Speed Over Strategy: The Pitfalls of Rushed Decisions and the Value of Patience…

Reflect on John’s experience and consider how a measured approach might benefit your organisation.

Reach out to me today to evaluate how you handle critical decisions and 'delays'. Together, we can develop strategies that balance the need for timely action with the wisdom of patience, ensuring your decisions lead to lasting success.

The Story:

John lay awake, unable to sleep despite his weary eyes and restless legs. His mind was a whirlwind of thoughts about the new system’s implementation and its impact on the company. As the CEO of Tech Solutions Ltd, John knew that his decisions carried significant weight, affecting not just the bottom line, but also the well-being of his entire team.

John had always been a decisive leader, a trait that had served him well in many situations. However, in the fast-paced world of business, where changes happen at lightning speed, his impatience was beginning to impact the company’s foundation. The recent implementation of a new system was a prime example.

The Problem:

Tech Solutions Ltd had been working with an outdated system that was not meeting the demands of a growing company. It was slow and often crashing, causing frustration and inefficiencies. After much deliberation and consultation with the IT department, John decided to replace the system entirely. The new solution promised to streamline operations, improve productivity, and enhance overall performance.

The implementation process was complex and required a phased approach to ensure a smooth transition. The IT team advised John that it would take at least six months to fully integrate the new system and work out any bugs. This timeline did not sit well with John, who wanted immediate results. He believed that the longer the old system remained in place, the more the company would suffer.

The Decision:

Despite the IT team's recommendations, John pushed for an accelerated implementation schedule. He reasoned that a quick switch would minimise downtime and force the team to adapt more rapidly. The first phase of the rollout began within a month, covering critical operations.

Initially, the new system showed promise, with faster processing speeds and a more intuitive interface. However, as more departments were onboarded, issues began to emerge. Some teams struggled with the new interface, and several critical bugs that had not been identified during the rushed testing phase caused significant disruptions.

By the third month, the problems had escalated. Customer service teams reported increased complaints due to delays and errors in order processing. The finance department faced discrepancies in the accounts, and the sales team was unable to access crucial data, leading to missed opportunities. The team’s morale was heavily affected as they felt overwhelmed and unsupported.

The Impulsive Reaction:

Frustrated by the mounting issues and under pressure from the board, John decided to abandon the new system and revert to the old one. He saw the initial failures as evidence that the new solution was fundamentally flawed. Without waiting for the IT team to address the bugs or provide additional training for employees, John made the call to scrap the new system entirely.

The reversal was chaotic. The old system, already unstable, could not handle the abrupt input of data from the new system. This led to further downtime and data loss. Employees, who had just begun to adapt to the new system, were now forced to readjust back to the old one, leading to confusion and frustration.

Reflection and Consequences:

With hindsight, it became clear that John’s impatience had cost the company dearly. The financial losses from the disrupted operations were significant, and the damage to employee engagement was profound. Many talented team members left the company, seeking more stable environments where their efforts would be valued and their well-being considered.

John realised that his haste and unwillingness to wait for the full implementation had been a critical error. The new system had the potential to deliver the promised benefits, but it required time, patience, and a commitment to support the transition process.

The Lessons:

John’s story offers valuable lessons for leaders facing similar situations:

1. Patience is a Virtue: Significant changes, especially those involving complex systems, require time. Rushing the process can lead to incomplete implementations and unforeseen problems.
   
   
2. Trust the Experts: Listen to the advice of those with technical expertise. The IT team’s phased approach was designed to mitigate risks and ensure a smooth transition.
   
   
3. Support Your Team: Change is challenging, and employees need adequate training and support to adapt. Abrupt shifts can lead to confusion, errors, and decreased morale.
   
   
4. Evaluate Thoroughly: Before making drastic decisions, thoroughly evaluate the situation. Ensure that all possible solutions and adjustments have been considered.
   
   
5. Communicate Transparently: Keep open lines of communication with your team. Transparent communication can help manage expectations and reduce anxiety during transitions.

The New Story:

A year later, John approached a similar challenge with a renewed perspective. The company needed to adopt a new CRM system to better manage customer relationships and data. This time, John recalled the lessons from the past.

He decided to rely on what his coach called FAIR PROCESS LEADERSHIP, forcing him to:

• Stay with the problem: Engage the team and all stakeholders.
• Continuously explore and debate: Engage with experts, both systems and users.
• Decide and explain: Ask more than tell to ensure decisions are fair and understood.
• Ensure execution to its fullest: Learn, evaluate, and celebrate.

He worked closely with the IT team to develop a detailed implementation plan, including extensive testing phases and comprehensive training programmes for all employees. He communicated openly with the entire organisation, explaining the reasons for the change and the expected benefits, while also acknowledging the challenges they might face.

All the stakeholders were involved and the system was equally standardised and customised to ensure efficiency and accuracy. Every month he held a town hall where together the teams celebrated small wins, debated on the experience, and agreed on next steps. He implemented another tip from his coach, the SOS™:

• S: Successes
• O: Obstacles
• S: Suggestions



Every team member prepared their SOS for every town hall, allowing John to really open up the dialogue and learn from his teams. The implementation was still challenging, but with a measured, patient approach, the company navigated the transition smoothly. IT proudly shared monthly execution reports knowing John would appreciate learning about progress and challenges without unproductive pressure. Employees felt supported and informed, and the new CRM system eventually delivered the promised improvements, enhancing productivity and customer satisfaction.

John’s story underscores the importance of patience and strategic delay in leadership. By embracing these principles, leaders can make more informed decisions, support their teams effectively, and achieve sustainable, long-term success.

Call to Action:

Reach out to me today to evaluate how you handle critical decisions and 'delays'. Together, we can develop strategies that balance the need for timely action with the wisdom of patience, ensuring your decisions lead to lasting success.