Now that I’ve left lululemon, it’s interesting for me to notice what wisdom has followed me into this next adventure. Here are some lessons that have stuck with me and are particularly germane to change management:
1. People only complain because they care.
Think about it. It’s true. If you were apathetic or ambivalent about an outcome, would you bother to express dissatisfaction about a current situation or the impact a new set of behavioral expectations was likely to have on you?
So as managers of people in your organization, be grateful for that. Harness your team’s passion (even if expressed as grumbling) and involve them as critical stakeholders in whatever change you’re trying to bring about.