How do you make sure that all your customers walk away?

The first mental model I'd like to talk about: Inversion, or thinking backwards. Something Charlie Munger was a big fan of.

Don't ask: "How do we succeed?"
Ask: "How do we make sure we fail?"

When you apply this to change management, you quickly end up with questions like:

• What causes people to resist?
• What breaks trust?
• What makes an initiative slowly bleed out?

In many AI transformations that are struggling today, you keep seeing the same causes:

• Poor or unclear communication
• Fear of job loss
• Too much focus on tools, not enough on people

Instead of asking how to make change succeed, it's often better to think about: how do you guarantee you sabotage it?

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