Dealing with change in transport industry

We all know that change is inevitable but that doesn’t mean it’s comfortable, or that it isn’t keeping many transport operators and managers awake at night. So how can you deal with unexpected or unplanned change, and how you can respond and thrive in the face of it?

Firstly let’s acknowledge the scale of change in our businesses in 2020 has been staggering;

• many new and evolving rules and regulations (some daily)
• new ways of working, e.g. contact tracing, hygiene rules, contactless deliveries
• disrupted goods supply lines and ports
• adapting to office teams working from home
• changes in customer demands, e.g. increase and decrease in supply/demand
• government support – which comes with inevitable paperwork and admin

All of this on top of change in our personal lives; 

• disrupted social and family situations,
• social distancing and a lack of sport
• reduced opportunities to travel / holiday away from home
• kids home schooling

Through the Traction Programme, we have worked with 6500 operators and staff on building a great culture and managing change. Below are some of our top tips of where to start when faced with unexpected change:

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Firstly don’t panic – you are not alone

No-one has faced a global pandemic of this scale or type before, and so there is no rulebook to follow. There are a number of people you can turn to help you understand the changes, or to consider the impact of them, for example;

• your business advisers (banker, lawyer, accountant), 
• your local chamber of commerce or business association, 
• national or sector associations, 
• friends and family, or
• someone else in business or working in transport. 

We’ve found that lots of transport operators are keen to help each other out, share ideas, or even just listen with sympathy (especially if they’re in a different sector or part of the country). It is very normal for you, or your team, to feel angry, confused, afraid, denial, and/or depression – before feeling ready to accept a change, and make a plan to deal with it. Sometimes we get stuck in one of those feelings, or go back that way, but moving forward requires listening, getting information and having the right attitude to dealing with it.

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Make a plan

The more you understand the change you’re facing, the better the chance you’ll have of managing it well. Try asking questions, thinking about all the options you have, and considering who this change impacts, and how it impacts them. As transport is a fast moving operational world, many business owners just end up spending their days reacting to events, but 2020 is the time to prioritise:

1. Think of what might come – try to imagine different scenarios (worst case vs best case)
2. Make time in your day to plan ahead
3. Try using a structure to make sure you consider all angles (a common tool is SWOT = internal business Strengths and Weaknesses, and external market Opportunities and Threats)

Thinking about your options and having an outline of a plan, even when things change unexpectedly, will help you feel a bit more in control and prepared.

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Work with your staff

You are all in the business as a team, and whilst leaders are ultimately responsible, really success depends on everyone working together. As a leader, keep your team involved and informed as this will keep them on track, and feeling confident to help and problem solve. Take time to listen to your customers and your team as often this helps you anticipate future change or opportunity.

For example a customer of ours recently lost his main large contract due to Covid; it was his team being keen to help him look for new customers and work that stopped his business going under. We’ve seen examples of this where the team suggests changes in freight task, new ways of working to be more productive, or opportunities to pivot the way they use their gear for new work.

Another example of this is delegating to play to your strengths and that of your team.  Got someone that loves admin? Get them to monitor changes in regulations and rules and advise you. Another team member who likes to analyse? Why not get them to look around at market conditions and give you ideas about new business opportunities. 

Unexpected change can often feel overwhelming and take us out of our comfort zone. As much as many of us dislike those feelings, we need to accept that the world and many of our businesses are unlikely to look the same in the months to come.

By using the people and resources around us, planning ahead and developing our business and communication skills, we can find new opportunities and come out of this challenging operational time a safer and stronger industry.

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Kelly McLuckie is a new monthly columnist for Autotalk. Through her work on the TractionProgramme she helps operators big and small to improve safety culture, manage change and build high performing Transport and Logistics businesses. In partnership for 10+ years with the NZI Fleet Risk Management team, and now part of Australia’s specialist transport and logistics insurer, NTI – she brings a depth of industry knowledge and a drive for practical solutions.

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First published on www.transporttalk.co.nz.