Change is Hard. These 7 Tactics Make it Easier to Manage.07.10.18 / David Lemley
“Things change.” “Change is good.” “Be the change you want to see in the world.”
Platitudes about change abound, but here’s one thing you won’t see on a motivational poster backed by a scenic mountain photo: Change is hard.
It’s supposed to be. Change is risky, scary, inconvenient, messy. And we see it all, up close. Food and wellness brands come to us when they’re on the brink of change or in the thick of it — change that they haven’t anticipated and don’t necessarily want, often brought on by rapidly shifting consumer preferences and a turbulent retail landscape.
The changes we facilitate tend to be monumental — not a packaging tweak but a holistic repositioning or refocused brand strategy. And sometimes they’re painful, as we discovered when one of our recent clients came to us because they were floundering after a rebrand/renaming. Based on our consumer data that showed that customers still knew the brand by its original name, we recommended that the company return to that name. It was a real leadership moment: The CEO had to step up, own the mistake and be the bright light shining through the chaos.
So let’s say you’re the wolf: You’ve been tasked with instigating or managing a seismic shift in your organization. Maybe there’s been a management shakeup, or the CEO may be looking to sell. Maybe you once led the category but you haven’t kept up with consumers’ wants and whims and you’ve lost share. Maybe a new competitor is chewing up the category. Whatever’s sparking the change, you’re expected to guide the team through it.
Take a deep breath and ready yourself with these tactics we’ve gathered from helping our clients deal with change wisely and well:
1. Acknowledge the fear. Understand the psychology of what you’re about to do and don’t dismiss your team’s fears. If change is challenging for you, it’s likely more so for others in the organization, who feel powerless and worry that their comfortable routines will be turned upside-down. Listen and share frequently and strategically; gather input and buy-in along the way. But don’t unveil the finished work until it’s ready for prime time.
2. Expect resistance. From all quarters: long-term employees who are happy with how things have been done forever, finance & operations people who are charged with getting results, marketing staffers who know the biggest impact will be on their department. Know that the sales team will be early and vocal objectors — they’ve been successfully selling the product for years, and they’ll object to changing their pitch. But they’ll also be the fastest adopters once they “get” the vision.
3. Start with strategy. A strong strategic foundation — one that addresses consumer trends, acknowledges market realities, and drives business growth — gives the team confidence and common ground. Strategy becomes a toolbox that guides everyone, from the CEO to the front desk receptionist, on how to behave in their role to contribute to the brand’s success.
4. Enlist advocates. Creating a solid group of key stakeholders at the outset gives you an internal leadership team that co-authors the brand and becomes your ally when it comes time to strategically leak news. Encourage your advocates to share their personal experiences as insiders involved in the process, along with information about how the project is unfolding and what’s to come.
5. But know that not everyone will get on board. In fact, we request that HR management is part of any rebranding or repositioning project we’re involved with because there’s always a training/coaching component to change. And staffers who resist and fight their way through the strategy development process may need to be asked to leave before they poison the well. Ask your HR partner for help identifying potential resisters and getting them on track or out the door.
6. Make it feel special. Tap your internal advocates to help build a sense that the change represents an opportunity to further a brand they’re passionate about. Connect this initiative to the brand’s greater purpose. Celebrate milestones and create momentum to fuel excitement.
7. Use language to gain buy-in. Reality exists in language. Having the brand strategy and talking points that answer questions will be key to calming your team’s nerves. We use language to teach the teams we work with how to describe their products and why they exist in the world. This is especially crucial for the sales team: Unless they buy in, they’ll never be able to make a presentation about the product.
Change can be humbling — it means admitting that what you’ve been doing isn’t working anymore, that your competitors are moving faster than you are. Or that you’re just flat-out wrong. That’s a real test for company leaders.
Done well, change can be a catalyst not for fear and internal squabbling, but for collaboration, growth, and rededication to the cause. The objective is not comfortable complacency, but transformational business success. On the other side awaits greater clarity, sharpened vision, and teams that are aligned to the vision and confident in moving forward.
Change ain’t easy. That’s why it’s essential.