How Winston Wolfe Gets Along in Corporate America
For my entire career, I’ve been a corporate problem solver; a fixer of sorts. To clarify the problems that I face and the type of fixer I am, I solve Information Technology problems. I’m the Winston Wolfe of Corporate America.
You may wonder what my job is like. I get that a lot. People ask me what I do, and when I explain my job, I’m met with a look of shock and disbelief. I’m never quite sure if that disbelief is due to the types of problems I’m met with or if your average non-corporate citizen is oblivious to what the corporate world is really like. People rarely see problems in the companies that they, from the outside, see as a machine that does exactly what they need and want. The world sees a black box in which requests flow in and responses, in turn, flow out in almost a Pavlovian or Einsteinian reaction. What do I see? I see extremely complex eco-systems and semi-controlled chaos in which things rarely go as planned and frequently, simple tasks take a herculean effort to achieve. In short, I see an epic train wreck.
Let me tell you about my job, and to do so, let’s use Pulp Fiction as our frame of reference. Are you familiar with Mr. Wolfe? He solves problems. Mr. Wolfe meets the characters Jules and Vincent who have a problem and are desperately in need of a Problem Solver to get them out of a very sticky and messy situation; literally. The scene is a perfect screenplay for my job. You see, I’m the Mr. Wolfe of Information Technology problems and I’ve seen them all. None quite as bad as this scene in Pulp Fiction you hope, but in some cases, not too far off. Many are scarily similar in their intensity and the ability to make anyone of you ask:
“Really??! That didn’t happen, did it?”
Mr. Wolfe (me): You’re… Jimmie, right? This is your house?
Jimmie (customer): Sure is.
Mr. Wolfe (me): I’m Winston Wolfe. I solve problems.
Jimmie (customer): Good, we got one.
Mr. Wolfe (me): So I heard. May I come in?
Jimmie (customer): Uh, yeah, please do.
Problem Solving
I wish I could share real-life stories with you. I really do. I suspect, no, I know, if I were to do so I’d end up in court. These stories are the room captivating tales that when delivered, with the names changed to protect the innocent, mesmerize cocktail, happy hour or other gatherings resulting in gasps of disbelief and gut wrenching, howling laughter. What is found when I turn over these corporate rocks is almost impossible to believe. To protect the innocent, we’ll use Mr. Wolfe to relay what the job or a corporate Problem Solver really looks like.
Identify the Problem
After three decades of problem solving, I know more about the steps to problem resolution than almost anyone. Knowing the problem and what to go after is my specialty. The solution is a matter of perspective. Having solved more problems than I care to count, the Problem Solver’s perspective is what is important. You see, we have the advantage of having seen your future. We’ve solved your problem before, that’s why we’re here. We’ve seen your problem and we’ve seen your solution; that is if you listen to what we say.
Mr. Wolfe (me): Getting to the facts. About the car, is there anything I need to know?
You must identify the problem — You can’t guess. No “I think’s”, “maybe’s” or “I’m not sure’s”. Problem Solvers don’t speak in hyperbole. You can’t “think” you know what the problem is, you must get down to the brass tacks. You must KNOW what the problem is. You can’t solve a problem that you don’t understand. If you try, you’ll waste time chasing the wrong idea and you won’t solve your problem. Problems are funny that way. They can’t be solved if they aren’t identified or understood.
Getting it Done
If you’re in a fire drill, escalations have occurred, customers are upset, systems are down or unusable, problem solving is about dispensing with talk and moving into action. It’s about mitigating any additional risk and getting the job done.
Mr. Wolfe (me): That’s thirty minutes away. I’ll be there in ten.
Urgency is always a key component of success — There is no time for opinions, debate or consensus. If you’re in problem-solving mode, the key is “knowing the problem”, and knowing how to dispense with the problem. Quickly!
Getting the Details
Problem solving is about tactics and details. It’s about rolling up your sleeves and inspecting all the dark parts of the room and understanding the details in their entirety.
