Incremental change works best
In order to get buy-in, change must be not only attainable, but sustainable. It is easy to slip back into old habits and do what is comfortable; however, this will not help complete the change. Change must be incremental at first, so the old is not so far away, yet consistent, so small changes make dramatic leaps forward before you know it. The change must also be successful to the customer. The customer must “feel” the change in order to remain positive and make positive comments to staff that are often starved for positive feedback. Sustainable change will become a solid foundation for improvement. Sustainable support from executive management will go a long way towards staff taking the change not only seriously, but also applying it consistently.
