The One Question That Changes Culture
Why what leaders ask matters more than what they sayBy Deano Gomes-Luis Most culture programmes start with statements.Vision statements.Values statements.Commitments and declarations about how the organisation intends to behave.They’re usually well written.They’re often sincere.And they rarely change much on their own.Culture doesn’t shift because something is declared.It shifts because something different is repeatedly asked. I’ve…
When Efficiency Makes Customers Angry
How optimising the system can quietly erode valueBy Deano Gomes-Luis Efficiency is almost universally celebrated.Faster turnaround.Lower cost.Fewer hand-offs.Less friction.In most organisations, efficiency is treated as an unquestioned good – a proxy for competence, discipline, and maturity.And yet, some of the strongest negative reactions I’ve seen from customers have emerged from initiatives designed to be more…
Why Change Fatigue Isn’t About Too Much Change
It’s about too little impactBy Deano Gomes-Luis Most organisations believe they suffer from change fatigue because they ask too much of people.Too many initiatives.Too many priorities.Too much disruption.The assumption is simple: if we slowed down, people would cope better.In practice, slowing down rarely fixes the problem. I’ve seen this pattern repeatedly in organisations genuinely trying…
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The Action-Response Principle 