Change Requires A Change Of Heart.

End of the year I evaluate and calibrate company goals. “Do employees love working here?” “Did we grow this year?” “How will we evolve next year?”

Whether you’re a vast business or a team of two…evolving is critical for growth, and growth is critical for vitality. To evolve, you must be ever improving your culture.

I believe our employees initially strive to realign their behavior with our ever-shifting strategies. At least for a few months.

However, renewed zeal quickly wanes, and it is back to the same old work patterns and same old culture. Why? In my experience, we change the organization’s goals, but we fail to change the hearts of those responsible for those goals.

Let’s look at a couple of holiday villains that underwent significant culture change and why.

Ebenezer Scrooge changes out of shame and fear. Compare that to The Grinch that changes emotionally out of love and empathy. If I were a betting man, Scrooge will quickly turn back into Scrooge. However, TheGrinch had a literal change of heart.

A change of heart is the only way to sustain real culture change. Without that, you will find yourself muttering, “culture change? BAH HUMBUG! Cratchit your working Christmas Eve.”

Leaders change hearts and culture with sustainedaction motivated by love.

#artcoombs #author #writer #publicspeaker#business #humanconnection #leadership#leadnotmanage #ceomindset #leader #businesstip#2019goals #changeofheart #bobcratchit #bahhumbug #thegrinch #ebenezerscrooge #makeplans #evaluate #2019

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During the past twenty-five years, Art has worked in leadership positions with a number of global firms and their call/BPO centers worldwide. Currently president and CEO of KomBea Corporation, Art has served for more than a dozen years developing and marketing tools that blend human intelligence and automation to improve call center phone interactions.
Art has also served as executive vice president of business development and strategic initiatives for First-Source; CEO and founder of Echopass Corporation (the world’s premier contact center hosting environment, which was acquired by Genesys for about $110 million); CEO of Sento Corporation; and managing director and VP of European business development for Sykes Enterprises.
Art is a widely-published author of methodologies for BPO/contact centers, outsourcing, customer service, and technical support, and has served in leadership positions at Hewlett-Packard, VLSI Research, and RasterOps.

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