Mr. Wolfe (me): You must be Jules, which would make you Vincent. Let’s get down to brass tacks, gentlemen.
Tactics are the strategy for problem solving — Getting to the details or deep into the weeds is the key reason that, as described later, your average person isn’t/can’t/won’t be a good problem solver. One must get to the details and the details you need to get to are a moving target. If you don’t know a lot about — in the case of technology — every aspect of the business of IT (development, networks, OS, Hardware, software products, etc. etc. etc.) you just won’t be able to coordinate and lead either yourself or your team to a quick and decisive win and problem resolution.
Solving the Problem
At this point, it’s about knowing what to do; it’s about the experience. Frankly, it’s not about debate, it’s not about “the way you always do it”, it’s about the process; it’s about the problem solvers process. The plan must be identified, the definition and steps to success clear, and then it’s time to execute. There is one leader and only one leader driving the bus, it’s the problem solver.
Mr. Wolfe (me): Now Jimmie, we need to raid your linen closet. I need blankets, I need comforters, I need quilts, I need bedspreads. The thicker the better, the darker the better. No whites, can’t use ‘em.
Mr. Wolfe (me): …now when it comes to upholstery, it don’t need to be spic and span, you don’t need to eat off it. Give it a good once over… But the windows are a different story. Them you really clean. Get the Windex, do a good job.
Solving Problems is about Patterns and Classification — If you’re called into solve a problem, it’s because you’ve seen it all. You’ve seen and solved so many problems from so many angles and so many parts of a company’s operations, you see everything in patterns. It’s not about the problem itself, it’s about the pattern in which the problem fits and therefore solving the problem becomes a factor of its classification.
Who’s in Charge
“I’m not here to say please, I’m here to tell you what to do”. This is a phrase that is almost constantly cycling in my head. Frequently, my customers are Vincent. After identifying the problem and communicating the plan for the fastest exit to the problem, my exchanges go something like this:
Mr. Wolfe (me): Jimmie, lead the way. Boys, get to work.
Vincent (customer): A please would be nice.
Mr. Wolfe (me): Come again?
Vincent (customer): I said a please would be nice.
Mr. Wolfe (me): Get it straight buster — I’m not here to say please, I’m here to tell you what to do and if self-preservation is an instinct you possess you’d better &*%($%& do it and do it quick. I’m here to help — if my help’s not appreciated then lotsa luck, gentlemen.
Jules (customer): No, Mr. Wolfe, it ain’t like that, your help is definitely appreciated.
Vincent (customer): I don’t mean any disrespect, I just don’t like people barking orders at me.
Mr. Wolfe (me): If I’m curt with you it’s because time is a factor. I think fast, I talk fast and I need you guys to act fast if you wanna get out of this. So, pretty please… with sugar on top. Clean the %&*$(#@ car.
There’s Only One Problem Solver — If you could have solved the problem, I wouldn’t be here.
Can you identify with the fact that your company has hired experts in their respective field? They, I’m sure you would agree, are very talented individuals. They are Big Data experts, they are expert developers, they are business vertical experts, etc. You only hire the best of the best and I’m not here to debate that. Do, however, separate the skills that you or your employees have amassed in their career from the skill of problem-solving They are quite different. Knowing how to build a global payments application over time from a regional to a global settlement network is quite different from the skill it takes to determine why sub-second authorizations have now turned into a multi-minute nightmare in which customers are abandoning their virtual shopping carts on every purchase attempt. Or consider the skills it takes to build an world class customer service organization are much different from those that are required to determine why calls are being lost and the capacity you thought you had seems to be non-existent.
This is the job of the problem solver whose skills, experiences and perspective are much different from anyone you have on staff on a full-time basis.
The Job
The job of problem solver is a specialized skill that few possess but is required frequently and globally. If you wish to be a corporate problem solver and reap its reward, follow this outline as a primer for the basics and further drop me a note, I’d love to tell you those stories unedited!
Jules (customer): Mr. Wolfe. It was a pleasure watchin‘ you work.
Mr. Wolfe (me): Call me Winston.
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