Dealing with change

Many of the things that we now take for granted were once things of the future.  Take email for example.  Email was commonly introduced into business in the mid-1990’s.  Now most of us probably feel that we couldn’t live without it!

If we were to look more closely at our business, we’d find that we’ve changed in a host of other ways – internal policies and procedures, changes in response to customer needs, government regulations and so on.

It can be hard to accept change.  We dislike it and it makes us feel uncomfortable.  Yet this in itself is a paradox.  Often we long for change, at other times we dread it! Dull routine bores us, and we would do anything for a change of scene.  Alternatively, too many changes, especially in quick or unexpected succession, often challenge or threaten us. The fact is that most of us prefer not to change if possible when we feel things are going well. Whether we like it or not, however, change is a fact of life and it will often result in us experiencing mixed feelings and emotions.


When we experience a major change we often find that our emotional state can vary significantly.  Sometimes we will feel negative before trying to be positive and looking on the bright side.  This may or may not last and we may well experience further downturn in how we feel.  Ultimately, we adjust to our new environment and we come out of the experience stronger and feeling better for it. So, what can we do about this?

To start with, don’t get too down on yourself, you will not be alone in experiencing these feelings.  As change unfolds, the uncertainties that we are presently feeling will disappear and we can all look forward to a better and brighter future.

Your customers don’t care that you are going through a change programme.  They don’t care that you may be personally affected by this and they certainly don’t care about the internal change in your business, unless it affects them. So make sure it doesn’t affect them.  Continue to provide excellence in customer service at all levels, continue to fully understand the needs of your customers and prospects, continue to delight your customers in everything you do.

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