We as a field service software company see the 2% pop up a lot. It comes out at different times, from different people. And at times, the 2% can be a worry for our customers.
So what is the 2%? It’s what’s keeping you from fully accepting your new system. This gets confusing so here is an example:
You just bought a new house. This house is 98% ideal. The 2% that is holding it back from being perfect is the fact that the light switches are slightly lower than they were in your old house. You miss the way the old house had light switches at the perfect level. This little 2% is what holds you back from fully embracing a new home.
We have seen this time and time again when it comes to our customers and their employees switching to our new system. We do almost everything to 98% the way they want and need, but the 2% is what is different from how they are used to doing something. It is the same thing with the house. Just because at first the 2% doesn’t feel quite comfortable, doesn’t mean you can’t eventually grow to use it and like it. Would you give up a great house when it met most of your needs? Of course not! Don't let the 2% derail your implementation success. Just like you wouldn’t buy a whole software system without the benefits outweighing the uncertainties or doubts.
You chose it for the 98% of the benefits and comfort you found there. So while you may not ever get to a full 100%, don’t let that 2% deter your mission for something better. Focus on the pain that brought you to embrace change, be it scheduling, lost work orders, or contact relationship management.