, and why the Red Sox operate with one of the most empowering philosophies in sports and hospitality: “We are in the YES business.” This episode blends personal storytelling, leadership insight, and practical wisdom for anyone seeking to build healthier workplaces or make courageous career moves. Major Takeaways and Learnings Culture Begins With People, Not Processes Great organizations give employees the tools, training, and clarity to deliver great service. Culture thrives when people feel valued—never when the only priority is profit or reporting.Recognition Is a Leadership Strategy Carrie emphasizes that recognition must be intentional. It means understanding how each person prefers to be acknowledged, connecting praise to impact, addressing missteps with clarity, and creating a consistent rhythm of appreciation.You Can Leave Environments That Drain You When someone feels stuck, unseen, or depleted, Bart and Carrie both reinforce a message many need to hear: If you can’t change the culture and leadership isn’t listening, you don’t have to stay. As Bart shares, you can do anything for a year to get back on your feet and rebuild.Everyone Can Lead Leadership isn’t defined by title. It’s defined by behavior. Anyone can model kindness, contribute to culture, mentor a teammate, or take ownership of their environment.The Red Sox “YES Business” Philosophy Carrie offers an inside look at one of the Red Sox’s most defining cultural principles: “We are in the YES business.” Employees are empowered with resources like discretionary ticket allotments to proactively solve problems and create memorable moments. It is a simple but powerful philosophy that reduces friction, builds trust, and elevates fan experience.Fear Should Protect You, Not Paralyze You Fear is primal, but it becomes harmful when it keeps us small. Awareness is the first step to choosing courage and forward movement—whether that means learning new skills, addressing workplace issues, or making a major career change.Culture Creates Safety A strong culture is synonymous with psychological safety. It fosters clarity, consistency, trust, and retention. People stay not because of perks, but because the environment feels supportive and human. Memorable Quotes“I fell in love with delivering experiences people remember long after they leave.”“There’s no such thing as being too nice. Kindness is not weakness.”“If you’re going to survey your people, you owe them a conversation afterward.”“Fear is supposed to keep you safe—not stuck.”“Everyone is a leader, title or not.”“We’re in the YES business, and the culture equips us to say yes.”“Most people don’t stop and smell the roses—and be where their feet are.” Why It Matters / How to Apply ItFor Leaders Model the culture you expect. Teach. Recognize. Support. Set clear expectations. Equip your people. Create consistency.For Employees You shape culture too. Speak up. Contribute. Support colleagues. Practice kindness. And if the environment harms your wellbeing, give yourself permission to leave.For Anyone Feeling Stuck You are not redundant. You are remarkable. And you truly can do anything for a year to regain momentum, stability, and hope.