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\nThe word dramatic is a great word. When you use it to describe changes you make to improve customer service, it has a positive meaning. <\/strong><\/p>\n It sounds like you\u2019re making big changes for the better. However, if you shorten the word to drama, it takes on an entirely different meaning\u2014one that\u2019s negative. Merriam-Webster\u2019s definition for how the word is used in this context is that it is \u201ca state, situation, or series of events involving interesting or intense conflict of forces.\u201d<\/p>\n So, make dramatic changes, but don\u2019t let them cause any drama. That drama could turn your dramatically positive experience into a traumatically bad experience.<\/p>\n What got me thinking about this was a recent conversation with Antony Brydon, the CEO and co-founder of Directly, a support automation company. We were talking about how sometimes a company will make a change that dramatically\u2014in a negative way\u2014impacts the customer. Specifically, he mentioned that as Artificial Intelligence (AI) started to take hold, as cool as it was for the company, it wasn\u2019t yet a great experience for the customer. Customers paid the price for companies trying out their new technology. Brydon mentioned the drama that it caused, which prompted my response and the title of this article: a dramatic change doesn\u2019t have to be a traumatic change.<\/p>\n So back to the idea that drama could turn the positive experience into a traumatically bad experience. That word traumatic can be a little concerning. Going back to the dictionary, Merriam-Webster\u2019s definition of the word traumatic is \u201cpsychologically or emotionally stressful in a way that can lead to serious mental and emotional problems.\u201d Ouch! A broader definition and one that is much softer is that it is something that causes distress or anxiety. Regardless of the definition, trauma is not something you want your customers to experience.<\/p>\n This is all about being customer focused. Whenever you make any kind of change to your product, process, price\u2014anything\u2014you must ask yourself, \u201cHow is this going to impact the customer?\u201d The answer may be positive or negative, but when you ask that question and get an honest response, you are at least aware of the benefits and pitfalls of the change. If a negative outcome is likely, one so severe that it could cause drama or even trauma, you may want to consider alternatives.<\/p>\n Change can be good. It is often needed to update systems and processes that are outdated or inefficient. This can lead to a better customer\u2014and employee\u2014experience overall. One thing is certain change is inevitable. Just remember, if you need to make a change that is dramatic, take steps to ensure that it won\u2019t end up being traumatic for your customers.<\/p>\n