"He was wearing chinos and a flannel shirt. He made us feel at ease immediately with a mock complaint."
"This job! You can't even escape when you're snowed in. You know, the Secret Service has snowplows! And they come get you if you don't show up." He went on to explain how, in his wife's absence, he and "the other soccer moms" had been on the phone all morning trying to figure out what to do about their daughters who were stranded in Richmond after a soccer game.
Then he turned to Elaine, and she introduced her "team." Me first. I explained how good people were trapped in a bad system of centralization and over-regulation that kept them from achieving excellence. When I explained in that my job at the Pentagon I had little authority other than making speeches and writing letters, he exclaimed, "That sounds just like my job."
I laid out my formula for transforming a large organization:
1. Have a simple uplifting message that you repeat over an over.
(Like "Excellent Installations, the Foundation of Defense.")
2. Get your message across through human stories and props that are easy to understand.
3. Praise people who are doing the right things, and don't waste one second going after waste, fraud, and abuse.