Just like the mice (Sniff and Scurry) and little humans (Hem and Haw) discovered in the best-selling book ‘Who Moved My Cheese?’*, businesses must react to change.
If you are complacent, like Hem and Haw, a change like Covid-19 will stun you. If you are like Sniff and Scurry, always expecting change, you will fare better.
The book’s lessons translate into staying relevant to your customers and creating sustainable value for your business.
If you haven’t guessed: the ‘cheese’ is your business’ most valuable customers and Covid-19 just ‘moved your cheese’.
Change happens
“They keep moving the cheese.”
Your most valuable customers change. As their worries, problems and dreams change, what they need from you changes. How you respond determines your relevance to them and how you create sustainable value.
Expect change
“Get ready for the cheese to move.”
By always staying relevant to your customers, you’ll respond to change faster and find new valuable customers.
Monitor change
“Smell the cheese often so you know when it is getting old.”
Not literally! Interact with your customers to get fresh insights into their worries, problems and dreams. Don’t assume that you know what they think, it’s probably wrong! Use a key metrics dashboard so that you can sense and respond.
Adapt to change
“The quicker you let go of old cheese, the sooner you can enjoy new cheese.”
When you sense a risk, respond with positive action to keep your most valuable customers. Engage and motivate your team to take action.
Change
“Move with the cheese.”
Stay relevant to your most valuable customers. Covid-19 has changed how they now want to buy and get service from you. Keep moving with them and create sustainable value.
Enjoy change!
“Savour the adventure and enjoy the taste of new cheese!”
Staying relevant to your most valuable customers, and discovering new ones, is the only way to continue creating sustainable value.
Be ready to change and enjoy it again
“They keep moving the cheese.”
Expect change, learn from your actions, decide faster and be agile (like a mouse).
To all cheese lovers
If you want to be more like Sniff and Scurry than Hem and Haw, we can help. Contact me for a confidential discussion concerning how we can help you. For more information about us please click here.
*‘Who Moved My Cheese? An Amazing Way to Deal with Change in Your Work and in Your Life’, by Dr Spencer Johnson