Who’s In Charge Here?
The beach accommodations at the Ritz Carlton in Naples are superb and run very well. The pool areas are awful, with people claiming chairs at six in the morning with a hat or shoe and never actually using them. I found that the two operations are run by different managers.
A general manager at Merck told me once, “When I find someone underperforming I don’t go to that person, I go to his or her manager. That’s where the real problem is.”
That’s how easy consulting can be. Why complicate it?