Tuesday, 6 January 2009

IBM & Wal-Mart - Iconic Actions

Lou Gerstner, IBM
At a first Divisional meeting, where managers were accustomed to presenting great reams of overhead projections, Gerstner turned off the projector and insisted they all just talk. Very quickly, having the best slides stopped being among the criteria for success at the company.

Sam Walton, Wal-Mart
In one instance, he heard a customer complain to a clerk that the fishing rod he had bought at Wal-Mart Stores had broken. "Mr. Sam" walked over to the fishing rod section, got an identical rod, gave it to the customer and deeply apologized.

Source: John Kotter article, http://www.forbes.com/2006/04/12/power-of-stories-oped-cx_jk_0412kotter.html?partner=daily_newsletter

No comments: