Mat Roosa, LCSW-R
• Use a simple aim statement recipe: "Increase A from B to C by Date D." Almost any change project aim can be plugged into this formula to add clarity.1. Fix simple technology glitches that reduce access. Any easy fix? Update a long or obsolete voicemail menu.2. Create a welcoming environment. A fresh coat of paint on the walls and a new lamp are inexpensive improvements that can go a long way in enhancing the customer experience.3. Engagement scripts. Follow the lead of many customer service efforts in retail environments: train staff to use key language and phrases to connect with clients and increase continuation in care.
• Use existing meetings Sometimes a change team meeting can be tacked on to the front or the back of a standing staff meeting to ensure attendance and efficient use of time.• Keep change team meetings short A brief and frequent approach to meetings can foster attendance, as members feel a stronger return on their time investment.• Executive sponsorship Leaders can be critical in setting expectations for the change team related to regular meetings and project status updates.