If You Want to Change Corporate Culture, Dare to Tell the Truth
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We need more CEOs like Stephen Edwards.
The newly appointed leader of Così, Edwards is the struggling fast-food chain’s fourth chief executive officer since 2011. Almost immediately upon taking over, Edwards did the unthinkable: He told the unvarnished truth. In addition to citing the lack of consistent leadership, he said: “We have a culture that’s lost engagement with the process of serving food to people in a hospitable way, and we get a number of remarks from customers about how much they love our food and our products, but they’ve just been disappointed time and time again by the service or the experience that they’ve received in the store.”