Enter Stage Left: Phone Sales Man
Intended Mission: Replace Phone System
Unintended Consequence: Eliminate Receptionist
Phone Salesman: “Is the boss in today, I want to show him some great new phone systems”
Receptionist says: “No, he’s out. He’s always out.”
Reality–which the receptionist got: These phone systems no longer need people like me to answer the phone. And besides, let’s see a phone system put out delicious candy.
How often do we set out to do something noble and fail to realize the unintended consequence? The phone sales man above has a great product, I’ve seen them. It might be the best move for the company. But the change it brings is unwelcome from some, definitely the persons job it replaces. Yet, here is the champion for a new, more efficient way, being shot down by the person who fears change the most.
I used to work for a major automated data processing company (you can figure it out). My job, to implement new clients and existing clients on newly sold platforms. What they never told me was that when I was done, only 1 or 2 people were needed to run the software. The 13 or 14 person team they had was being replaced. The recurring monthly cost of the product was offset by the lower cost of benefits and compensation. I figured it out.
As an agent for change, it is better to understand the impact before you champion it. It sure is a lot easier to sell it.
