Don't Make Everybody Happy

This is an excerpt form a NYT Q&A with Harvard University President Drew Faust.  In my experience, the well-intentioned quest to make employees and customers happy can often lead an organization astray.  It sounds paradoxical, but essentially...

The specific question and answer are repeated below.

Q. But with so many different constituents, you can’t make everybody happy.
No, you don’t make everybody happy, but I believe that if people feel they were listened to, that their views were taken into account, that they had a chance to show you the world from their point of view, they’re going to be much more likely to go along with a decision.

Wednesday, November 25, 2009