Awkward Reality #310

“We talked about it so much, we thought we had done it.”

This is how one client described his experience with one of his company’s initiatives. Take understanding customer needs, for example. Many companies discuss and debate this year after year, but the wheels just keep spinning without traction. Nothing worthwhile happens until a) people are trained, b) metrics are established and c) new behaviors are rewarded. As Peter Drucker said, “Plans are only good intentions unless they immediately degenerate into hard work.”

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