Change is Difficult

The Marketing Department has taken over follow-up on customer communication. Our Service Department has not done a good job of staying in contact, so we needed to take control. Leading up to this point, I have attempted to help our Service Department but they did not embrace change.

So far, we are off to a good start and the reason is twofold. Firstly, my department really buys into customer service. I have enough people who believe that we need to provide the best service in the industry or we will fail as a company. Secondly, we all embrace change better than any other department in the company. It is not an easy task to keep everyone open to change, but it is necessary.

We are prepared to completely take over all customer communication, including management of service calls. We will do whatever it takes to ensure the future of the company.

I think people fear change because they feel like they are losing control. Let's face it, people like to be in control. So how do you help them embrace change? You need to constantly show them how change will benefit them and the company. It also helps if you you have the right people in your company.