“We’ve always done it that way.”

This phrase (“WADITW”) is a primary enemy of change and innovation. It’s why many companies and leaders are stuck in the past, unable to move forward and improve the customer experience.

A crucial aspect of “we’ve always done it that way” is that it reflects a lack of imagination. It’s an admission that we’re not willing to change, even when it’s clear that change is needed.

Change is difficult because of several reasons — here are three primary factors:

1. It’s easy to get stuck in the past. We feel comfortable with the results we’re currently achieving, so why rock the boat?
2. Change can be scary. We’re hesitant to take risks because we cannot be confident about the future.
3. Change requires effort. It’s often easier to stay the course and keep doing things the way we’ve always done them.

The bottom line: change is hard. But it’s necessary if we want to improve the customer experience. You should first recognize that “we’ve always done it that way” is a disease we must cure. Only then can we start making the changes needed to create a better future for our customers and businesses.

To move past “WADITW,” we must be willing to commit to change.

We need to be open to new ways of doing things. And most importantly, we need to develop our imagination to see the possibilities that change can bring.

The good news is that change is possible.

• It starts with a willingness to let go of the past and embrace the future.
• It requires imagination and creativity.
• And it takes courage to face the discomfort that comes with change.

So, if you’re ready to make a change, ask yourself these three questions:

1. What needs to change?
2. What can we do differently?
3. How can we make this change happen?

Answering these questions will help you move beyond WADITW and into a brighter future for your company and customers.

Next, solve your WADITW problem by taking these three steps:

The first step is recognizing that the status quo is never good enough. We must constantly look for ways to improve, even if that means breaking from the past. Only then can we hope to deliver the Ultimate Customer Experience® that our customers deserve.

The next step is to be proactive. We can’t just sit around and hope that change will happen. This means challenging the way things have always been done and finding new and better ways to do them. It might be uncomfortable initially, but it’s essential if we want to move forward.

The third step is to constantly evaluate our performance. Are we stuck in our ways? Are we still doing things the same way, even though it’s no longer working? It’s essential to be honest with ourselves and always look for ways to improve. Otherwise, we’ll never change, and we’ll never be able to deliver the customer experience they deserve.

The good news is that plenty of examples of companies have overcome the disease of WADITW. They’ve been able to change and innovate, and as a result, they’re delivering a much better customer experience.

We can change — and we can deliver an Ultimate Customer Experience. It starts with recognizing the need for change, then taking action to make it happen. “We’ve always done it that way” is a disease that is holding us back. But it doesn’t have to be this way. Make this day into the day that you create distinction.