For small business owners, effectively managing change is crucial to ensuring employee buy-in and customer satisfaction. However, it’s no secret that people resist change, especially when it’s sudden or poorly managed.
Change is a constant part of business, whether it involves internal operations, new products, or customer-facing strategies. Yet, managing change is a delicate process, with studies showing that approximately 70% of organisational change initiatives fail.
In this article, we’ll explore practical strategies for managing change. These strategies will help your business transition smoothly, reduce resistance, and stay on the path to long-term success.
Managing internal operational changes
Whether updating processes, adopting new technology, or reorganising teams, managing internal changes requires careful planning and effective communication. The critical elements for successfully implementing internal changes are:
- Planning
- Communication
- Employee ownership
Planning internal change
Proper planning and resource allocation are essential. If resources aren’t planned properly, employees may become frustrated, and the change may fail.
Start by clearly outlining what the desired outcome of the change will be and by when. Following this, establish clear milestones and check-ins.
Focusing on the desired outcome allows you to be flexible in how you achieve your desired change. Milestones and check-ins will help ensure the transition progresses smoothly and allow you to adapt to unforeseen changes.
Communication
Research shows a disconnect between leaders and employees when it comes to involvement in change. While 74% of leaders think they involve employees in creating change strategies, only 42% of employees feel included. This gap highlights the importance of clear, open communication during the process.
To improve communication, you can organise regular check-ins to create time and space for individuals to express their feelings about the transformation.
Employee ownership
One of the most effective ways to reduce resistance to change is to involve employees. Changes are 24% more likely to succeed when employees primarily own implementation planning.
Focusing on the desired outcome will help you guide your team through change instead of over-managing every aspect – which can undermine trust and stifle creativity and ownership. Whenever possible, give your employees flexibility to adapt to new systems while offering the support and resources they need.
Managing customer-facing changes
When introducing changes that affect your customers, such as a new service, pricing update, or product redesign, it’s essential to carefully manage their expectations.
In addition to the points about managing internal operational changes above, you should also consider the following:
Conducting research before implementing changes
Before implementing changes that affect your clients, it’s important to gather insights about their preferences and needs.
Surveys or focus groups can help gauge how clients will respond to a proposed change, ensuring that what you implement aligns with their best interests.
Top tip: Start with a pilot programme or small experiment among those open to change rather than rolling it out to everyone at once. This approach will allow you to refine your strategy and improve your communication for the larger rollout.
Communicating the why and the how
Customers are more likely to accept change when they understand why it’s happening.
Whether adjusting prices or launching a new service, clearly explaining the rationale behind the change can ease concerns. Be transparent about how the change will benefit them and what impact it will have.
Positivity and patience
When change is inevitable, maintaining a positive and patient approach can make all the difference.
Resistance often stems from fear or uncertainty, so it’s important to foster a supportive environment. Be patient as customers adjust and provide them with the guidance and tools they need to navigate the change successfully.
How ETC Can Help
Effective change management is an essential skill for all business owners.
At ETC, we understand the challenges small business owners face and are here to help you maximise your time and achieve your business goals. Whether you need assistance setting priorities, implementing time management techniques, or identifying areas for improvement, our specialist consultants can provide you with the support and guidance you need. Please get in touch.
If you are new to ETC, why not contact us for a free new business review? We’ll spend two hours with you, giving you professional coaching and will leave you with actions for immediate implementation.