In 2016, the Chicago Cubs won the World Series after a 108-year drought. The drought was not only the longest in major league baseball, but according to Wikipedia it was the longest in all major North American sports. They had great players, managers and games along the way and still didn’t achieve their goal of a World Series Win. The Cubs needed something. They were missing the special sauce needed to be a championship team. Crane Kenney, the Cub’s President of Business Operations said this, “There’s a saying in business that ‘culture eats strategy for breakfast’
What can you do with someone who is defensive and doesn’t receive feedback well?
Being defensive isn’t unusual. It is a very human and common reaction to criticism. My sister and I joke about the fact we weren’t raised to receive criticism as something that is helpful. It can be a slow process to change not only how you react but also to look forward to feedback. You may be working with someone who has years of practice defending actions versus looking for ways to use criticism to make improvements. Here are some suggestions to help both you and your team grow through criticism.
There is a lot that goes into implementing a price increase to your customer base. Operations, sales, accounting and many others need to coordinate what will happen and when. Customer service needs to brace for an influx of customer calls by adding additional staffing, some of whom may be temps or support staff within the office. Unfortunately, some leaders simply settle on a vague directive to the team that they should try to keep as much of the P.I. as possible. They leave the details of what will be said and done to the person taking the call. It has been my