Change happens, its how we manage it that's important
To change the culture of a business takes more than just a customer care course!
It is about changing the culture of an organisation, 'the way you do things around here' understanding the main point of why you come to work and ensuring that everybody has a clear vision and understanding of their purpose.
I often use the phrase 'it's all about people' and after working with more than a hundred organisations in the public, private and charitable sectors, I have a clear understanding that motivated and inspired people, working passionately together towards a shared goal, is the main reason why some organisations achieve great success and others simply don't.
People often ask me how do I start to change a business culture, well a lot of it is common sense, or perhaps good sense is a better phrase because if it was common sense everybody would be doing it.
The first step is to create urgency for change, give people a reason to want to change. A shock to the system, a wake up call, be that financial pressures, a reorganisation, a new leader, whatever the reason, it is absolutely vital to appeal to hearts and minds and ensue everybody is clear about why change is necessary.
All the truly great and successful organisations that I have worked with have a number of similar traits;
Create a clear strategy for change
Create urgency for change
Engage everybody in the change process
Focus on what is important - Creating a common goal
Stamp your vision and culture throughout your business (from recruitment to appraisal)
Communicate clear and consistent messages to team members
Create a group of positive ambassadors at all levels to keep the change process and culture alive
Deal with negative and underperforming people ( the ducks as I call them in my book)
Inspire and motivate the 95% of people who want to make a positive difference
Leave a legacy of excellence - Aim to be the best at what you do
and remember Happy focussed people = happy customers, without a doubt a happy workforce is a more productive workforce.
You can immediately sense, feel and smell the culture of an organisation the second you walk through the door. Every business has a choice, every leader has a choice to create a great place to work where people are passionate about what they do and deliver amazing customer service. But as I said at the start, you need more than just a customer care course its about creating a vibrant business culture.
Finally don't get knocked off track by negativity, develop a positive obsession and be ferociously determined to achieve your aims.
To be successful in business in these rapidly changing times the people and organisations that succeed, will be the one's who don't just react to change they anticipate it and shape their own future!
Leading Change John P. Kotter
Good to Great Jim Collins
My fires gone out, don't feed the ducks Liam O'Connell
The Tipping Point Malcolm Gladwell
If I can help or you need anything else please give me a call.
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