23. 5 Simple Steps to Drive Change
1. BLUF
Change is hard. Even good change.
People want to know what’s changing, how it affects them, and why.
Start with WHY, communicate, ignite team, seek feedback, iterate & improve.
2. Action at Aldi
Change is hard. Even good change.
I saw this first-hand during a grocery run to Aldi.
The famously efficient chain just implemented self-checkout stations at my local store. The layout and flow were completely different.
And, the energy and angst were palpable. “What does this mean for me today?” “What happens now?”
I asked an employee what was going well and what was challenging during the transition. He said customers with fewer items loved not standing in long lines but also noted the sensitivity of the new technology. One small error, and a store associate needed to assist.
Leaving the store, a patron remark, “Well, I’m not sure that improved much…”
My mind flooded with thoughts – how could a few small details – even for a short time – have better shaped this store transformation?
Maybe, a few more associates over the weekend during busy hours to direct traffic and one or two “change ambassadors” out on the floor to help with real-time questions and technology glitches?
3. 5 Simple Steps
It’s the same for any business rolling out a new strategy, small or large –
Start with Why: Grocery shopping made simple.
Communicate (and Then It Communicate Again): Address the WIIFM (What’s in it for me?). “Here’s a new check out process to help you get back on your way.” Use visuals, where possible.
Ignite Help: Deploy guides to help people know what to do next, particularly during the early stages.
Seek Feedback: Ask for employee & customer feedback and act on it. What went well? Where can we improve?
Iterate & Improve: Constantly incorporate feedback to make your products, services, and company better.
4. Application
So, what does it look like for your business?
How do you roll out a new strategy?
Which step is the hardest to implement?
What is one thing you can do today to drive greater clarity?
I help small technology and professional services businesses scale and grow.
If you want to break through to the next level in your business, drop me a message, and we'll arrange a 15-min call to see if I can help.
To your success,
~Susan
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