Implementing Change Successfully

Transforming an organisation can be a complex, frustrating process. In this video, Simon Morden, Prosell's CEO outlines how to implement change effectively.

With over 25 years experience helping businesses transform the behaviour of their frontline staff, I thought it might be useful to share some of that experience with sales and customer services teams around the world.

People are key
Many years ago, the CEO of a thriving company was asked what magic propelled his company into the high performance stock market bracket. His somewhat tetchy answer was both direct and simple …”It’s the people, stupid”.  His point is still relevant today.

Your “people” provide the best route to competitive advantage - so galvanising employees to deliver better customer service at a lower cost is the key to success. But here lies the real challenge - how do we get people onboard to make the changes that stick at the sharp end of the business?

Gain commitment
We start with commitment to the company’s goals. Do all your employees believe in the company’s purpose and long-term objectives? And do they understand that change matters? Buy-in at this stage guides your team’s approach, and the transformation programme is far more likely to succeed. Translate the business strategy into meaningful short-term tactics that seem reasonable to your frontline teams – this should help you communicate the long-term vision and gain commitment.

Clear goals for each individual
Set individual goals. Everyone in the business should be clear about their personal contribution and how their performance influences colleagues and, so, the company’s revenues and profits.

Challenge entrenched behaviours and beliefs
Challenge entrenched behaviours and beliefs. In the early stages of the programme, you might need to spend some time understanding employees’ attitudes and asking them about the subsequent impact on the business. Investing time now to get it right can reap long-term benefits.

Behaviour breeds behaviour
Your senior management should recognise their position as role models. Start the transformation programme with your executive team and then cascade it down throughout the whole organisation. Encourage leaders at all levels, publicly recognising the contribution made by these champions of change.

Equip your people with the required skills
No employee can be expected to change their behaviour without support. Provide an ongoing training and coaching programme so that the preferred patterns of behaviour can be assimilated, practised and embedded over time. Your teams should use their new skills with confidence, understanding why they are important to the long-term health of the business.

Aligned systems and processes
Remember to calibrate your systems and processes so that they can reinforce the desired behaviour  - you don’t want your employees to slip back into their old habits. For example, review your reward and recognition systems. These should be consistent with the behaviours you are encouraging to support your long-term goals and visions.

Making your systems, processes and people pull in the same direction is a challenge and you won’t achieve it over night.  However, for businesses that do achieve this, the rewards are very clear.

If you would like to talk about implementing change successfully in your business or learn more about our C5 model of change, do get in touch. We would love to hear from you.

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