|Mon Feb 3 2014 17:46:09|
Looking to Maynard Webb on How to Fix eBay
Your link to the article "How Maynard Webb Fixed eBay" (on LinkedIn.com) gave me some wry chuckles. It was good of him to clarify up front that his claimed turnaround occurred fifteen years ago, because its current condition is hardly something to brag about, but this paragraph in particular was something that current management should really take to heart, but won't:
"Communicate continually - to customers, vendors, employees"
Create a culture of transparency and accountability. If we had a problem we always communicated it to our community. I wrote personal updates on issues to the management team and every week gave status reports on what went well and what didn't. Be careful about what you say. Be truthful, but keep in mind that often what you think is going to happen, or what you believe is the causing the issue, turns out to be something else. At eBay, and later at saleforce.com, we built a "trust site" and dashboard that gave full transparency into what was happening on the site to let people know what was going on."
Sadly, that concept has been long forgotten. Current management has built such a blockade to effective communication that it's hard to get a straight answer to anything these days; we see little hint of what's coming until it's too late to do anything about it, and we get little real insight into current crises or how they will be resolved.
Perhaps it's time for Maynard Webb to make a return visit... but I don't suppose they'll let him in.