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Who is actually leading your business?

Taking Control of Your Business: How to Effectively Implement New Processes without Employee Pushback.

We all know the age-old saying of Never put the cart before the horse” and this couldn’t be more relevant to our topic!

Idioms can be powerful tools for learning, as they help us understand complex concepts by comparing them to something more familiar. We can use what we've learned from idioms in our daily lives and work by applying similar patterns of thinking and problem-solving to different situations.

As a business owner or manager, it's important to constantly look for ways to improve and optimise your operations. This often involves implementing new processes or procedures that can help your team work more efficiently or provide better service to your customers. However, if you don't handle the introduction of these new processes carefully, you could end up facing pushback from your staff which could ultimately harm your business and cost you a lot of money!

Allowing your staff to push back on new processes may seem like a good way to keep everyone happy and engaged, but it can actually lead to stagnation and increased costs as well as a whole other host of issues in the long run. When employees resist change, they become less productive and less effective at their jobs. They may also put up defensive barriers and become less willing to take on new responsibilities or learn new skills, which will obviously limit your business's ability to grow and evolve.

In addition, resisting new processes can lead to increased costs. For example, if your team is used to doing things a certain way, they may be resistant to using new software or tools that could help them work more efficiently. This could result in wasted time and resources, as well as increased expenses for your business.

To avoid these negative outcomes, it's important to create a culture of openness and collaboration when introducing new processes. Encourage your staff to provide feedback and suggestions for improvement, but also make it clear that new processes are necessary for the success of the business. Provide training and support to help your team learn new skills and adapt to new procedures but a director must be willing to enforce the use of new processes for the long-term gain. Ultimately, the success of your business depends on your ability to adapt and evolve over time. By embracing new processes and encouraging your staff to do the same, you can stay competitive, grow your business, and provide better service to your customers.

“You can lead a horse to water but you can't make him drink!”

Another great idiom and again, on topic! Handling that resistance is one of the most difficult parts of making change.

Whether it’s something small like changing a business workflow or process or something much bigger like the introduction of automated systems, you’ll likely run into a few employees who are resistant to the change – and as a result, may find yourself dealing with some bad behaviour from employees. For the best results, part of your change management plan should include strategies for combating resistance from team members.

Dealing with employees who refuse to adopt the use of a CRM (Customer Relationship Management) system and accept changes to processes can be a challenging situation for any company. But no matter the reason for the change, or what the change itself is, employees most commonly resist it because of the following:

Lack of trust - Employees may not trust the intentions behind the changes or the individuals implementing them. If employees feel that their voices are not being heard or that changes are being made without their input, they may resist the changes.

Self-interest - If employees feel that the changes will negatively impact their job security or their role within the organisation, they may push back. This can be particularly true if employees feel that they lack the skills or experience to adapt to the new processes.

Poor communication - If employees do not understand why changes are being made or how they will impact their work, they may resist. Likewise, if employees feel that they have not been given adequate information or resources to adjust to the changes there inevitably be pushback on those changes.

Low Tolerance and Fear - If employees are used to doing things a certain way they may push back on new processes. This generally stems from the fear of failure or of not being able to adjust to the changes.

Knowing the root cause of employee pushback makes it possible to deal with the problem and work on the solution.

“Handling with Gloves” and “setting off on the right foot”.

Understand their concerns: Start by listening to their concerns and understand why they are resistant to the change. It could be due to a lack of training, fear of change, or a lack of understanding of how the system will benefit them. Understanding their perspective will help you address their concerns.

Communicate the benefits: Communicate the benefits of using a CRM system and how it will streamline their workflow, save time, and help them be more productive. Highlight the positive impact it will have on their job and how it can help the company overall.

Provide training and support: Provide adequate training and support to help employees understand how to use the CRM system effectively. Offer ongoing support and resources to help them become more comfortable with the system and address any issues they may encounter.

Lead by example: Encourage leadership to lead by example by using the CRM system themselves. This will show employees the importance of the system and how it can benefit the company.

Set expectations and hold employees accountable: Set clear expectations for using the CRM system and hold employees accountable for using it. Provide regular feedback and recognise those who are successfully using the system.

Address resistance: If employees continue to resist using the CRM system, it may be necessary to address the issue through disciplinary action or re-evaluating their fit within the organisation. However, this should be a last resort and only used after all other options have been exhausted.

To conclude, by taking a proactive and empathetic approach to introducing new processes and a CRM system, organisations can successfully implement these changes with little disruption and pushback from their team. Providing adequate training and support, communicating the benefits, leading by example, setting expectations and holding employees accountable are key steps to achieving a successful implementation. By doing so, businesses can rapidly see the benefits of their investment and efforts in having their team adopt the use of automated tools, which can ultimately lead to increased efficiency, productivity, and success.


Sponsored by

Survey Booker's CRM system, specifically designed for surveyors, has been praised for its ability to seamlessly integrate with businesses' current processes, rather than requiring major changes that could disrupt day-to-day operations. By working closely with clients, Survey Booker is able to identify areas for improvement and develop tailored solutions that meet their unique needs.

One key factor in the success of Survey Booker's approach is their commitment to providing quality training, onboarding sessions and support for teams. By helping employees quickly adapt to new technology and processes, businesses are able to see the benefits of their investment sooner rather than later. Overall, Survey Booker's CRM system has proven to be a valuable asset for businesses looking to improve their current processes and boost productivity. For those interested in learning more, requesting a demo is a great way to explore how Survey Booker can work with your team and business to achieve maximum return on investment.


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