5 Key Strategies for Managing Change
Posted by Joe Sgroe on Tue, Dec 20, 2011 @ 08:21 AM
When changes happen...will you be ready?
Change comes to all of us - both personally and in the business world. From a corporate level, innovation is an inevitable and necessary fact of life. If handled correctly, your business will evolve and flourish. But without a clear plan in mind, your business could become stagnant and obsolete as you forever try to keep up with the competition. Change breeds conflict and resistance, but your business should always strive to minimize the impact to your customers and employees.
In retrospect, 2011 has brought a lot of changes to the corporate industry. I have been in the customer service business a long time, and I have an understanding of what my customers expect from myself and my company. It's easy to lose focus of those expectations amidst the flurry of change, and I'd like to share the five key strategies I have learned while adapting to change.
1) The Unified Message: There should be a single, clear message that your employees voice to customers. It should be a concise communication that doesn't send mixed signals and confuse your clients. Don't be afraid to talk about upcoming changes - blog about it, spread the word...as long as the message is clear, your audience will get it. Twitter sets a good example with a simple, unified update about their changes.
2) Internal Communication: From an inside point-of-view, every employee should be on the same page. Make sure questions are answered. If employees are left in the dark, then it's easy to lose sight of the big picture.
3) Be Flexible: Nothing is ever carved in stone, especially when it comes to change. Changes often breed new changes, and while it's easy to fall prey to frustration, it's important to remain flexible when new ideas, concepts, or plans come down the pipe.
4) Keep an Open Mind: It's quick to simply dismiss new ideas as irrelevant or unnecessary, but that can actually hinder the process of transcendence. Explore, discuss, and brainstorm new concepts.
5) Seamless Transition: The changes you make as a corporation in the public eye should be smooth and seamless for your customers. If changes happen too quick, or are mismanaged from the start, then you could wind up like Netflix, with the full weight of your customers' wrath upon your shoulders.
Change has the ability to wreak havoc or inspire innovation. With clear management, open lines of communication, and focus-driven processes, then the seeds of change can flourish and thrive.