We were recently engaged by a Fortune 50 company to lead a change offsite for 50 key leaders tasked to improve customer service. The organisation’s reputation has been sullied over the years due to many initiatives in this area with very little improvement. We spent several days with these leaders in open conversation about the issues, recommendations to improve the systems, and changes to people and processes. Part way through the offsite, we were feeling good about the recommendations and that the proposed changes would be successful. After a break, one courageous leader raised his hand and said there was still an undiscussed ‘elephant in the room,’ and that nothing would change unless we dealt with it. We all felt a little deflated given that we had previously felt assured of success.

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