I was recently with the leadership team of a proud company that had a big challenge. They had been experiencing declining sales and profitability. The senior leadership team understood the gravity of their situation, but they couldn’t get the mid-level managers and the frontline employees to see a need to change day-to-day habits.
Like many companies, the culture of the organization had become stale. The employees had a lackadaisical, “So what?” kind of attitude: “So what if this order is not shipped on time? So what if the customer complains?”