Unless you've had your head in the sand you realize that we are living in a changing world, a changing universe, a changing marketplace. Change is everywhere. You can't avoid change. You can't ignore change. You can't prevent change. You just have to live with it! And if you fight change you'll ultimately end up the loser. So how do you deal with change? And if you're a leader, perhaps the more important question is, "How do you help your people deal with change?" The truth is "People resist change with every fiber of their being!" They would rather things stay the same than to risk change. They would prefer to go about business as usual. Perhaps brought on by fear of the unknown. In the past, keep things the same was ok. But those days are over. Technology significantly and dramatically influences nearly every imaginable industry. In the last ten to twenty years, entire market segments have disappeared. The phonograph, eight track tapes, and LPs have given way to CDs, DVDs and MP3s. As a result, companies find themselves forced to either change to keep up with the times, or simply go out of business. No doubt, you've seen businesses right in your hometown ~ or in your industry ~ that have resisted change - and lost! In today's world, businesses either move ahead, or get left behind! Change leaves its mark on history. If no one were willing to embrace change, we would still ride horses to work and have outhouses. Lucky for us, our forefathers were not afraid to ask, "What if?" and to seek the answer. Candlelight is romantic on occasion. However, I sure enjoy flipping the switch and being able to see. It's more than a convenience - it's a way of life. Thank goodness, Ben Franklin and Thomas Edison were persistent in finding a better way. You can be sure the skeptics scorned and criticized these change agents because they did not understand the possibilities of electricity and light bulbs. Much like electricity, automobiles, telephones and microwaves, some change can be positive. Sure, it may not be "the way we've always done it" but it just might produce better and faster results. Ultimately, that is the kind of change we should embrace. That's what our customers expect ~ in fact, it's what consumers today demand. Change is happening everywhere Think about some changes that challenge us in business and in the workplace. What changes are we seeing, and what can we do to meet the challenge of those changes? First, we're seeing changes in customer mindset or expectations. Customer's today have a microwave-mentality. They want their needs met and their problems solved, and they want it right now! They don't want to wait. They don't want delays. They don't want excuses. They want it now! And, if you can't deliver what they want --when they want it -- they'll go somewhere else. Have you ever been searching for a product or service, and called through the numbers in the yellow pages? What happens when you don't find what you're looking for at the first place you call? You call the next one right? What does this mean for you and your organization? Well, it means when customers call, employees should answer the telephone quickly, and with a sense of urgency in their voice. In fact, sometimes speed is the primary reason a company gets the business. The person answering the telephone should possess knowledge in the company's products and services. That person should effectively ask questions to identify specifically what the customer needs, and then either solve their problem, or direct them to the appropriate person or department who can meet their needs. When people come in to your business, they shouldn't feel as if they are intruding - but instead should feel like the most important person who has walked through the door all day. In other words, they need to know that everyone, and I do mean everyone, in the company is there to serve them. Some people say, "Well, customer service is not what I do!" Wrong! Customer service is what everyone does. I saw a sign the other day that said, "We don't have a customer service department. We have a customer service company!" I love that. In fact, we turned that phrase into a FREE poster you can download from my website at www.JPMaroney.com. We're also seeing significant changes in technology! A few years ago, my four-year-old daughter was with me in a popular copy shop and business center. I had just finished using one of their computers to print out a document when I heard her ask me, "Da Da, what's this?" I turned and realized she was looking at a typewriter. And it hit me just how much things are changing. Here she was, a preschooler who has her own computer, a binder full of computer games on CD, and she's NEVER seen a typewriter. Think for a minute how technological changes have affected people and companies who once depended on the sale and service of typewriters for their income. Pretty scary isn't it? The fact isnone of us are immune to the changes in technology. We must accept technology and learn to adapt and leverage it to fit our needs. The other day, I was searching the Internet for a mailing list company. At one website, they had a button that said, "Click here for live support." I clicked and immediately someone from that company came online and began communicating with me using text-based Internet chat. What a great example of using technology to improve service. But it was an improvement brought about by change! Today, we're seeing major changes in the workplace! The new world of work has placed new demands on workers at all levels of the organization. In many cases they're being expected to accept new responsibilities, expanded job functions, and increased workloads due to downsizing, restructuring and mergers. These changes require a person who is flexible and willing to adapt with the times. It demands that individuals continuously upgrade knowledge and skills to meet the needs of customers and team members. We need people who are willing to change! So what do the people in the organization need to do in order to compete and thrive in a changing marketplace? What actions are required by savvy employees and managers. First, we need to get beyond business as usual. We cannot afford to become complacent and feel that our past successes will guarantee our future results. Sometime back, I saw a movie, "Pirates of Silicon Valley" which is based on the early days of the personal computing industry, including the rise of Microsoft and Apple Computer. In the movie, the character of Bill Gates says, "Success is a menace. It fools smart people into thinking they can't lose." That is just it. We cannot allow past successes to lull us into believing that we are invincible. We must consistently challenge status quo. It suggests that we should question everything! Existing processes, existing methodologies, outdated products and services should all be subject to review in order to make sure we are still relevant in the marketplace. How better it is to initiate change and revamp or update products and services than to find yourself forced to do it because of shifts in demand or more formidable competitors. Wait too long and you could find yourself reacting too late. Second, we must keep open lines of communication throughout our organization. Teams, departments, branches and satellite offices should communicate with each other on a regular basis. This creates a sharing of ideas, including: What's working, what's not, and where do we need to improve? Technology now gives virtually any size organization - even those spread across broad geography - to connect people and facilitate idea sharing through online message boards and forums. That communication of information is vital for future successes. It ensures that everyone knows the specific direction of the company. It also keeps everyone focused on how the organization plans to get there. Everyone should very clearly know the mission of the company, and the strategic plan for achieving that mission. At every level, team members should know the goals of the company, and should know how they fit into the big picture with their own area of personal responsibility. The second thing we must do as a company is focus on fundamentals. This includes delivering exceptional products and services that meet the needs of clients. It means providing customer service that exceeds expectations. People only do business with an organization for one of two reasons: One, you make them feel good. And two, you solve their problems. Preferably both! Focusing on fundamentals in a changing marketplace means getting down to the nitty-gritty of how to best solve client problems and make them feel good. It means going above and beyond what's expected -doing the unexpected. Michael Dell, Founder and Chairman of Dell Computer wrote about this in his book "Direct from Dell." He said, "At Dell, we've always tried to exceed (our customers) expectations with our products and service. But when you go beyond just offering better products and services, and attempt to build a meaningful, memorable, total experience, you win customers for life." Focusing on fundamentals means listening to what customers and clients say about your products and services and being willing to adapt and change with the needs of the market. The climate of our times demands this kind of flexibility and adaptability. Ready or not, change is happening. It is happening everywhere -especially in the workplace. For organizations to grow, evolve and keep up with the changing times, we must teach people in organizations the importance of flexibility. We must teach them how to adapt and change with the times. Ultimately, that is one of your primary roles as a leader. |
