CHAPTER 9

Thriving in Change

Complacency can be fatal.Keep moving. Keep changing.

Harriet: When we acquired Grand Circle Travel back in 1985, the business was pretty simple. Our traditional coach-based tours were purchased from ground operators and managed from Boston. Our associates were primarily American, as were our guides. And most of our trips went to Europe. We marketed directly to our customers through catalogs printed in huge press runs. And we made do with a workforce of about a dozen people.

Boy, have things changed! Today, our products include small-group adventure travel, river cruises, and small-ship coastal cruises, as well as the traditional Grand Circle Travel trips. Our trips are no longer traditional sightseeing tours, but ...

Get Leading Through Turbulence: How a Values-Based Culture Can Build Profits and Make the World a Better Place now with the O’Reilly learning platform.

O’Reilly members experience live online training, plus books, videos, and digital content from nearly 200 publishers.