Chapter 6. PREPARATION: Things Are Going to Change

“People are always telling me that change is good. But all that means is that something you didn’t want to happen has happened.”

—MEG RYAN

After weeks of rehearsals, you are prepared. Tomorrow is opening night, and you are anxiously excited. You are ready for your last technical rehearsal and everyone, except Ann, one of the customer service actors, is on stage. Soon you understand why. Ann hobbles into the theater—on crutches! She explains that she fell and broke her leg. With a cast up to her right knee, you quickly surmise the outcome. You look to Bob, who springs into action. “Wow, Ann, that’s awful,” he says. “I’m sorry that after all the weeks you spent preparing for this role you’re not going to be able to perform. You’re a great asset to our cast, and I know everyone will agree that the show isn’t going to be the same without you.” He looks around, spots Ann’s understudy, Liz, and says, “Liz, you know what this means. As soon as you can get dressed, we’ll begin our final rehearsal.” Bob assures Ann that she will be welcomed back as soon as her leg heals. You think back to your conversation with Bob on the first night of rehearsal, and you are proud of the way he has developed his directing skills to handle this problem.

Bob and the cast are experiencing an unforeseeable change. How quickly they are able to adjust to the change depends on how prepared they are for the unexpected. Because Bob was well prepared and developed Ann’s understudy, the cast will be less fearful about the outcome and more confident as they adjust to working with Liz. Can you imagine, though, how Bob would have reacted had he not prepared himself for change? What if he did not bother to have an understudy rehearse for each role? Ann’s broken leg surely would have blindsided him.

In life one thing is certain: change is inevitable. Whether it is at work, at home, or in social situations, your life is going to continually change. Change may happen expectedly with anticipation and hope or unexpectedly with shock and fear, but change will happen. Change may only take an instant to occur, but it takes time to adjust to it. It is a process involving a series of stages you must work through before you can move into a new comfort zone. The better prepared you are to deal with change, the better prepared you will be to move through this process with courage and confidence.

At work, change can blindside any organization. Change can quickly deteriorate customer service, productivity, and morale. As a customer service star, it is up to you to learn about the change process, so you can help yourself and others as changes occur.

Customer service stars become quick change artists when they understand the process and help others work through the phases; are able to keep their objectivity; maintain a positive attitude; find ways to stay accountable; and continue to give exceptional customer service while working through the change process. Learn to become a quick change artist at work, and you will be able to deal with any life event in a realistic, positive, and constructive manner.

“We all have big changes in our lives that are more or less a second chance.”

—HARRISON FORD