Working with individuals and businesses that are wanting to change something, I have studied and noticed what works and what doesn't. In fact, all my graduate and post-graduate work has been focused on change.
I have found that regardless of the theories, people, or circumstances, there is one strategy that is so basic for successful change that I’m surprised it’s ignored so often.
- Before you can influence change
- Before you can plan the change effort
- Before you can decide which people are key for your effort
- Before you can overcome that habit that is bothering you
- Before you can encourage your child to change
- Before you can experience the results of the change
You have to decide WHAT you are trying to change and
focus on changing just a few vital BEHAVIORS
Even the most pervasive problem will tend to yield to change with a few high-leverage behaviors.
Edwards Deming said: “It is not enough to do your best; you must know what to do, and THEN do your best.”
An example of how it works
Let’s say your business is getting many complaints about poor customer service. In trying to change the picture, you might have tried telling everyone how the negative perception is costing business. You could even say that you might go out of business if things don’t change. This would succeed in scaring people, bringing more stress and worry, and as a result, there will be even poorer customer service.
You could say that your people need to establish a good relationship with the customer. But this will not be helpful either. Why? Because that is stating the result you want, not the behavior that needs to change. It’s talking about what to achieve, not what to do. You are in fact saying:
“Do something, I’m not sure what it is, but do something that will result in a good relationship with our customer.”
It will be much more effective to clarify exactly what people are supposed to do. What specific behaviors they need to focus on. And it can't be a list of 20 things, because it’s impossible to change too many things at once.
In this case, it so happens that there is research already done showing which vital behaviors can have the biggest impact in customer satisfaction: smile, make eye contact, identify what the customer needs, end by asking “Is there anything else that you need?”
Once you know what vital behaviors can make the biggest difference in customer's perceptions, then you can design a successful change implementation plan, motivate people, form groups for reinforcing these behaviors, and so on.
Remember. . .
When changing anything, ensure you’re searching for strategies that focus on behavior. Discover [by looking at research already done or doing your own] a few vital behaviors that will make the biggest difference, change those, and you will have successful change.
Share your thoughts
What is your experience with changing behaviors vs. thinking about outcomes?
I would love to know what you think, so please share your thoughts with your fellow readers and myself.
If you found this information useful, imagine how more successful you will be with change, working with me. To find out more, simply click here.
Photo by: Ageless North Shore