New Year's Resolution for I&O Professionals: Lead Consumerization From The Front

Step into my office, fellow I&O professional, and join me on a brief but rich journey of imagination. Imagine you're a business jet sales sales rep. Now imagine that this morning you went to the garage where you keep your company car and for the second time in a month, the key fob won't open the doors and you have no other way in. You have a big airplane deal on the table with the head of an investment bank in the city in 1 hour, and it's a 50 minute drive. Just then…as if to mock your dilemma…a voice from the car says "I'm sorry Dave, you do not have access to this car. Would you like to request access from the car's owner?" "IT'S MY CAR", you shout! You think of your boss and what she's going to say: "You should have allowed more time, Dave. Remember, YOU are responsible for your quota. Everyone has the same challenges. It's up to YOU to think ahead."

After an hour, the door unlocks and the car's voice apologizes. "I'm very sorry for the inconvenience, Dave. The motor pool coordinator forgot to add your name to the list of sales reps with company cars after the sales re-org last week. It has been fixed now." $%&#! you yell. You missed the client meeting and the deal, and you will also now miss your quota. To make sure it NEVER happens again, you start making other transportation arrangements. In fact, you think the new Land Rover Evoque fits your style and perhaps you don't need the company car after all. You're being paid on results, and excuses -- no matter how legitimate -- don't count.

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