Throughout the next few months, we are introducing a series of thought-provoking case studies designed to foster conversation and critical thinking around the unique challenges of the family enterprise. We welcome your comments and feedback below.

Off The Topic and Out of Control

Barry, 26 years old, was in a family business meeting with his parents.  The agenda was set to review financial statements.  Barry opened the conversation expressing his frustration over that day at the plant.  Production screwed up an order and customer service had not been responsive to his customer’s needs and he had let them know it in no uncertain terms.  He also made a special trip to the airport to rush out the last minute finished product to his customer.  Dad responded that he would get customer service and production together in the morning and straighten them out.  Mom responded by reminding Barry that the company just finished its largest month in history and production has been really stressed out.  She advised Barry that while meeting customers’ needs was important, he should recognize that people are human and do sometimes make mistakes and that he should get a better handle on the big picture.  Barry became defensive and argued further for his customer’s needs as Mom and Dad pushed their points louder and louder…

What Would You Do?

What do you think about Mom’s and Dad’s responses?  How do you explain Barry’s reaction to what his parents are telling him?  How would you handle the situation if you were Barry?  How would you handle the conversation if you were Mom or Dad?

Share your thoughts, advice, and experience in the comments. We will post the conclusion of this case study on our blog in the coming weeks.