It is said that an important leadership quality is “seek first to understand then be understood.” Initially, it was difficult to accept the attitudes of the marketplace, especially the staff. Why was their reaction so negative and so strong, not supportive? What provoked this thinking and the negative beliefs? Unless we understand why, it was impossible for us to be understood how to move forward.
There was clearly a multitude of beliefs among the audience that needed to be transformed. Listening attentively provided many answers and clues to the obstacles. The situation analysis revealed a great deal. Both customers and staff lost interest, trust, and confidence. It was vital to change and transform these beliefs in order to regain trust and confidence. This applied both externally and internally.
I vividly remember one meeting with a prospect where I stated, “There is a new sheriff in town, please give him a chance.” It took a few meetings and even with some reluctance, he gave us a chance. With this, every effort was made to ensure that his next experience would be well above their expectations. Promise less but provide more was a motto that will always work and produce favorable results. When that guest left the park, he was convinced that there was good value and a new beginning for the Park. That was the beginning, and the rest as they say is history.
That same strategy was also applied to the staff. They felt left out, isolated, misunderstood, and unimportant, not knowing what was ahead. This uncertainty created many misconceptions. Rebuilding interest, trust, and confidence in the team was a vital goal. Successful leaders use terms like communication, and transparency to describe building trust and confidence with stakeholders. Developing the strategy to achieve this and proper execution was the top priority.
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