In reality, a brand is made up of every experience that a customer has with an organization. (McKee, 2014).
Management consultant Peter Drucker states “culture eats strategy for dinner” (McKee, 2014). When employees become stressed out at work, it impacts their performance and in turn the company’s productivity. In the Boston office, it was clear that Paul Callahan, the top grossing sales person, was stressed out. In a recent article, it is stated that depression and burnout afflict one-third of employees (Cooper, 2014). These afflictions can also negatively impact employee performance and morale.
In the case of the Boston office, it would benefit the organization to speak with the employees and work towards obtaining their buy-in. Once the employees buy into the change, they can then pass that enthusiasm on to their customers to gain their buy-in as well.
References
Cooper, C. (2014, May 15). Depression and burnout at work afflict one-third of employees. The Independent. Retrieved from http://www.independent.co.uk/life-style/health-and-families/health-news/depression-and-burnout-at-work-afflict-onethird-of-employees-9294596.html
Donnellon, A. & Gifford, D. (2008). Campbell and Bailyn 's Boston Office: Managing The Reorganization. Boston: Harvard Business Publishing.
McKee, S. (2014, May 13). Branding begins at home. Bloomberg Business Week. Retrieved from http://www.businessweek.com/articles/2014-05-13/branding-begins-at-home