"If they ask you a question, you've got to respond to me directly and not go up that chain of command. The chain of command starts to edit it and fine-tune it. The bureaucracy does want to control you, so you've got to kill the bureaucracy."
"Talk to people. You'll learn something: something stupid we do, something that doesn't work, or something they did better at another bank."
"People don't believe what you write in memos, they believe what you do. They see you fire bad people or a client who mistreats employees. That's how they know you mean it."
Jamie Dimon reads customer complaints personally to stay connected and avoid sanitized information from hierarchical chains. He treats bureaucracy as a reflex that must be broken to keep leaders grounded. He practices constant curiosity by reading multiple newspapers, visiting branches with management, and talking directly with staff and customers to surface problems and learn from peers. He warns that closed minds block progress and insists on relentless culture enforcement through actions—firing poor performers and cutting clients who mistreat employees. He favors plain, authentic communication written in his own voice to ensure clarity and credibility.
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