Perhaps the CEO’s most important operational responsibility is designing and implementing the communication architecture for her company. - Ben Horowitz

I recently recommended to Lea Endres, CEO of NationBuilder, which builds software for community leaders, that she follow Senghor’s lead. NationBuilder was operating close to the red and Endres was frustrated because, despite her reminding everyone that cash collection was a priority, she couldn’t get her team to care enough about it. Our conversation went like this: Lea: I’m really worried about cash collections. We use this outsourced finance firm and they don’t care. We have a low cash balance and we got surprised last month. A couple more surprises and we’re in deep trouble. Ben: Is there a team on it? How much do you need to collect this month? Lea: Yes. And $1.1 million at least. Ben: If you have a crisis situation and you need the team to execute, meet with them every day and even twice a day if necessary. That will show them this is a top priority. At the beginning of each meeting you say, “Where’s my money?” They will start making excuses like “Boo Boo was supposed to call me and didn’t,” or “The system didn’t tell me the right thing.” Those excuses are the key, because that’s the knowledge you’re missing. Once you know that the excuse is that “Fred didn’t answer my email,” you can tell Fred to answer the damned email and also tell the person making the excuse that you expect way more persistence. The meetings will start out running long, but two weeks later they’ll be short, because when you say, “Where’s my money?” they are going to want to say, “Right here, Lea!” Two weeks later: Lea: You wouldn’t believe some of the excuses. One was that we have an auto email that is one sentence long that tells customers they are late — but it doesn’t tell them what to do! I’m like, “Well, then, let’s fix the damned email!” We’re making progress and they know I want my money. End of quarter: Lea: We collected $1.6 million in September! And the team loves hearing me say “Where’s my money?!?!” To change a culture, you can’t just give lip service to what you want. Your peo

Develop questions that test for the criteria (see the appendix). This effort is important even if you never ask the candidate any of the pre-prepared questions. By writing down questions that test for what you want, you will get to a level of specificity that will be extremely difficult to achieve otherwise.

Sadly, you needn’t be political to create extreme political behavior in your organization. In fact, it’s often the least political CEOs who run the most ferociously political organizations. Apolitical CEOs frequently — and accidentally — encourage intense political behavior.