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Customer Culture: How FedEx® and Other Great Companies Put the Customer First Every Day by Michael D. Basch

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Chapter 17. Anatomy of a Turnaround: Customer Culture in Transition

Frank Chamberlain is a turnaround CEO. He is generally hired by the board of directors of troubled companies to come in and get the business profitable. He is a hired gun.

He has been doing this for 25 years and has headed 19 companies in this role as a turnaround executive.

Most turnaround experts go in with a very sharp scalpel and cut fast and close. They are generally hired to do the dirty work and get rid of most of the people, bring the company to a Spartan existence, and then recruit a new team and revitalize it.

In short, they are meant to stop the bleeding and heal the company. Unfortunately, in most cases, the employees and management left behind are decimated, and it generally ...

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