“Fingerprints,” he told me “The people on the team need to get their fingerprints on it.” Hearing these words, I knew they had achieved the change.
This conversation took place six years after Ace (not their real name) launched an effort to move from transactional to relationship based sales. The change would begin from the inside out. Before employees care about customers, managers would need to care about employees. Employees would care about each other and their managers. They would role model and practice inside the company first. Then, sales reps would get to know and care about their customers – what drives them, what does success look like, where are they at risk, how is life at home? Then, “Here’s how I can help.”
The command and control culture at Ace would also have to change. To serve their customers better, sales people and their peers inside the company would be empowered and trusted. To communicate paragraphs about what this meant in just a few words, I spoke about people needing to “get their fingerprints on it.” The words fell out as I listened for the essence of what needed to happen at Ace.
This phrase is now part of their every day language and an indication that they are home, not home free, but home.
What’s your word or two about the change you seek to create?