Making the Best Decisions ~ Taking the Learning Out of BREXIT and Into BUSINESS

They call together the employee base, announce the plan and let the sales/customer service team know the message that they are to deliver.  The program is of a ‘one size fits all’ nature and only one problem.  The customer base doesn’t fit into one size. To the largest it represents a reduction of benefits and the emotional reaction to this was instant and loud.  They’re not happy and they let it be known.  The program was scrapped within a week.  Wasted time, money and credibility.

Scenario II
Your best and largest customers want to do business with your company however they just didn’t want to drive to your current locations.  They let it be known that if you want their business you need to open a location that was more convenient to where they live.  As these were the ‘best’ customers management began an expansion program that opened 3 new locations within a year to suit their largest patrons.  One year later, after responding in this way to the emotional input, the company was out of business.

Have you been involved in such situations?  Too often, when this is allowed, we are forced to scramble to make needed changes in an attempt to return to smooth waters.  Here is a suggested approach to minimize the need to respond to unintended consequences:

1. Bring people together who are familiar and work with any who will be impacted by the changes being proposed.
2. Each person is charged with the responsibility to present any and all perspectives that recipients of the change might possess … as if standing in their shoes.
3. Make alterations to the plan that will recognize and respect the variances rather than silence them and pretend they don’t exist.
4. Delay a final ‘vote’ until your ‘Monday morning’ (i.e. tomorrow) to allow all involved to digest the input and select the path forward based on having incorporated all critical perspectives into their personal decision.

   

Of course business is not like running a government trying to sell constituents on one choice or another.  Rather it consists of making impacting decisions that will affect the ultimate success of an organization.  Placing value on the consideration of all perspectives prior to making any decision enhances the degree of success that can be derived.

Brexit has created a messy situation that appears to be potentially costly in many ways.  Perhaps a country thinks it can afford that.  Few businesses can nor is it necessary if we call forth … insist on … all the voices as needed for the right decision.

Mike Dorman