Diana Starcher says tackling the task of combining Wells Fargo & Co.'s customer service channel with Wachovia's is a lot like learning to downhill ski. "You're trained when you first begin skiing not to look down to the bottom of the mountain."
Instead you're taught how to "get to the bottom of the mountain just taking it 10 feet at a time," says Starcher, group executive vice president, Wells Fargo Customer Connection. "[That's] pretty much how I've always looked at very, very complex projects. You can deal with it one day, one week, one month at a time."