Page 118 - The Power to Change Anything

Make the Undesirable Desirable 107

of production could come online would require three full shifts
and seven-day weeks. Graham could have simply mandated the
work and required people to fill their obligations. But she knew
that wouldn’t work. Not only was it unfair to the employees to
force this on them when they deserved time off, but it would
also provoke resentment and hurt productivity.
So instead, Graham asked. At an all-company meeting, she
praised the work that had brought about the wonderful success.
She shared the sales data. She read success stories from doc-
tors who were using the stent to avoid bypass surgery and save
patients’ lives. She extrapolated the sales data and showed how
many unmet needs would result if supply couldn’t be stepped
up substantially. And then she made a request: “We have the
chance to do something [for patients and for ourselves] that no
company has ever done in the history of our industry. We have
an obligation to rise to the challenge. And if you’ll rise to the
challenge, we’ll do all we can to make your lives easier during
the tough times.”
Within half an hour, employees had made a list of all the
things management could do to help them through the holi-
days—including shop for their presents, wrap them, supply late-
night taxis, bring in pizza, and so on. And with that, employees
made a pact with management. Production hit new records,
and the product was available on time for all patients who
needed it. Total sales almost tripled in one quarter. Employees
earned nice bonuses. But more importantly, all those who went
through this experience felt they were part of something spe-
cial. Something important. A moral quest. All because they
were allowed to choose.
What Miller, Heath, and Graham learned is that you can
influence even a resistant group of people if you’re willing to
surrender control. When you surrender control, you win the
possibility of influencing even addictive and highly entrenched
behaviors. And you gain access to one of the most powerful
human motivations—the power of a committed heart.