Doc's Place

Chapter 8 | Part 4

Wednesday, October 3, 1984

Peter greets us individually by name. "Max, we'll start with you," continues Peter. "What did you think of Jill's executive communication plan?"

Max declares that it's bold, simple and achievable. Peter thanks him and asks the others if they have read it. I hear a murmured chorus of "Yes."

Peter asks if there are any comments but no one says a word. "Well, that sounds like a resounding approval to me. Louise, we'll talk with Dick Scope directly after this meeting. Our recommendation will be to fund the budget for this initiative just as Jill proposes it. Any comments, Louise?"

"You and I have already reviewed the plan and found it quite satisfactory, Mr. Marriott," says Louise, "So no, I don't have any comments."

Peter asks, "Did you give a copy of both plans to Dick Scope for budget review, Louise?"

"I handed both plans to Dick yesterday afternoon after you and I spoke, Mr. Marriott," says Louise. "I told him that Jill and I would be ready to meet with him immediately after this meeting."

"Call me after Dick has approved it," says Peter.

Max says, "Excuse me. I had the impression you came up with this plan last night, Jill. Is that not true?"

"Not true. I submitted it to Louise late yesterday morning," I say in reply.

"So when you listed the three things you'd do to improve Doc's Place yesterday afternoon in Glenn's office, your third point was just pitching the plan you had already proposed to Louise?" asked Max.

"Correct."

"Hmm," says Max. "Louise, why you didn't give me at least a heads up—let alone a shot at reviewing the plan—yesterday morning?"

Louise opens her mouth but nothing comes out. She tries again, but still nothing.

"Louise?" asks Max again.

Louise looks stunned. Her eyes are wide, and she's breathing through her mouth.

"Obviously, we have a critical need for Jill's intervention," says Peter, almost giggling. "Max and Louise, perhaps you two could work out your communication problems at a later time. Jill, what's the next step?"

Knowing that Phil, Paul and Kerry are waiting for a mistake, I lean forward and speak clearly, "I have approval from Louise to enlist assistance from Liz. As soon as I receive budget approval, Liz and I will begin writing up essential details such as training for her and the two consultants from the university's graduate school of business, check-off lists and scripts where necessary. The goal, gentlemen, is to apply the intervention consistently across all executives and managers. Repetition and reinforcement will resolve individual issues. I will submit for executive review a list of those who fail to show minimal competency."

"When will you begin?" asks Max.

"November first," I say in reply.

"What day of the week is November first, by the way?" asks Kerry, I think.

Stephanie's voice comes across as clear as a bell, "It's Thursday."

"Anybody have a problem with beginning Thursday, November first?" asks Peter. When no one says a word, Peter continues, "Then I think we should begin at the top, Jill. Is that acceptable to you?"

"No. I'd like to begin with a dress rehearsal in one of Morty's shift managers' meetings. Then I'd like to work all the way through casino operations executives and managers, both slots and gaming."

"Now, just one minute," says Kerry. "We need to see the effect of this . . . training before we begin stomping through the revenue stream."

After quite a long pause, Peter asks, "Kerry makes a good point, doesn't he? Why not start at the top, Jill?"

"This intercession has immediate and significant operational effects which action research has thoroughly documented in similar venues from retail and theme parks to hospitality and banking. Revenue and profits will improve right away."

"Good enough for me," says Peter. Pausing, he asks, "Kerry?"

His voice dripping with conciliation, Kerry asks, "Why not run the intervention for a couple weeks somewhere like food or beverage? If it shows promise, we look at the numbers and decide when and how to proceed."

"Intervention that begins at the top of the operational hierarchy sends an immediate, powerful and positive message throughout," I say calmly but forcefully. "Especially communication intervention at the operational top tells middle management that the executives get it and simply expect results. Front-line employees and customers especially respond. Pussyfooting as Kerry suggests sends a message that we'll try it and drop it because it probably won't work anyway."

Silence as the seconds pass. Finally, Peter says, "Kerry, your response?"

"Not to be crude," says Kerry heatedly, "but Jill questions my loyalty, my commitment, my energy and last but not least, my manhood when she admittedly has no knowledge of what she speaks. My operational record speaks for itself."

"You're being defensive, Kerry," says Peter. "Jill has already convinced your top executives. What specifically is your concern?"

"My concern is that I heard about this intervention last night and saw the plan only an hour ago," says Kerry. "How do we know it won't have the opposite effect?"

