Why Does Change Fail In HBR Case Studies: Making Change Stick?

The company had been losing money for two consecutive years. That year, with our biggest client suddenly going out of business, we lost nearly ten million dollars in receivables. On New Year's Eve, I sent out a company-wide apology email after much deliberation. The email stated, "At this moment, I regret to inform that we can only increase each employee's monthly salary by 20 dollars this year." An intern named Ingrid Little took a screenshot of the email and posted it online. In no time, her post started trending. The entire internet criticized me for being fake and pretending to be poor. They said that my shameless act was a blatant insult to my employees' hard work. "20 dollars doesn't even cover commuting!" "Why hasn't this garbage company gone under yet?" Ingrid replied to each comment with the same line: "I don't care about the money. I just feel insulted. I'm quitting tomorrow." The next day, I walked into the office with bloodshot eyes and turned on the company-wide broadcast. I announced, "Since some people believe I've insulted their dignity, you may submit your resignation immediately. However, you will no longer be entitled to the year-end bonus of 20 thousand dollars." Everyone gasped in disbelief. Ingrid turned completely pale, and some workers even rushed into my office impulsively. "Boss, this has nothing to do with me! I stand with the company!" After all, my company had increased salaries for 37 consecutive years and given an average raise of over 2,000 dollars each time. They wouldn't find a company like mine elsewhere.

At the company's celebration dinner, the new HR guy slapped a bill on the table—$860 for A/C and venue costs from our last all-nighter. I shot a look at Sherry—my girlfriend, my boss—thinking she'd have my back. Nope. She latched onto HR's arm and said, "Quentin, this isn't your daddy's company. Quit freeloading." And just like that, nine years of busting my ass for this company, and turns out—I was the discount item on the menu.

I was the top repair specialist at a luxury goods store. Ninety percent of the shop's revenue came from my work alone. In three years, I turned a run-down little shop on the brink of closing into a nationwide chain. All because I clocked in two minutes late one morning, the newly appointed supervisor, Tom Menzie, locked the front doors and announced he was taking everyone on a company trip. I asked why no one bothered to tell me. Tom sneered, "Well, those who can do more are trusted with more. We're going on vacation. You stay and work overtime. If you can't handle it, then get the hell out!" I was so mad that I laughed. I called the owner directly. "I heard you're firing me."

I set up a company cafeteria for employees with an abundant meal daily worth 150 dollars per person. Meals are prepared by a world-renowned master chef. Every day, I only ask my employees to contribute a token of one dollar. Instead of gratitude, all I get is their envy of the neighboring company. "I wish we had that. Their healthy lunches cost them nothing, and the company covers everything." "Yeah. Free salads always seem to taste the best." Before long, this chatter spreads through the office, and the new hires carry it into the company's group chat. "Mr. Shaw, can we switch things up? All this rich, heavy food is just too much for us!" A few of the senior employees quickly jump in. "Yes, Mr. Shaw! We're not asking for anything extravagant. We only want something like the healthy lunches the other company gives out for free!" Perfect. They ignore my lavish 150-dollar meals that cost them almost nothing, yet they pine over the neighboring company's modest lunches. I scroll through the chat, feeling nothing but sharp irony. I immediately send a company-wide email. "Attention, everyone! By popular demand, and so you can all experience a truly free lunch, the cafeteria's daily meal is reduced from abundant to simple starting today. "Snacks and fruit options are discontinued and replaced with the same healthy lunch set offered by the neighboring company. The company will cover the full cost. Enjoy your meal!"

I, Lilian Newton, am the top luxury goods repair specialist. 90 percent of the store's revenue comes from me. Three years on the job, I turn a little shop that nearly goes bankrupt into a nationwide chain. Just because I am two minutes late to work, the new manager locks the front door and plans to take the staff on a trip. I ask her why I was not informed. She scoffs and says, "The capable should do more work. We are going on a trip. You stay behind to work overtime. If you can't handle it, then get lost!" I laugh in exasperation and call my husband right away. "I hear you're planning to fire me. Is that it?"

Our Black Friday sales broke ten million. I allocated a budget of $100,000 and told my deputy to organize a celebration dinner for the team. However, after the party ended, everyone in the team looked at me in disdain. I only realized the reason when I heard their complaints in the break room one day. “Ms. Heaton is such a cheapskate. We made ten million in sales, and she treated us with a $3.99 budget takeout for the celebration.” “Seriously, I heard from Ms. Reiser that Ms. Heaton kept the money for herself! She just didn’t want to spend it on us.” My assistant even showed me a post circulating online, accusing me of exploiting employees and lining my own pockets. I summoned my deputy manager, Casey Reiser, to my office. She fell to her knees in tears and confessed everything. “I’m so sorry, Ms. Heaton! My daughter needed emergency heart surgery. In a moment of weakness, I misused the funds!” However, I had clearly seen her daughter sign up for a dance class just yesterday! Since everyone was so quick to judge without knowing the truth, I would retract the team’s monthly budget of one million then!