“Look, I am here to help in any way I can. I’m not coming in to tell you what to do. What I can do is help you understand your performance relative to other regions and help you hit your plan.” That approach changed the whole dynamic. If you are the one guy wanting to help, then the regional managers would embrace you. Those white guys taught me all the details of how to be a regional manager, which directly led to my ascent to CEO.