"Let's bring Glenn and Morty in here," I say, leaning forward. "Those guys are ready, willing and able to act. Kerry, you and Phil seem paralyzed in comparison. Paul, you're no better, sitting on a national treasure like the fiftieth anniversary of legalized gambling in the United States."

"Wait a minute," says Max's mellow baritone. "You haven't bitched me out yet, Jill. I want equal time."

That makes me laugh as I hear similar laughter from the speakerphone. Louise is staring at me wide-eyed as I say, "Alright, Max, when's the last time you praised anyone for showing initiative as Louise did yesterday? What is this, a fun casino or a goddamn funeral home, for Christ's sake?"

Hushed tones come from the speakerphone'a sidebar conversation. Louise uses the opportunity to stand up, walk around her desk and sit beside me. Whispering, she says, "Jill, this is not going well. Maybe we should. . . ."

"Enough," says a firm voice. "Jill, this is Phil Garrett. You're right. Peter, the four of us agree that we support Jill's plans one hundred percent. Look at it this way, guys. If Jill's intervention utterly fails, what harm has it done? Conversely, even if the plan succeeds partially, everyone is better off."

"Thank you, Phil," says Peter. "If no one has anything else, we move forward. Thank you, Jill, for your participation. Oh yes, Louise, you did get in a couple sentences, didn't you? Have a good day." The line goes dead.

Sit watching Louise as she stands slowly and sits behind her desk. Her eyes are rimmed in red. "Would you like me to go, Louise?" I ask. She nods so I stand up and back out, pulling her door gently closed.

"Is Louise busy, Jill?" asks Kelly, sitting at one of the secretary's desks.

"Hey Kelly," I say and extend my hand, which she grasps warmly. "Sorry I haven't stopped by for a formal introduction."

"That's okay," she says with a beautiful smile.

Glance at the big rock and the wedding band on her finger. "Louise has important items to review for a few minutes," I say.

She rolls her eyes as if she knows better and says, "Dick Scope asked that you and Louise stop by his office after this meeting."

Mouth the words, "Thank you," as I move toward Dick's office.

This work is licensed under a Creative Commons Attribution-Noncommercial-No Derivative Works 3.0 United States License

Previous Part Next Part

Doc's Place Chat
© 2008, Michel Grover.
Chapter 8 | Part 4
Summer 2008

Lucia :

Mic has posted in the left frame paragraphs from Doc's Place, one of his copyrighted stories. I'm moderating chat here in the right frame. I post every day, but I don't post everything. I will form a secondary group from which I may post comments.

Benny :

Marcus, what do you think of the way Jill goes after executive approval here? Does she impress these people or does she piss them off, what?

Marcus :

I'd say it's about a 70/30 ratio, Benny. It's so rare to find a manager who takes initiative while at the same time who is so right, well spoken and confident that any executive wants to encourage her. However, Jill is stomping all over the revenue stream and you just don't do that without careful consideration and a damn good reason. Frankly, I'm not sure she could have pulled it off as she did without Peter's intervention.

Benny :

Is she doing the wrong thing or the right thing? And if she's doing the right thing then is she going about it in the wrong or right way for this situation?

Marcus :

Well, that depends upon your perspective, Benny. What is the overwhelming reason for this intervention? The 2nd-tier executives can't communicate well. Jill is right about that, but the top tier doesn't want her to help the 2nd-tier because that messes with their plans. At least, that's what we suspect, anyway. Now, let's look at this intervention. About the only real thing it will accomplish besides improving communication is giving positive feedback to people who don't get much of that. Hence, the immediate improvement that Jill presents as the primary reason for beginning immediately with the operational executives and managers: its positive impact on the bottom line. To answer your question, Benny, she's doing the right thing by the casino, Ferro and the bottom line. She's going directly against the schemes of the top tier.

Benny :

So she's doing the right thing. Whether she's going about it the right way depends upon your point of view. If you're Phil Garret and his crew, she's not. If you're Peter Marriott, she is.

Minnie :

So, if you're Phil and the boys, Jill's entrance into their little scheme is the worst possible thing because she sees what they intend and she's intervening to reduce the effectiveness of their plan. Is that what you're saying, Marcus?

Marcus :

Absolutely, Minnie.

Lucia :

Annie is an executive development consultant with a company that advises some of the largest health-care enterprises in the US. She has a comment. Go ahead, Annie.

