5 Steps To Success: Implementing Something New Should Not Be So Difficult

A Shot of Someone's Legs Walking Up Steps - Guidance from an Optical Business Consultant

Do you find yourself asking why everything you try to implement never sticks, or why it requires being harsh to get things done? This can be extremely frustrating, especially given the pace of change and the demands on managers and owners these days.

In discovery meetings with clients, we discuss two options: you can go fast, or you can go right. Doing it right the first time means you will not have to do it again. And furthermore, you will not have created an experience with staff where they believe everything will pass even if they don’t put much effort in.

Here are the five magical steps to ensure proper implementation and accountability:

  1. Set & Communicate Expectations

  • Be clear and concise with what it is you want to accomplish, and tell those involved. This is the most obvious step, yet often the most overlooked step.

  • Explain the why. As adult learners understanding the hy helps us retain the information.

  • Check for understanding. Do not assume everyone understands.

2. Provide Training

  • Again, do not assume they know how to do what you are asking.

  • Develop a plan. Show the team you are going to set them up to succeed, and identify actions and timelines.

  • When training, keep in mind that new learners to a task require incredibly detailed instruction and some micromanaging (yes, sometimes micromanaging is the proper approach). For learners with some experience or transferable skills, the support should be more collaborative.

3. Provide Coaching

  • Set the stage. Ensure they know the intention is to support them.

  • Provide feedback and direction early and often as required. When you notice something not being done as expected, address it; do not let the employee do it wrong or struggle because you do not want to have the conversation or hurt their feelings.

4. Determine & Remove Obstacles

  • Inquire and observe any obstacles and help to remove them. When things are not going as smoothly as you’d like, have the conversation and listen to understand what is getting in the way. Remember, as a leader you do not need to have all the answers or fix everything; in fact, the team likely has much better insights, ideas and fixes than you have (sorry, it had to be said). Furthermore, if they help with the solution, they will be more committed to make it work.

  • When your team comes to you with challenges and obstacles, use the WWYD approach. Ask them, ‘What Would You Do?”. Here is the tricky part: the first couple of times you ask, they will say they don’t know; they are testing you. At this point, give them time to think; do not jump in with your solution. (Disclaimer: we are talking about operational challenges and customer challenges; we are not involving them in confidential or high-stakes decisions.)

5. Confront Performance Opportunities

  • The good news: when you do the first four steps properly, you do not need this step. If you do get here, you know you did what you could to make them successful; at this point the choice is theirs.

  • Address the situation immediately and concisely by outlining the expectations and support you have offered. Be clear on the consequences if you do not see improvement.

  • Act on consequences if applicable. As a leader, we must always do what we will say we will do.

This may seem overwhelming, but as with anything, start with one behaviour change at a time and set clear expectations.

This is just a brief overview of this important topic; as many of you have done in the past, feel free to reach out if you require clarification.


Nancy Dewald is a business development professional, workshop facilitator and optical industry veteran who founded and is CEO of Lead Up Training & Consulting, a company specializing in identifying business gaps, implementing solutions and developing leaders.

Article as seen in Optical Prism

Previous
Previous

Acing Turnover: Onboarding and Assimilation

Next
Next

MidYear Business Review: Questions To Ask Yourself