chapter five Shifting a Company’s Gears: The Unreasonable Premise

“All truth passes through three stages. First, it is ridiculed. Second, it is violently opposed. Third, it is accepted as being self-evident.”

—Arthur Schopenhauer

Kathy Pillshard got to Smith & Wollensky’s at 11:15 before the big lunch crowd push had a chance to arrive. She hadn’t lived in Manhattan for several years but still knew the way to her favorite steakhouse. As the door closed behind her, she left the street noise of cabs honking and buses grinding out on Third Avenue. Inside, the ambiance shifted to tastefully quiet. She was led to a table in the far corner where Roger Milford sat with a cup of coffee and The Wall Street Journal in front of him.

He swept the paper to ...

Get Thank God It’s Monday!: How to Create a Workplace You and Your Customers Love now with O’Reilly online learning.

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