A while ago, I was counseling a senior executive of a government bureau who was two years into shaping his agency to be more customer and results-centered. He rebuilt his 200-person group, propelled key actions, coached his staff on changing mindsets, and settled on some challenging personnel decisions. At about the same time these efforts were beginning to reveal positive outcomes, a new governor was named. His main goal? To shape my client’s agency to be more customer- and results-centered! What could this senior leader say? “That’s what we’re already doing” would have appeared defensive and resistant. He basically sat passively as his new manager laid out plans for stirring things up.