Ken Melrose: Making the Grass Greener on Your Side Essay

1597 WordsApr 14, 20157 Pages
Ken Melrose: Making the Grass Greener on Your Side Francesca Maria Fernandez Florida International University Abstract Faced with a major financial burden in the 1980's that threatened the success and overall survival of the organization, the Toro company, was becoming more and more accustomed to lawsuits due to inherent hazards associated with using their machinery. In 1983, Kendrick B. Melrose took over as CEO and was able to overcome his company's financial plummet by turning to empathy for an answer. He developed an approach called “Alternate Dispute Resolution” to deal with the accidents or serious injuries associated to their products. The new approach suggested that the company would now show empathy by personally talking to the customers affected by their products to understand what happened, instead of going straight to the legal process. Ken Melrose believed that if there was a situation where someone was ready for a fight and you looked them in the eye and genuinely said, “I am very sorry this happened,” it almost instantly takes the animosity out of the equation. This outlook on business saved Toro from eventually shutting down as a company. Key words: empathy, leadership, emotional intelligence, alternate dispute resolution Celebrating their 100 year anniversary in 2014 the company Toro, a leading world-wide lawn equipment manufacturer, faced a major financial burden in the 1980's that threatened the success and overall survival of the company (About Us, 2015). Toro was becoming more and more accustomed to lawsuits due to inherent hazards associated with using their machinery. In 1983, Kendrick B. Melrose took over as CEO of the Toro Company and, similar to James Parker and Howard Shultz, he was able to overcome his company's financial plummet by turning to empathy for an answer (Goldstein, 2012). Melrose developed an approach called

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