The best initiative only adds value if it is embraced by the masses . . . or at least not violently rejected by the front line!

The fear of change is inherent. Humans feel safer and more stable when they know what to expect. Unfortunately, management can see further down the road and can recognize that "staying the course" isn't always the best option. In today's competitive environment continual change is a necessity. But how do you rally the troops once more?

Step 1. Be honest and straight forward.

By being upfront and candid, technicians and management alike are more willing to embrace the change. When we implement a solution, we ask the management to be forthright with employees in the following areas:

• explaining the initiative
• explaining why this change is necessary
• explain why this particular solution was chosen

You don't have to approval from everyone, but taking this simple step goes a long way to gaining buy-in later.

In turn 3-POINT will:

• explain in detail how our solution works
• provide face-to-face training with management and technicians
• walk through meaningful examples (often an individual's scorecard or daily route)

Once an initiative isn't a secret and metrics aren't mysteriously spit out of a black box, the resistance is lessened.