Woodrow Wilson said that if you want to make enemies, try changing something. Confucius believed paradoxically that only the wisest and stupidest of men never change, but also that “they must often change, who would be constant in happiness or wisdom.”

I subscribe to another take: Change is hard work. Breaking habits and patterns of thinking, fully embracing change in any aspect of life is more difficult than it sounds. It’s something that requires deliberate action and a firm commitment. It’s about trusting yourself and understanding the difference between change, and change for the better. Hindsight always makes this mental moshing look easy, but while in the midst of it, those charged with change often experience a mixture of excitement, bewilderment, and anxiety.

I know I did when we set out to revamp claimsmag.com last August. I better understood something a claim executive once told me in regards to claim adjusters and their reactions to the rollout of new process management applications: “They don’t like it at first, but when they realize it helps them do their jobs better and makes their lives easier, they come around.” That observation stuck with me throughout our planning and implementation process.

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