It’s amazing to see in action. And until you do, you don’t really believe it can actually happen.
Let’s say you’ve built some awesome new functionality in Salesforce. It performs a whole series of actions in a series of clicks, displays the results in an inline dashboard, and fits all the customer’s requirements.
You launch it with pride, expecting everyone will start using it immediately and forever.
But they don’t. Or they use it for the first couple of days and then revert to their old methods. And you’re left asking yourself, “why did this happen?”
As I’m sure you know, people generally don’t like change. They really don’t. To the point that they sometimes prefer their comfort with something that’s old and busted over something that is new and hot.
So before building the new hotness, ask your client whether they will actually use it or not. Ask them why they would and would not. Getting their buy-in is an important step of change management, and elevates you above an average Salesforce consultant.
The takeaway
The saying goes, “you can lead a horse to water, but you cannot make it drink”. The trick is to not just lead the horse, but to convince the horse they want the water before you reach it.