Positive Problem Solving
When I was consulting with Mercedes North America years ago, I found that their most successful dealerships (with the highest customer service ratings) were differentiated by how they handled problems and complaints. It wasn't that they didn't have them, it
Stuck in Second Gear
The German auto makers are taking a beating. Despite increasing sales, their profits are declining. They were late to the electric car parade, and they made a strategic mistake in going "downscale," I think out of corporate greed. Once upon a
Strategically Thinking….
"We need a strategy" is a common plaint, and usually wrong. What's actually happening is that the tactics are failing. People often respond to my advice with, "I'm already doing that!" I reply, "Yes, but you're not doing it well
Strategic Observations
• Mercedes and, to a lesser extent, BMW, have unravelled going "downscale." Mercedes once made relatively few, relatively expensive, high margin models. Today, I can't keep track of them all. Their belief was that everyone should be able to own
Ethics At Ground Level
I've observed that most unethical behavior in organizations is a result of people believing they're helping the company, not themselves. I'm not talking about Enron, or Wells Fargo, or Volkswagen, and their huge, corporate coverups. I'm talking about delivering substandard
I Don’t Care If You Agree, We’re Going Forward
The New York Times is fond of headlines and teasers which say something like this: "Schools continue to engage in X curriculum, but not everyone agrees." Or, "We have a record economy, but not everyone agrees." The point is NOT that "everyone agrees." There are
Doing Good
George Merck, in founding Merck Pharmaceuticals in the US, said, "Do good and good will follow." That's. a pretty good credo for a consulting practice. Stop chasing money.
Stop the Madness
When you find yourself in an organization with a politicized environment, don't take your client's "side" and make it "us against them." You'll lose all your credibility. You need to be perceived as a mediator and facilitator who is helping
Let Me Give You A Little Culture
I've always thought that "culture" is simply that set of beliefs which governs behavior. Hence, if you want to change a corporate "culture" or a school board "culture" you have to change the belief systems or the people with inappropriate
Soaring
Birds don't have to flap their wings as much in strong winds because the air flow is sufficient. Only when there are no winds do birds have to work hard at creating sufficient lift. Don't be afraid of the winds: strong
