Human beings inherently dislike change, it scares us because we don't know the full implications of what the change means, and we worry that something might happen that we haven't considered. Therefore, when Rick was faced with a decision of change or no change and fight, the thought of change was so worrying he chose to fight rather than embrace the change that is now forced upon them anyway. He need priming with the idea to leave, so he could mentally prepare and consider the implications.
When you're dealing with customers that have been used to a certain way of doing things for a long time, you can't expect them to instantly embrace whatever changes you are planning right away, you need to give them advance notice of what is to change, and implement changes gradually so they continue to feel in control of the service. If possible you can give them a road map of the changes, so they can feel comfortable that they know what is to come.
The same goes for your staff, you're certain to encounter resistance when trying to change systems and ways of doing things which your staff might have grown accustomed to doing for years. On top of their usual stressful workload, they don't want the stress of not knowing if a whole host of extra stressful things could go wrong.
If you're concerned about how to go about implementing change at your business, then drop us a line and we can arrange a chat to discuss your options.
Thanks for reading, I'm Thomas Szczepanski, Master Accountant