Have you experienced that moment when despite your best efforts your team isn’t responding to an initiative that can improve your results and customer satisfaction?
If not, then read no further.
I recently read about two different 30-somethings who threw television (and Wi-Fi!) out of their house and now live happier and fuller lives as a result. Wow! It’s a big decision to perpetually create your own entertainment, but apparently very rewarding. What led them to do something that many of us only think about? What’s your example of giving up something comfortable and familiar for something you know will produce better results?
My #1 observation of the stalled launch of new initiatives is that despite great fanfare, training and incentives, the employees just don’t engage. Breaking news! No matter how a change might improve their lives or results, people will not act differently until they decide to. I’m sure you knew that but is this true even for effective customer engagement?
Is it true that people will treat customers and fellow employees better if you show them undeniable reasons, methods and skills for doing so, especially if they know it will produce better results?
Not in my experience.
Artful training of reasons, methods, and skills are important but here is my observed ‘Power-Pack’ of ingredients within people who actually decide to change for the better:
- They believe it is necessary for personal and/or professional gain and fulfillment.
- They have confidence to engage people in more productive ways.
- They have patient but persistent leaders or guides.
- They are able to get help and offer help to peers.
How many managers stop at the point of training or an initiative launch, and expect better results from the very same environment?
The Power-Pack requires the active involvement of others and you. And the ‘breaking news’ to me? You need all four! Even the finest launch or training will have no ultimate value if the Power-Pack isn’t fully present. A well positioned Power-Pack is the difference between a compliant and a committed team. It is the essential ‘service-after-the-sale’ for teams.
Like our two 30-somethings, what do you need to give up to bring about new success?
How would you ensure the existence of the Power-Pack when you’re already so busy?
Do yourself and your team a favor and answer these questions. It can’t be as hard as giving up television and the internet. No way!