Rocket: Eight Lessons to Secure Infinite Growth

CHAPTER THREEAlways Welcome Your Customers’ Scorn (Because You’ll Come Back Stronger)

THE CHAPTER IN A BOX

The Main Point

Brands and companies go through life cycles. The initial years are the most exciting. There is a huge fear of failure among the founders. But after that, the second generation of employees frequently has not heard the stories of the company’s creation. By the third generation, management often relies on old frameworks for success. Barnacles attach themselves to the infrastructure. Deep down in the organization, those on the front line see, know, and can recite the company’s failings, but no one is listening. They can tell ...