HBR Case Studies: Making Change Stick

At the company's annual gala, the CEO announced that this year's top sales performer would receive a two-million-dollar year-end bonus. I was the top performer. However, my manager called me into his office the very next day and explained that the company was cutting costs and improving efficiency. As a result, my bonus had to be reduced. I initially assumed everyone's bonus was being cut. Then, I found out I was the only one getting shortchanged. Even worse, they handed my position to a useless coworker who could barely do the job. I understood everything immediately. 'So this is how it is. You're tossing me aside after you got what you wanted from me.' Fine. I stopped putting in any effort from that day forward. I clocked in, did the bare minimum, and watched the company slowly fall apart. Sales began to drop month after month. Even the major clients I had already secured began withdrawing their investments. That was when the CEO finally panicked. He showed up at my front door, begging me to fix things. I kicked the door open and looked down at him. "You think a garbage company like yours deserves my help?"

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.

As the year ended and payday finally arrived, my salary still hadn't hit my bank account. I headed straight to the finance department to sort it out, but Sarah Thompson dismissed me impatiently. "You picked up those coupons last week, didn't you? The ones for "Spend 2,000, save 1,000". You got ten of them, adding up to $10,000. Your salary is $8,000, and that extra $2,000 is a perk." I stared at her, stunned. No one had said a word about this when the coupons were handed out. Worse, they could only be redeemed at our boss's supermarket, where commodities were ridiculously marked up. Items that cost $19.99 at a regular supermarket went for $49.99 there, more than double the price. It dawned on me that the boss was just shuffling money from one pocket to another, which meant I had been basically working for free. I shoved the coupons back at her. "I don't want these. Just deposit the cash into my bank account." Michael Wright walked over with a frown. "What's all the yelling? We gave you an extra $2,000, and you are not even grateful? You're stirring up trouble for nothing. You'd spend your salary on stuff anyway. We're just making it convenient." My voice rose, shaking with fury. "What you're doing is illegal!" He laughed, cold and scornful. "Then sue me. I manage things here. You think I'd be scared by a minor employee like you?" Right then, my phone buzzed with a text notification: [Lisa Matthews, congratulations on securing the Enforcement Officer position at the tax bureau.]

In order to prevent the employees from slacking off at their jobs, the HR department of my company has established a strict check-in policy. We're requested to check-in with the company once per ten minutes. On top of that, we have to follow the HR employee, Felicia Lane's instructions in striking poses. Otherwise, the system will list us to have skipped work for the day. After failing to check-in with the company for the eighth time, I head to the HR department immediately. "Ms. Lane, your check-in policy is far too strict to the sales department! We have to travel everywhere just to make sales and strike business deals with clients! There's no way we can keep returning to the company!" But Felicia just scowls at me disdainfully. "Since you're working at the company, you're meant to follow the company's rules. Why else are you even here, in the first place? If checking in with the company affects your sales performance that much, that just means you don't have any capabilities to begin with. You should reflect on your own work performance instead!" When I recall the number of contributions I've made for the company, I try to seek out my boss to take my side. But he just tells me, "Since this is a rule, you might as well follow it. What's the use in seeking me out?" Later on, I choose not to do anything related to my job just so I can follow the check-in policy very strictly. But the rest of the company flies into a state of panic because of me.

I was the company's top sales performer, but I never clocked in or out, and I rarely showed my face at the office. Two-thirds of the employees had never even met me. Yet somehow, I single-handedly dominated the sales numbers, outperforming everyone else and propelling us to the number one spot in the industry. Then came the day they handed out year-end bonuses. Jeffrey Young, the new sales director, fired me on the spot, claiming it was bad luck that I stepped into the building with my left foot first. When I demanded to know what gave him the right, he sneered at me with pure contempt. "Because I'm going to be the future owner of this company! You just got lucky landing a few big clients, and that was all thanks to the company's existing customer base anyway!" He continued, "Let me tell you something... Kieran Campbell, whoever the company gives resources to, becomes the top seller!" I could not help but laugh. All they saw was that I never clocked in, but they never saw me out there day and night, running around to maintain those client relationships. The truth was, in this industry, clients were loyal to me personally, not to the company's brand. I pulled out my phone and called my wife, Melanie Gardner. "When did you get yourself another husband behind my back?"

My wife, who had always despised lugging around keys, ditched our modern smart lock for a clunky old-school key version. She even bolted it shut during showers. Every time I returned from work, I'd have to ring her up first. Fed up, I slapped the divorce agreement on the table during a family get-together. Everyone assumed I was drunk and joking. My wife hauled off and cracked me across the face. "Am I asking too much? You promised you'd indulge me forever." I met her glare with icy indifference and let out a bitter scoff. "Aren't I divorcing you and never returning the ultimate indulgence?"