Old habits die hard. As we begin training our agency to take full advantage of the new processes and tools we’re putting in place to meet our industry’s challenges in the new economy and the Social Age, I’m reminded of Elisabeth Kübler-Ross. While our colleagues are supportive and most recognize the need for substantive change, Dr. Kübler-Ross’ five stages of grief are very applicable to our agency’s adoption process.
- Denial: In certain circles, there have been whispers that this is just the latest of many attempts over the years to fix what’s either not broken or or not so broken as to need replacing. To a certain extent, there’s a mild air of”humor them and this, too, shall pass.”
- Anger: Now, that we’re signing everyone up for a series of training classes, we’re encountering pockets of push back. “Why do I have to take these classes?” “I’m fine with the new process, but it doesn’t apply to me….” “What’s wrong with the way we do it now?” As we move from theory to practice, it’s understandable that now folks are paying attention—and might not be as comfortable with the changes as they thought.
- Bargaining: I suspect that once we get through the training, we’ll hear from a lot of folks looking for exceptions or suggesting that our new processes don’t or shouldn’t apply to them. We all think our circumstances are unique, but they rarely are. Generally, with a little tweaking, old ways can shift seamlessly into the new.
- Depression: I fully expect some sadness to set in as the new process takes hold. We have a lot of great people who are pretty used to doing things in the manner that works best for them. However, if we’re going to maintain our edge moving forward, we absolutely have to make sure everyone—from our CEO to our newest assistant AE—able to confidently perform against the same sheet of music.
- Acceptance: Eventually, I think everyone will accept and embrace our new approach. We have a great agency loaded with great minds. Although change is difficult (and not without its hiccups, missteps and in-line enhancements), it is absolutely necessary. As we move through the process, folks will accept what we’re up to.
Then comes the hard part: changing individual behaviors to engrain the new process as a new, agency-wide habit.