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Mark Hilliker Stewardship
Advisory Practice for Human-Serving Organizations
We have improved everything. Why does something still feel missing?
I wasn't discovering the importance of centering the person. I already knew it.
For nearly four decades, across two different careers, I kept running into the same problem. That's not because leaders are misguided, or because organizations are selfish. Organizational Gravity emerges naturally from the conditions organizations must navigate just to keep existing. What was missing wasn't belief. It was language precise enough to be useful.
Tom called almost every week for nearly a year.
The complaints were always specific: a delayed benefit, a billing error, a form that never came through. What we found underneath was different. Tom collected sports cards, and he lit up when he talked about them. The grievance gave him a reason to call. The call created a connection. It seems obvious now. It wasn't obvious then.
This story, and the framework it led to, are the subject of the forthcoming book Human Gravity (humangravitybook.com).
Wherever you're starting from, there's a way in.
The Diagnostic maps where Organizational Gravity has quietly taken over, through six weeks. The Remediation Roadmap turns that map into a six-month plan for closing the gap. The Standing Advisor keeps the gap from reopening once the plan is in motion.
Nine years as CEO. A nearly $1 billion managed care organization. 17,000 members.
A board packet with a real story in it. A leader who can name a person from memory. A complaint that reaches real authority in days. A workforce that stays. A CEO who catches the Gap before someone else does.
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