The Change Agent Blog:

Tips for Managing Your Customers Through Change

My youngest son Drew and I have finished all of his college visits and he’s made his final selection. Drew has struggled with the immensity of deciding what he wants to do with his life. Regardless of the fact that we told him that many people change their mind about their career a multitude of times, it was important to him to figure it out before college (and it definitely impacted his college selection – see the end of the blog if you want to know what he decided).

It’s been a great opportunity for me to watch the process of change with him over these last couple of months. To help solidify his decision, I suggested he take the Keirsey Career Temperament instrument ( on-line for $19.95. It provides a detailed description of a person’s temperament (i.e. personality) and the likely careers this person would enjoy. It also included links to the job descriptions which included detailed description including job outlook. A great tool for the undecided student (or adult in transition)!

I learned that transitions and change is difficult for the young and old alike. During this same time, my husband Jim’s dad transitioned into an assisted living facility at the age of 93. We experienced first-hand the importance of clear communication as a “customer” with the colleges we visited as well as the nursing home. There is far too much assuming the customer knows about the changes that will impact them. So it is fitting that my tips are on how to manage your customers through change.

Today’s tips are from my 93 Tips for Managing Change booklet:

  • Obtain customer feedback on the change(s). Consider conducting focus groups or surveys of customers to gain their input on potential changes. Invite your key customers to be part of the change process. Ask your customers, “How can we better serve your needs as our customer?” If you ask for feedback, listen and be willing to consider the customer’s input.
  • Help your customers understand the “why” behind the changes that impact them. Customers want to know, “What’s in it for me?” Share the benefits to the customer as to why you are making the changes. Capture the heart of your customer by being clear as to how your changes benefit them and you can win their loyalty.
  • Coordinate and collaborate with other department within your company. Be wary of overlaps and the potential competition that may develop between departments due to the organizational changes. It is very frustrating when two or more different departments all call the customer. The customer very quickly concludes that you really don’t know what you are doing.

Essential Oil Recommendation: Valor

Valor-oil Valor is called “chiropractor in a bottle’. It contains spruce, rosewood, blue tansy and frankincense. A powerful combination, when blended together, it balances the electrical energies in the body. This is an oil I apply each day. It is excellent for back or joint pain/injury – my mom uses it each night because she has such joint pain in her knees that it would wake her up each night. It’s also useful for TMJ, sciatica, anxiety, sleep apnea, stiff neck, or spinal adjustment. My brother has a snoring issue which has been remedied with valor oil used each night.

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The Rest of Drew’s Story…


Drew was accepted into the Chemical Engineering program at the 3 colleges where he applied: The Ohio State University, University of Dayton, and University of Cincinnati. He received scholarships at all 3 schools. After an overnight engineering visit to Dayton which was his #1 choice, he took his hosts’ advice and took one last visit to OSU’s Food OSU sign.jpgEngineering department. His Keirsey Assessment indicated his personality would do best in an engineering or scientist job. He did a lot of thinking (very typical) and on-line research and has decided to major in Food Science and Technology at OSU. Because of his 39 Post Secondary Education Option college credits from Columbus State Community College, he plans to finish his B.S. in Food Science in 3 years and then go on immediately to earn his M.S. in Food Chemistry. So, he’ll graduate at the same time as his engineering counterparts. He hopes to get a research and development scientist position in the food industry.

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