“We don’t have any binder full of best practices for you. You are it. If you don’t want to change the world—go home.”
—Brett Wheatly of Ford Motor Co., to the first candidates for coaches of the fledgling Consumer Experience Movement (CEM) program
When you’re listening to someone give you criticism, delving more deeply into feelings is often a really bad move. It can make the criticism last longer and feel worse.
One of my early lessons in leading change came at the age of 19, while working in a program known as VISTA, Volunteers in Service to America. The lesson was this: Leading change is a marathon not a sprint.
Have you ever wondered where all the customers have gone? Gosh, let’s hope not! But stick with me here. Is acquiring new customers becoming a challenge?
© 2026 Quality Digest. Copyright on content held by Quality Digest or by individual authors. Contact Quality Digest for reprint information.
“Quality Digest" is a trademark owned by Quality Circle Institute Inc.