They've been burned before. Now what?
READ TIME - 4 MINUTES
"Oh great, another transformation project," muttered Chris, not even trying to hide his eye roll. "Because the last one worked out so well..."
Maya, the new Change Manager, felt the temperature in the room drop ten degrees (and not in a good, air-conditioned way).
She glanced at her predecessor's handover notes: "Stakeholders were promised X, Y, and Z. None delivered."
Scanning the room, she counted four crossed arms, three sceptical eyebrows, and enough emotional scar tissue to fill a change management textbook.
When the Australian cricket team faced their trust crisis after 'Sandpapergate', they rebuilt their reputation step by step.
As we watch this summer's cricket season unfold, there are some powerful lessons we can apply to change management.
Here's how:
1. The "Clean Slate" Strategy
When the cricket scandal broke, the team's first move was complete transparency about what went wrong.
No sugar-coating, no spin - just honest acknowledgement of failures and mistakes.
How to apply this to your change program:
Openly acknowledge what went wrong last time
Share a clear "Lessons Learned" document
Create a simple timeline showing what happened vs what was promised
Be upfront about what you can and can't control this time
Show how you'll do things differently
Pro tip: Keep it focused on systems and processes, not people. This isn't about blame - it's about learning.
2. The "Change Program Pact"
The cricket team created their "Players' Pact" - a public commitment to new standards and values that would guide everything they did moving forward.
It became their north star for rebuilding trust.
How to apply this to your change program:
Create a one-page public commitment to new ways of working
Draft clear standards for stakeholder engagement
Set explicit communication promises (that you will keep religiously)
If possible, make your decision-making process transparent
Share this pact widely and refer to it often
Pro tip: Keep your promises small and achievable at first. Build trust through consistent delivery of minor commitments before making bigger ones.
3. Actions Over Words
The team knew that fronting the media and fancy speeches alone wouldn't cut it. Instead, they focused on visible changes: less sledging, more respectful behaviour, and consistent performance.
Every match became a chance to demonstrate their new approach.
How to apply this to your change program:
Start with visible, practical changes to how you operate
Show more respect for stakeholders' time (for example, more involvement, shorter meetings, clearer updates etc)
Demonstrate you're listening (ask questions, really listen, act on feedback quickly)
Change how the program celebrates progress (more inclusive, less hype)
Document and share every small win
Pro tip: Create a "You Said, We Did" board showing quick responses to stakeholder feedback.
Remember, just as the Aussie cricket team couldn't erase what happened, you can't change the past. But you can show everyone that this time really is different - one small, consistent action at a time.
The secret? It's not about making grand promises.
Like a test match, it's about showing up day after day, doing the small things right, and gradually rebuilding trust with your stakeholders through consistent performance.
Keep your eyes peeled because next Tuesday we’re covering "Overcoming 'Not Invented Here' Syndrome" - Don't miss it!
See you then,
Team EVER
PS: Someone pass this on to you?
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