Much has been said about change and how it affects us in all aspects of our lives. It is constant and always happening. The attitudinal approach can make change a positive thing. Etc. etc.
I am a strong believer in the positive effects of change, but I also find that we need to learn to respect those amongst us that do not want to change. We need to take the time to learn why they don’t want to change. The motive for that shouldn’t’ be to get them to change, but to understand why and perhaps adapt our attitude toward them.
For example, many years ago we used a great supplier for menu design and printing and were often asked for the company’s name. We were glad to give the referrals and Charlie, who was the owner, didn’t only run a great business, but also was a super guy.
However, after a period of time the people we had referred would complain that Charlie didn’t follow up with them. When I asked Charlie about that, he simply told me: “ My business is large enough for me and I have a great time running it. I have no kids to pass the business on to and I will retire in five years. I appreciate your referrals, but I don’t want to change what and how I am doing things.”
Well, anyway you slice it, he is right. It might be difficult to understand for ambitious managers with one eye on the future, but the man knew what he wanted.
If we take our time to understand why people don’t like or even resist change, whether a guest service agent, server or division head, we’ll probably surprised and find solutions to some of our challenges.
Regardless, change is inevitable and to give you some insight on how to deal with change, Dr. Terry Paulson has contributed a great article and we have researched a great book on Change that you are sure to find both entertaining and useful.
In hospitality
Thomas
