Monthly Archives: April 2009

Another Positive Review for Instant Turnaround!

Jim Pawlak wrote the following review of Instant Turnaround! which appeared this morning, April 5, in the Dallas Morning News:

“Instant” may be overstating the case because management must change its decades-old view of employees as expendable assets and build through trust, not fear. Building trust takes time.

The authors point out that managing strictly by the numbers makes the numbers more important than the people counted on to drive results. That’s the wrong message; as far back as the late-1920s, studies have shown that the big-stick, command-and- control approach leads to unhappy employees, low productivity and costly, high turnover.

What approach increases productivity and lowers turnover? Engagement. Make employees a real part of the team. Asking, not telling, acknowledges that there are many smart people in the room – and you want, and value, their input.

The authors believe customers come second; employees come first. Why? Employees treat customers only as well as they are treated.

Another message to senior managers: Get involved with the frontline people. Spending time in the trenches reinforces the employee-first message, and provides a broader, unfiltered perspective of how the business works.  For more information on the book, go to or