What the night shift knew
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The most accurate description of a company culture rarely comes from the leadership team.
We had spent two days with the executive team and had a tidy account of the culture: collaborative, ambitious, customer-obsessed.
Then we spent a night with the maintenance crew, who described the same organisation in about eleven words, none of which appeared in the strategy deck. They were not being cynical. They were being precise.
Both accounts were true. The gap between them was the actual finding, and closing it was worth more than any repositioning we could have written.