When you’re running full speed ahead with a great idea, be sure to look back over your shoulder to see who’s with you.
A Great Idea
My staff team had a great idea. They were buzzing with excitement. We needed some fun recognition to inspire call center reps to provide great customer service.
“Let’s give the reps a lanyard like in Disney world. You know the kind where you collect pins. The employees can use the lanyard to carry their ID and access badge, and then they can earn pins each time they do something extraordinary. We can have a contest to design the pins.”
The presenter (a big Disney fan) could hardly contain her excitement about their great idea. After all reps love contests, and this one had bling. What a great way to reinforce our new priorities. We needed to act fast, so lanyards were ordered and pins designed. There were about 9000 folks to buy for. Anything x 9000 is not cheap. But it would be worth it.
The staff team held a conference call to roll out the plan. Boxes of lanyards and pins shipped to call centers across the country. Game on.
Fast forward 3 months later, I’m on a tour of the call centers, not a lanyard in site. “Oh, I think we have them somewhere.” That somewhere was most often in a storage closet underneath the Halloween decorations. What went wrong?
5 Reasons Your Great Idea Isn’t Working
- Lack Of Field Testing – “I’m from staff, I’m here to help” is a phrase that makes field leaders cringe. I’m allowed to say that since I’ve spent much time on both sides of that imaginary line. Always get the folks who you’re trying to help to kick the tires early in the game. A small pilot goes a long way. Test the concept, but also the logistics. In this case the lanyards didn’t fit with every centers badge. Programs developed in a vacuum suck the potential out of potentially great ideas.
- They’ve Seen This Movie before – Your new idea may feel like old news to veterans in the field. Check for scar tissue and past experiences. Ask what’s worked well (and not so well) with similar programs in the past. Talk about what’s different this time. Whatever you do don’t say: “this is not just another flavor of the month”. If you have to say that, it probably is. Reconsider.
- It’s Lost In The Sauce – Know what other priorities and programs are competing for attention. Support programs work best when they’re supportive of the priorities at hand (shocking, I know). If your idea feels like one more thing do on top of an already stressful job, it’s not going to get attention.
- Lack Of Leadership Support – If your middle managers and front-line leaders are not passionate about your idea, I’d bet my paycheck it won’t work. A great idea without excellent execution is useless. Be sure the folks you need to make your great idea happen are overwhelmed by the value. It may take a minute to get there go slow to go fast.
- Lack Of Clarity – Most plans feel straightforward when you’re sitting around a conference table at headquarters. Remember it’s 100 times noisier where that idea is headed. Be sure everyone knows what you expect them to do and vet all questions. Sure leave room for creativity, but leave nothing to chance. Explain what needs to be done 3 times, 3 different ways, and then check for understanding.