change management | Customer Service Solutions, Inc.

Address the Expectations that Were Set - 8/26/25


Before the caller ever got to Marco – the customer service representative, the customer had been working with the company for months.  They had read the marketing brochures, had a conversation with a sales rep, reviewed the new customer information on the website, and read all the information e-mailed Read more

When Technology Fails the Customer - 8/19/25


Technology is a wonderful thing…until it isn’t.  The website is down, the mobile app won’t work, the system keeps kicking them out of their account, or they received a spoofing phone call supposedly from your department. If you’ve ever been manning the phones or managing the department inbox, you know Read more

The Misunderstood Physician - 8/12/25


I was speaking with one of my personal physicians years ago, and when we were talking about my work – particularly customer satisfaction research - he started talking about online physician ratings.  He lamented that a few low ratings were dinging his overall score.  Then he shared that the Read more

Uncover Silent Concerns - 8/5/25


One of the customer service statistics we have quoted many times over the years is:  For every complaint you do hear, there could be 26 other customer issues that you don’t hear. And when we bring up that statistic, we bring it up because we want to make sure companies Read more

Talk Yourself Up to Take Down Their Anxiety - 7/29/25


I believe that most customer service people are pretty humble, so I’m not asking you to lose your humility.  But I do have one ask of you… When that customer is anxious or nervous, when they fear the future because the future is unknown or it could be laced with Read more

Use Little Acts to Make a Big Impact - 7/22/25


A WOW Experience is not always one instance, one act that blows away the customer.  It’s not always an over-the-top-the-employee-saved-the-day act of brilliance.  Sometimes a WOW is the sum total of a series of little things that others don’t do – those actions that differentiate you from others.  The Read more

Avoid Some Stress by Addressing Issues Quickly - 7/15/25


It’s good customer service to resolve issues quickly.  The customer sees the light at the end of the tunnel.  They more quickly bring their anxiety and stress, their negative emotions down.  And they more quickly get to a solution. But this tip is not about them.  This tip is about Read more

Better Customer Service through Better Teamwork - 7/8/25


We spend so much time talking about what great customer service looks like in those 1-on-1 Moments of Truth, that we often neglect to discuss what goes on inside the company that leads to those great moments.  We’ve talked about customer handoffs within an organization, but what does a Read more

Highlight the Hidden Value - 7/1/25


Marketing campaigns often highlight a particular product and ALL the features and extras that the customer will receive… “For 3 low, low payments of only $39.99, you not only get these world-renowned chef knives, but you can also get this free laser-etched spatula!  AND THAT’S NOT ALL!  We will also Read more

Don’t Harp on the Customer’s Mistake - 6/24/25


Seth’s daughter, Sarah, had missed some swim classes, and Seth remembered that the aquatics center had several make-up classes available late in the summer.  So Seth pulled up the class schedule on his phone, found one that worked on his and Sarah’s schedules, and planned to attend a session Read more

Change Management – Facts about Past Decisions Reduce Fear about Future Decisions

Posted on in Business Advice Please leave a comment

Change can result in fear.  Particularly where change is thrust upon someone very suddenly, it can create shock or disbelief.  Sometimes that change is not something an organization can plan for; it therefore cannot adequately prepare its employees for what’s ahead…at least initially.

In this COVID world, Change Management is about dealing with the unknowns, but still developing a plan for the future.  It’s about managing organizational strategy for the long-term, while still developing an agile mindset and approach in the near-term.  It’s about dealing with employee emotions and continually trying to motivate them, while at the same time having the disadvantage of not having them in a room with you to gauge their feelings, gauge their expressions, and gauge many of their behaviors.

“Providing facts about how past decisions were made…enable employees to understand how decisions will be made in the future.”

 

So, organizations need to create their own Change Management model that coincides with the Change Management model for its employees.

 

Talking with Employees about the Change that was Made

For this conversation, let’s focus on the early stages of organizational change.  After having made the immediate and necessary adjustments in staffing, expenditures, and operations to offset lost revenue and inflows, the organization needs to begin explaining in some clear and objective detail why that needed to happen.  Particularly for those that are still with your organization, employees need to understand the facts behind the action, because facts are something concrete that enable employees to more logically accept decisions that were made in the past and understand how decisions will be made in the future.

Let me repeat.  The reason to explain to current employees in some detail and factually why recent decisions were made is so they feel like they understand that future decisions will be based on facts and objectivity, and they know the criteria for those decisions.

More Facts about the Past, Less Fear about the Future

In other words, you’re not only creating a dialogue with staff by explaining details on the “why” of the changes, but you’re also addressing their fear of the unknown by at least helping them to understand a process and a list of criteria that you might go through in the future to make similar decisions.

When you’re thinking about the importance of Change Management for an organization and how that relates to employee communications, don’t underestimate the importance of being open, dialogue-oriented, and factual about the reasons for the past change.

Help employees to more objectively understand how decisions could be made moving forward.