Annie :

Agree with Marcus and Minnie and add that not only is Jill's entrance the worst possible thing for the top-tier executives but it comes at the worst possible time as well. They are not at the office to control this situation and won't be for days. She's already having a positive effect upon the 2nd-tier execs because she breeds excitement. Jill is like a fox in the henhouse or an opponent's rook behind your pawns. Any way you look at it, she's wreaking havoc on their plans.

Maria :

Wait a minute, Annie. If the top execs are so dead set against Jill, why do they approve her plans?

Annie :

They must approve her plans or risk revealing their scheme. I imagine they're meeting privately in Las Vegas late each night trying to decide how to handle this new development. Almost their only options are to try fouling up Jill's plan wherever and whenever possible and to accelerate their schedule for leaving Doc's Place and taking over the competing property.

Les :

Hi, everybody. No, I'm not ready to come back yet but I do want to comment. This scenario is a fairly standard one we studied in graduate business school over 20yrs ago, so I imagine they're still studying such scenarios in MBA programs today. Especially classes in conflict management and negotiation pose such scenarios. Since Jill attended such classes, she would know how to use timing and how to leverage Peter's support to achieve her ends, whatever those may be. Thanks. I'll be checking in from time to time.

Lucia :

Guess I'll just add Les to our secondary group. I also have a question. Does Jill set up Louise?

Jules :

Nah, Louise slips up because she isn't paying attention. It's her responsibility to watch out for her own ass in such complex, developing situations. It's not Jill's job to watch out for her.

Marcus :

I agree with Jules. Instead of saying they had already reviewed the plans and handed them to Dick yesterday, Louise could say that she'll take care of it. Even if she says what she said, she could anticipate her boss' reaction and prepare an answer.

Maria :

Lizzie, you're an executive. Is this all on Louise?

Lizzie :

Oh yes. Not only that, Max knows her weaknesses having hired, retained and promoted her as part of the top tier's overall scheme. He's leveraging Louise's inability to engage effectively in corporate politics and infighting to get back at her for not tipping him off to what Jill is doing. Notice how he first gets Jill to explain the timing before he pounces on Louise.

Lucia :

I thought Jill could have protected Louise there, but you say it's not her responsibility, Jules?

Jules :

Right. Every man for himself and woman for herself. This is business, not personal.

Steph :

Notice also how Peter doesn't hesitate to spotlight Louise's inability to respond. Not only is it every person for herself but it's also not missing an opportunity to kick someone when she's down.

Raj :

Why Peter suggesting begin on top rather than operations as agreed before this with Jill?

Steph :

He's playing Jill against the top-tier executives. He tells me right after this conference call. He wants her in their faces from the beginning.

Raj :

Testing Jill to look that she can do this?

Steph :

Perhaps a little but he's certain she can handle this. Peter didn't tell me in so many words but I suspect that he's using Jill to force the top executives into hasty moves before they're ready.

Benny :

This sounds very much like a combination of Jill's experience in martial arts and her study of Sun Tzu. Look at this passage from Sonshi's version of The Art of War, Chapter 6:

Generally the one who first occupies the battlefield awaiting the enemy is at ease; the one who comes later and rushes into battle is fatigued. Therefore those skilled in warfare move the enemy, and are not moved by the enemy. Getting the enemy to approach on his own accord is a matter of showing him advantage; stopping him from approaching is a matter of showing him harm.

Ian :

You're not suggesting that Jill thought this out beforehand, are you, Benny?

Benny :

Yes, I am. Who suggested the conference call at this time on this day? Put it another way, who suggested the battlefield? Here's another passage from Sonshi's The Art of War, Chapter 6: "The place of battle must not be made known to the enemy."

Those poor bastards didn't have a chance. She was prepared, fortified and ready for them when suddenly they realized they were in a battle for their business lives.

Jules :

They came to a battle of wits half prepared.

Carlo :

Showed up with knives at a gun fight.

Benny :

As we saw in the story, Jill's enemies can show up at a sword fight with guns and it still doesn't do them any good. She chooses the battlefield and the time of battle in that situation too. As Jill told us, projectile weapons are visual weapons, which are largely ineffective in poor light. She also knows that these hit men are probably city boys so she chooses the woods as a battlefield.

Carlo :

You're right about the top executives too, Benny. These 4 top execs show up with brass knuckles at a swordfight.

Marcus :

Actually, she sets them up worse than that. Jill has the top executives convinced that she, a woman, is no threat so they show up with squirt guns to have a friendly water fight. Suddenly and without warning, Jill pulls out a sword and starts lopping off limbs and heads.

