how to get your team to embrace change (not fight it)

As a small business owner or manager, you’re constantly juggling priorities whether its serving customers, managing people, or keeping the business running day to day.

So when it comes time to introduce something new like a system, automation, or even AI, it can feel really overwhelming.
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The hardest part is getting your team to embrace the change, rather than resist it.

If your team isn’t ready, even the best system or process in the world won’t deliver the results you want.

​That’s why successful change starts with your team, not the new system or process that you want to introduce.

Start by checking if your team is ready

​Before introducing anything new, take a moment to look around.
Are your team overwhelmed? Burnt out? Already managing a lot?
If the answer is yes, you might need to slow things down, start the conversation early and ask for input first.

Example - busy medical practice

Sarah runs a busy medical practice, and her reception team was clearly under pressure. They were juggling phone calls, appointment changes, and patient walk-ins. The front desk was constantly behind, and stress levels were rising.
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Instead of jumping straight to a solution, Sarah took a different approach. She brought the team together and asked, “What’s making things harder than they need to be right now? What would make the day run more smoothly?”

The team opened up about how much time they were spending on calls and how often people forgot appointments. One of them said, “I wonder if an online booking system would help take some of that off our plate.”
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Because the idea came from the team, not top-down, they were much more open to exploring it. They felt part of the solution from the start.

Understand why people resist change

​People often resist change because it makes them feel uncertain and out of control.
When implementing something new you may get the following responses from your team.
 
“What’s wrong with the way we’ve always done it?”
 “I’m not great with new tech.”
“This is going to make things harder, not easier.”

Underneath these comments is usually a fear of the unknown, fear of failure, or concern about job security.
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To move through that resistance, acknowledge it. Be honest, and above all, make sure your team knows that the change is there to support them, not replace them or make their jobs harder.

Example - new inventory system

​After announcing a new inventory system for the warehouse, Emma noticed one of her long-time team members, Dave, was unusually quiet. When she asked for feedback, he said, “I just don’t see why we need to mess with what already works.”

Instead of brushing it off, Emma acknowledged his concern:
“I get it, Dave. Change can feel like more work, especially when you know the current system inside out. I really value what you bring to the team, and I want to be clear, this isn’t about replacing anyone or scrapping what works. It’s about giving us tools to reduce mistakes and make your job a bit easier in the long run.”
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She followed up by offering to walk Dave through the system one-on-one and asked for his input during the trial phase. That small conversation helped shift his mindset from resistance to curiosity.

Talk about it early. And keep talking

​The earlier you start the conversation, the better.

That might sound like:
 “I’m looking at a tool to help us manage staff rosters because I think it could save time. I’d really like to hear your thoughts.”

Keep that conversation going. Be honest about what’s still being figured out. Let your team see that this is a work in progress, not a command from the top.

Involve your team in the process

​Even if the final decision is made, people appreciate having a say in how the change is introduced.

Example - small plumbing business

​James, who runs a small plumbing business, trialled a job scheduling app.

Instead of telling his tradies what to do, he asked:
“What’s the most frustrating part of your day? Would a system that shows jobs, addresses and notes in one place help?”

That question opened the door for more conversation and input.

​The team felt included, tested the app together, and gave honest feedback. The rollout was far smoother because they were part of it.

Help your team get comfortable with change

​Getting used to change means helping your team feel more comfortable with it.
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Getting comfortable with change means your team can adjust, stay ahead, and keep working during times of transition.

It's about having the tools, habits, and mindset to keep going when things change. If change is happening all the time, your team needs to get used to it.

This is called change fitness.

Here’s how:

• Make small changes regularly so they become part of business as usual.
• Recognise learning and effort, not just results.
• Share small wins “Since we started using the new tool, we’ve cut down the time spent chasing missed bookings by two hours last week. That’s thanks to you all learning it quickly and giving it a proper go. You’ve all put in a really great effort, and it’s already making a difference.”
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Over time, this helps your team adapt faster and with less stress.

Support your team when it gets hard

Change can be exciting, but also tiring, especially if your team is already under pressure.

This is where resilience comes in.

Resilience is the ability to adapt, recover, and keep going.
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Here’s how to support resilience in your team:

• Keep workloads realistic, don’t expect 100% productivity while people are learning.
• Pair team members so they can support each other through the learning curve.
• Let people know it’s okay to make mistakes while they are learning a new way of doing things.

Example - small bakery

​Melissa runs a small bakery.

She introduced an app to track ingredient stock, but her team was sceptical. She gave them time to try it, supported them as they learned, and reminded them “We’ll get it wrong before we get it right, and that’s what happens when you try something new.”
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By keeping things pressure-free, the team eventually embraced the new system.

Make training simple and ongoing

​No one wants to sit through a long-winded training session.
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Here's what you can do instead:

• Share short demos or screenshot guides
• Allow for practice time before the system goes live
• Give one new tip a day to avoid overwhelm

 
Most importantly, don’t stop the support after the first week. Keep asking:
 
“How’s it going?”
 “What’s working well?”
“Where are we getting stuck?”

Keep tracking progress

​Once the new system or process is in place, check in regularly. Is it being used properly? Is it delivering the benefits you hoped for? What needs to be improved?

Provide feedback to your team on the results:
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 “We’re now saving four hours a week in admin.”
“Since launching the new scheduling tool, we’ve had fewer mix-ups. Thank you for making it work.”

Quick recap: how to lead change smoothly

Here’s your quick guide for making change work in your business:

• Start having conversations and involving your team early.
• Talk about the “why”, provide the big picture.
• Involve your team in the rollout.
• Train in small, practical steps.
• Support people when it’s hard.
• Celebrate the wins along the way.

​Change in a small business isn’t just about tech, tools or new processes, it’s about people. It’s about helping your team feel informed, supported, and part of the journey.
 
Change can be messy. It takes time, and it doesn’t always go to plan. But having your team on board makes it so much more effective.

Need help rolling out change in your business?

​We work with small businesses to introduce new systems, processes, automation and AI tools in a way that works with your people. 

Contact us