Roll Out a New Booking Policy
Apply ADKAR to sequence communication for a booking policy change.
Policy pressure Waitlists doubled in four weeks. Members are angry when spots go unused, but the current 30-minute cancellation window lets no-shows linger until the last minute. If you lead with the new fee, members hear punishment. If you lead with access and fairness, they can see the reason. ADKAR sequence Awareness -> Desire -> Knowledge -> Ability -> Reinforcement The policy has to move one person at a time: member, desk associate, and teacher. Each stage answers a different adoption question. Rule blast Fast announcement, high resistance. The change feels like a service improvement, not a surprise penalty. Do…
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