You can’t make an omelette without breaking a few eggs. This is a phrase I often use with my clients. I am in the game of helping organizations improve the Customer Experience. What we know today is most Customer Experiences are poor or at best, average. This means that the organization has to change but often I have visited clients and they seem reluctant to make changes. I impress upon them that ‘if you always do what you have always done, you will always get what you always got’. In other words carry on doing the same old things and you’ll get the same old results. Thus any change is difficult.
One of the ways I measure if the organization is making progress is how many arguments they have. I tell the people running the projects they have to be disruptive. If they aren’t disruptive they are not doing their job properly. Let me be clear, being disruptive does not mean aggressive, it needs to be done with the right intention, at the right time, but one thing is for certain if you are not disruptive you will not make progress.
This is what the great Steve Jobs said about this:
“Here’s to the crazy ones, the misfits, the rebels, the troublemakers, the round pegs in the square holes… the ones who see things differently — they’re not fond of rules… You can quote them, disagree with them, glorify or vilify them, but the only thing you can’t do is ignore them because they change things… they push the human race forward, and while some may see them as the crazy ones, we see genius, because the ones who are crazy enough to think that they can change the world, are the ones who do.”
All too often I see people making excuses of why they can’t do things. This is an image by MP Bumsted, Biocultural Science & Management:
I am sure, like me, you have heard many of these, many times.
If you are not being disruptive you are not making progress! Have a disruptive day!
|Colin Shaw is founder & CEO of Beyond Philosophy, one of the world’s first organizations devoted to customer experience. Colin is an international author of four best-selling books & recognized Business Influencer by LinkedIn. Beyond Philosophy provide consulting, specialised research & training from our Global Headquarters in Tampa, Florida, USA.
Follow Colin Shaw on Twitter: @ColinShaw_CX