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An excerpt from Chapter 19 of Change is Good…You Go First:

They'd been a client of mine for 7 consecutive years...I suggested they give away their signature entree - a three pound lobster dinner - as a gift to their patrons on the day of their birthday. At first they chuckled and laughed, and then the room became silent. I told them I was serious and proceeded to explain the details of the promotion. The silence turned to anger and anger turend to outrage...The president asked me to leave the room and return only when I'd come to my senses...

I spent hours walking the park. Later that afternoon, I walked back into the office and told the president I'd come to my senses and there'd be no way I would retract my recommendation. I would stay until everyone was convinced and the entire program was perfectly laid out...

Now, 12 years later, it's still the most profitable promotion with an unprecedented 50% redemption rate and a healthy stream of millions of extra revenue. The promotion was single-handedly responsible for a 7% same store sales boost during the first year alone.

I knew that not one of their wealthy patrons would dine alone on their birthday, so the thought of a loss was out of the question. That an outrageous gift - like a three pound lobster (instead of a sirloin) would generate excitement, commotion and word fo mouth. Most importantly, that the birthday person would invite three of more of their best friends and relatives to dine with them and share this experience.

"They focused on what was - I saw what could be, but together, we made it happen."

In times of change, when you know something is right, you must follow your convictions. Keep going until you make the change - and most importantly - expect great resistance along the way.

An excerpt from Chapter 18 of Change is Good…You Go First:

Each of us wants to be part of something bigger than ourselves. Call it purpose, destiny or a simple desire to get beyond the insufficiencies of our current existence. An individual's yearning to reach outside his life is a seed of greatness waiting for a stream of inspiration. Carving that stream to people's hearts is a simpler task if the endevour you are leading them into is a ttached to a bigger story.

"A storyteller, like a travel agent, can help gather us up from wherever we are, and put us down in another setting." -John Leggett

An excerpt from Chapter 17 of Change is Good…You Go First:

Linus Pauling said, "The best way to get a good idea is to get lots of ideas." Not rocket science, but it works! The only way to keep a change culture alive, long-term, is to set the stage for innovation. Kevin Kelley, in his book, New Rules for the New Economy, said

"Wealth today flows directly from innovation, not optimization. It is not gained by perfecting the known, but by imperfectly seizing the unknown."

Tomorrow comes at us with lightning speed, and your competitive advantage is a fleeting thing. As leaders, we must create an environment that puts innovation front and center. Your people must know it is the key to you company's survival. You must create a climate that rewards risk and creative effort. Your people must not fear mistakes, but understand that honest mistakes can be life's main source for learning.

An excerpt from Chapter 16 of Change is Good…You Go First:

Here are just a few examples on what could be measured to track your progress:

What percentage of phone calls are being answered on the first, second, or third ring?

What percentage of orders are being processed, and shipped, on the same day, the second day, or the third day?

What percentage of orders have products that are back ordered?

In your customer satisfaction surveys, what percentage of your customers are giving your service an excellent rating, a good rating, a fair rating, etc...?

The answers to all of these questions will give you the answer to that question which everyone is looking for in times of change...

Are we making progress toward our goal?

An excerpt from Chapter 15 of Change is Good…You Go First:

Like the gardener, the effective leader recognizes that change takes time to take root. And pulling up the "roots" before the process has matured is a sure way to confuse people, and destroy what has been started. There is a story about a Japanese executive who stressed the need for patience and discipline when it comes to quality.

"Sometimes," he said, "the quality process is like farming bamboo. Once the bamboo seed is planted, the farmer waters it every day. He does that for 4 years before the tree even breaks ground. But, when it finally does, it grows 60 feet in the next 90 days."

This story reminds us that change, like quality, will need time to "take root" before the full benefits are realized.