Doug :

Notice how Kerry goes on the defensive? He accuses Jill of going for his balls and then reacts by quoting his operational record. Talk about looking weak.

Benny :

Jill is waiting to attack all of them from a position of advantage and strength, and attack them she does. She suggests bringing in Glenn and Morty who are able to act instead of seeming paralyzed like Kerry and Phil. Then she beheads Paul with a single stroke: sitting on a national treasure. That's great.

Jules :

She doesn't resort to cursing until Max does. Then she hits him with a double shot, knocking him out of the battle before he realizes he's in one.

Annie :

If I may, I'd like to add that not only do these guys not know what hit them, they won't understand it later either, even if they discuss it in detail. They may understand what Jill did to achieve victory but they cannot understand what she did to create victory because she made those plans without their knowledge, well before she chose the place and time of battle.

Benny :

Obviously, you study Sun Tzu, Annie.

Annie :

Study and practice, Benny.

Alan :

How do you know Annie's a student of Sun Tzu, Benny?

Benny :

I quote from Chapter 6:

The ultimate skill is to take up a position where you are formless. If you are formless, the most penetrating spies will not be able to discern you, or the wisest counsels will not be able to do calculations against you. With formation, the army achieves victories yet they do not understand how. Everyone knows the formation by which you achieved victory, yet no one knows the formations by which you were able to create victory.

Annie, do you have time to join the group and participate in discussions?

Annie :

Actually, I already have permission from my employer to do so if I am so fortunate as to receive an invitation, Benny. Thanks to this site and its discussions, my site is receiving a ton of traffic. My site has a blog that discusses Jill Price and her application of the tenets in Sun Tzu's The Art of War. My employer is sitting beside me and she is extremely pleased that I'm chatting with you at this moment.

Lucia :

How did you say it, Alice?

Alice :

Whatever Benny wants, Benny gets. Not that it matters, but I posed it as a question.

Lucia :

Annie, we extend an invitation if you care to join us.

Annie :

I accept. Both my employer and I are delighted.

Lucia :

You know our custom, Annie. What impact do you have on our demographics?

Annie :

I'm a third-generation mix of Chinese and Hawaiian. I happen to be married to an African-American former professional athlete and we have two children. We are also devout, practicing Latter-Day Saints, or Mormons.

Marcus :

Hi Annie. Good to have you join us.

Annie :

Hello, Marcus. We're also friends with Marcus and Lorena. One of the heartbreaks Marcus has yet to tell you about is that his youngest daughter has converted to the Latter-Saint faith. She is extremely devout and an absolutely wonderful young woman. My husband and I were two of the people Marcus talked to before allowing his daughter to attend USC.

Jules :

You don't work for Pere, do you?

Annie :

No, but like Marcus, I am an SIA analyst. Cyril and I also work together closely. Hi, Cyril.

Cyril :

Greetings, my Lady.

Jules :

I just want to know whom to kowtow to, so to speak, when y'all take over the planet. How about a brief summary of how you like working for a murdering, thieving, lying, godless lesbian without morals or conscience?

Annie :

I love it. I'm judged by the content and quality of my ideas and judgment.

Maria :

Have you met Jill?

Annie :

Not that I know of. I have met Ume though. She is the sweetest, kindest and also the richest woman I've ever met. I haven't met Lizzie or Keiko yet because they reside in Tokyo.

Carlos :

You know what people call Ume, don't you?

Annie :

They call her the spider with good reason. She gave Jill her first copy of The Art of War over 30yrs ago and Ume embodies the lessons therein. Until this site revealed Ume's identity, it was one of Pere's most closely-guarded secrets. Talk about a formless adversary, only Ume's appointed successor knows her secrets.

Amalie :

Ume has appointed her successor? Who is it?

Annie :

I'm sorry, Amalie, but few know and they do not tell. It's Pere's most closely-guarded secret now. Ume told me that she turned everything over to this woman 20yrs ago.

Jules :

That's about the same time you told us that Pere took over the world, Lizzie.

Lizzie :

It's no coincidence, Jules. Where Ume is known for her patience, this woman is known for her constant pressure on multiple fronts as well as sudden, overwhelming attacks in business areas where no one expects activity.

Carlos :

Pere has numerous female executives. No doubt she is one of them.

Lizzie :

I'm sure you're right, but which one? Ume just recently began saying that her successor has finally chosen a successor as well. Of course, the identity of this new successor is unknown, except to the current ceo, Ume and Jill.

Maria :

Jill, you know, right? Will you tell us?