Culture Change: How My Loudest Detractor Became My Strongest Ally

Early in my career, I was recruited to go help a company turn around a part of their Mid-Atlantic region (specifically, DC, DE, MD and VA). It was a company of about 35,000 employees and I would eventually go on to support about 4,000 of them in my region. This was back in my safety, loss prevention, security days.

Back to the reason I was recruited though. The Mid-Atlantic region had been one of their worst performers for years - from a loss perspective. I would eventually attribute this largely due to lack of leadership commitment to forging a strong culture - but that would also include full commitment and personal accountability from my predecessors.

I was warned that my first meeting with one of the district managers (in the worst performing district) would not be warm and fuzzy. The district manager was not easy to work with and generally thought my role could add no value to his operations or the balance sheet.

At my first meeting with the most senior district manager, I was told in very plain terms to stay out of the way. I had been warned by my boss that this was coming so it didn't surprise me. I was actually more surprised that he was that bold in front of my boss.

The district manager was hoping I would get frustrated and give up - like others before me. He even instructed his managers to deny my offers to help.

Fast forward TWO years and that part of the region was outperforming most others.

Their sales had always been high...but there loss was high as well.

So, how did this dramatic turn-around happen?

I'd like to take most of the credit but I know it was a team effort. I do know for sure that it wouldn't have happened without my complete commitment to turn things around...but I was ultimately there as part of a shared set of operational support services.

And I showed up by being there for them (and the interests of the organization) day in and out.

So, I committed myself to learning the business - at least enough to identify issues that mattered most to the people in operations.

Every time I visited one of their locations, in addition to my own to-do list, I would point out ways to positively impact the bottom line - something they loved!

Eventually, they saw me as an asset and they became more committed to improving the culture. We forged a bond...as they realized we were ultimately working towards the same big goal - operational excellence.

That same senior district manager initially avoided me at all costs...and now he was scheduling collaborative onsite visits with me.

It was a huge cultural shift...and I loved the process of getting there! ??

So, before you throw up your hands in frustration and blame your stakeholders...ask yourself if YOU are only interested or if you are truly COMMITTED to your desired outcome.

Be committed.

Be accountable.

Be persistent.

Be patient.

It will pay off.

?? Recommended Reading ??

Stepping Up: How Taking Responsibility Changes Everything by John Izzo, PhD

I'm on a mission to amass a comprehensive library on all things related to safety, organizational and continuous improvement culture. If you also share my passion for one or more of these topics, you absolutely have to add this must-read to your home or office library. Or go a step further and create an office library for your team so they can reap the benefits of your thirst for knowledge and self-improvement.

I believe in this book so much that I continue to buy up lightly used copies whenever I can and giving them away to friends and colleagues. If you want me to send you a copy, comment below and shoot me a DM. I have limited copies on-hand so I'd like to chat you up first.

Stepping Up is an annual read for me. Every December I reread it. It's part of my annual ritual to reflect back on the past year to see how well I did at taking personal responsibility for outcomes. It also puts me in a frame of mind to think about the year ahead and how I can step up and show up for myself, my family, my organization, my profession, my industry, and society.

This excerpt on page 43 is one of my favorites and really a great frame of mind for everyone to carry around:

"The first step to stepping up is to be na?ve enough to think you can change things. This may seem so obvious as not to merit mention, but having a belief that it matters if we step up is critical."

I believe in you and I know you have the capacity to do great things. If you see a problem or an issue that needs a solution, own it. Take personal responsibility to do something about it. Start today and don't look back. What you are about to do WILL make a difference.

I'd love to learn more about some of your favorite books. Please share in the comments.

My name is Stephen and I have a deep passion for ???????????? ???????????????????? ??????????????, ???????????? ??????????????, and ???????????????????? ??????????????????????. I've been at this stuff for over 25 years.

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