"Front line employees are the catalysts for change with just about any organization and I make a point to seek their feedback during the implementation of change processes. Last year, I was working with a large regional retailer that was rolling out new branding and customer service processes. In the weeks following the rollout of the changes, I spend a few days on the road visiting stores and talking to customer service associates. I ensured that the conversations were confidential and frank, making sure that employees knew that any feedback was good feedback. With some of the things I learned, we were able to put forth a couple of important post-implementation change activities. If hired for this position, this would be an important follow-up step with any client that I work with."
