Coincidentally, shortly after posting my last item, on the problem of leading the change to an embedded service model, I read an excerpt of the new book by Chip and Dan Heath, “Switch: How to Change When Change Is Hard.” (See Fast Company, Feb. 2010, p. 62). The Heaths’ big idea: find a bright spot and clone it. Small actions can have major impact.
I think that’s great advice and it’s applicable to implementing the embedded service model. Don’t try to change everything all at once. Don’t expect all reference staff and all customers to buy into the model. If you can find, or create, one “bright spot” of embedded service in your organization, understand why it works, then you can leverage it, get others to follow, and create more successful embedded relationships.
I’m looking forward to reading the book.