Many people like cookies, and I am one of those people.
I like cookies even more when they have chocolate chips in them. Furthermore, my preference is for plain chocolate, but I like milk chocolate ones too.
One day a long time ago….
I was sitting at a screen writing this blog, thinking about coffee break later that day. I decided to go to my regular coffee shop and have one of their chocolate chip cookies with my coffee; I won’t worry about my waistline today!
This thought inspired me to write more, some reward later on, to motivate me. I was looking forward to my chocolate chip cookie.
Later that day.
I am at the coffee shop, a short queue, a last-minute wait. Never mind, I can see the cookies, not long now.
Even better, there is a new sign at the counter. It says, “Free Cookies for regular customers”. Great stuff!
I walk back to the office, sit at my desk, remove the lid and smell the coffee. It’s time to open the cookie bag. I take a bite.
Oh no. These are raisin cookies, not what I wanted at all. I wanted chocolate chips. These are no good. No way. What a disappointment.
It ruined the rest of my day. The disappointment drags. I cannot shake it off. My writing suffers.
Back to the present day.
What does this mean for change managers?
It’s about lots of things, but mostly about;
- The scope of the project, – defining a cookie.
- How to communicate, – better signage.
- How we manage expectations, – influencing stakeholders before delivery.
- How we manage variations to the deliverables, – clear alerts about product variations.
On the day described above, the client actually received a free cookie. He should have been delighted, but he wasn’t, it ruined his day.
This was because his preferences were unknown, he was not informed that there was a great deal available and he was anticipating something different.
Or was he just another awkward customer?
Have a great week.
About the Author: Adam Blackie is an occasional writer and a professional Interim Manager who leads information management teams through their change programmes. He works with organisations in the UK to change the way technology is used by staff and their customers.