Business Development

As Terry Burnham so entertainingly illustrates in his book “Mean Markets and Lizard Brains“, one of the most challenging parts of life is that mankind is genetically wired to look to historical precedence to decide current and future actions. However, as we all know too well the future lays in front of us, not behind us and while we must be able to use our past experiences to chart an appropriate path into the future, some of what we held true and dear just yesterday will no longer be valid tomorrow.

In a nutshell, what worked last year isn’t assured to work this year and has an increasing probability of not working next year. We all know it, we all accept it, yet most of us are challenged to know how to really deal with it. The Service organization is no exception.

The root of this problem lies in the fact that we are mostly comfort seeking creatures of habit. We have pattern driven minds and look for things that have worked in the past and seek to apply them as consistently as possible going forward.

Most companies are run on the principle of processes and a process doesn’t just explicitly assume repeatability, it requires it. So it is no great surprise that companies find themselves in a perpetual struggle to stay efficient and at the same time keep up with developments and changes in an ever more rapidly changing world.

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