Why the Customer is NOT Always Right.

It’s more than just a voice in your head. The resistance is lurking in every decision that we make, and every conversation, in every great innovation. Most commonly, the resistance says “that will never work,” But the resistance will also sometimes say “we must do it this way.” A few years ago, during the merger between the Hardee’s and Carl’s Jr., the company completely changed its menu: Revolution of 2003: Hardee’s decided to pare down its menu and focus on the hearty 1/3-, 1/2- and 2/3-pound Thickburger line. Made with 100% Angus beef, Thickburgers established Hardee’s as a leader in the quick-service industry in both quality and taste. Before 2003, Hardee’s served fried chicken, burgers, barbecue and anything else that you can imagine–anything their customers “may” want. The general product offering would suggest that Hardee’s thought that if they offer a little bit of the products that everyone else offered, there would be no…

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