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After the most recent Firm of the Future Symposium, I have to digest what I’ve learned.  And I have to remind myself that learning doesn’t always lead to quick change.

How do we change?  We can learn a lot about how we change by noting how we DON’T change.  That is, we keep doing the same things we’ve always done because we stay comfortable.  Admit it – it is comfortable to keep doing the same things we’ve always done.  Staying comfortable holds back the wall of innovation waiting to break through and pour on our future profession.  Putting ourselves in a place of discomfort will:

1.  Prove that change does not hurt, and

2.  Prove that change is not quick.

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When Jason first told me he wanted to invite Ron Baker and Ed Kless to Greenville to teach Firm of the Future to THRIVEal members, I reacted in typical Jennifer-like fashion, which was to try and appear like the always supportive wife while actually turning over a hundred questions in my head. Will Ron and Ed even want to come? Will THRIVEal members want to come? How much will this cost? How much work is your great idea going to be for me? Jason started throwing out ideas like LIVE PODCAST and BIRTHDAY PARTY and SCOOTERS (that one didn’t happen). I was overwhelmed.

Now that the event is in the past, I am still overwhelmed. But this time it’s not because I am anxious. This time it’s because I am grateful. I am not a CPA, but I find myself so thankful that a bunch of CPAs let me tag along in their community. I feel honored that I got to learn from two of the greatest teachers in YOUR profession. I feel excited that I get a front row seat to watch THRIVEal members put their customers’ needs high on the priority list and throw off the old ways that often actually harm their customers.

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It’s time for dinner and I run by to get a pizza for the family. The place was busy and I had to wait a little longer than normal. I quickly found out why I was waiting.

I watched an employee that was confused about what she was supposed to do, while another young employee yelled at the Manager on duty to “cash me out!” I couldn’t understand why someone would yell at their Manager, but the Manager let her do it.  She obviously was trying to leave at a certain time, but was unable to because the Manager kept telling her to “finish the things on your list first.” Whether she did not know what she was supposed to be doing, or the Manager was not being clear about what she was supposed to be doing… the result was painful. I received late pizza and a terrible experience.

1.  What are you assuming your team knows and understands?

2.  What should you be telling your team that you are NOT telling them?

3.  How does your internal miscommunication affect your customer’s experience?

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