“Getting better is not easy, but it’s the only way to be successful.”
One of the biggest challenges leaders face is getting people to change. Especially the ones who have been doing the job for a long time. They’re comfortable. They’ve been successful. From their perspective, if it’s not broken, why fix it?
I’ve seen this many times, including at Disney. When we made the decision to raise our standards and improve the customer experience, we faced resistance at every level. There were people that didn’t want to change. Some of them chose to leave. That’s one of those difficult crossroads that is part of leadership.
If you want to go from good to excellent, you have to be willing to deal with resistance. It doesn’t go away on its own. In fact, it’s usually the only real obstacle you’ll face. So what do you do?
First, you make sure you understand why the change matters. You need clarity before you ask others to commit. Then you bring people together and explain it. Make sure you are clear and honest. Not just what is changing, but why it matters and what’s at stake.
Good leaders don’t ignore input. They listen. They gather feedback, consider it, and then make a decision. A critical next step once the decision is made, is to have follow through. If you don’t, people won’t take it seriously. They’ll assume this is just another initiative that will fade away.
That’s why persistence matters. The best time to get better is when you’re already doing well. Waiting until performance declines puts you at a disadvantage. Change is uncomfortable. It tests people, including leaders.
Stay clear, consistent, and committed. When you do that it’s more likely that people will come along. But then again, there are some that won’t. And that’s how progress happens.
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Notable Moments
[00:02:52] Why Longstanding Employees Resist Change
[00:03:36] Leading Change with Clarity and Purpose
[00:05:29] Why Timing Matters When Improving Service
[00:06:58] Communicating Change and Gaining Buy-In
[00:12:32] Why Persistence Wins Over Resistance