How to Get Past the “Messy Middle” of a Big Change | Mary Martin | TED

I snapped this photo of my daughter this I snapped this photo of my daughter this summer when we had the chance to hike summer when we had the chance to hike summer when we had the chance to hike together on our vacation in Colorado. together on our vacation in Colorado. together on our vacation in Colorado. I know you can't see her face, but I I know you can't see her face, but I I know you can't see her face, but I promise she's smiling. promise she's smiling. promise she's smiling. She is so glad she made it to the top of She is so glad she made it to the top of She is so glad she made it to the top of the mountain. the mountain. the mountain. But actually the photo op almost didn't But actually the photo op almost didn't But actually the photo op almost didn't happen. happen. happen. Because after starting out with Because after starting out with Because after starting out with incredible optimism and excitement and incredible optimism and excitement and incredible optimism and excitement and joining me on this hike, joining me on this hike, joining me on this hike, she quickly began to grow tired. Her she quickly began to grow tired. Her she quickly began to grow tired. Her 7-year-old legs after an hour of steep 7-year-old legs after an hour of steep 7-year-old legs after an hour of steep terrain terrain terrain had had all they could take and she was had had all they could take and she was had had all they could take and she was getting frustrated getting frustrated getting frustrated and teary-eyed and teary-eyed and teary-eyed and I realized I needed to shift from and I realized I needed to shift from and I realized I needed to shift from hiking companion to cheerleader. hiking companion to cheerleader. hiking companion to cheerleader. I know you can do it. I know you can do it. I know you can do it. I've actually been to the top of this I've actually been to the top of this I've actually been to the top of this mountain and we're almost there. mountain and we're almost there. mountain and we're almost there. Of course we can turn around if you need Of course we can turn around if you need Of course we can turn around if you need to, but I think you're going to be glad to, but I think you're going to be glad to, but I think you're going to be glad that you made it. that you made it. that you made it. She was really ready to give up, but She was really ready to give up, but She was really ready to give up, but then then then she scrambled up that last little ledge she scrambled up that last little ledge she scrambled up that last little ledge to the top to the top to the top and all of that frustration faded as she and all of that frustration faded as she and all of that frustration faded as she saw the view saw the view saw the view and took in the sunshine. She was so and took in the sunshine. She was so and took in the sunshine. She was so proud of herself.

proud of herself. proud of herself. Now, even if you've never been hiking, Now, even if you've never been hiking, Now, even if you've never been hiking, which I do encourage if you haven't, which I do encourage if you haven't, which I do encourage if you haven't, I imagine you can relate to this story. I imagine you can relate to this story. I imagine you can relate to this story. Because no matter whether you've started Because no matter whether you've started Because no matter whether you've started a business, made a big career switch, or a business, made a big career switch, or a business, made a big career switch, or just tried to take up tennis at the age just tried to take up tennis at the age just tried to take up tennis at the age of 40. Not that I know anything about of 40. Not that I know anything about of 40. Not that I know anything about that. that. that. We all have experienced what I call the We all have experienced what I call the We all have experienced what I call the messy middle. messy middle. messy middle. It's that moment when the pinnacle seems It's that moment when the pinnacle seems It's that moment when the pinnacle seems completely out of reach even though completely out of reach even though completely out of reach even though you've done everything right. you've done everything right. you've done everything right. As a senior leader in BCG's digital and As a senior leader in BCG's digital and As a senior leader in BCG's digital and AI practice, I've worked with dozens of AI practice, I've worked with dozens of AI practice, I've worked with dozens of business leaders as they've transformed business leaders as they've transformed business leaders as they've transformed their companies using new technologies. their companies using new technologies. their companies using new technologies. Almost [snorts] every one of these Almost [snorts] every one of these Almost [snorts] every one of these transformation journeys starts out in transformation journeys starts out in transformation journeys starts out in the same way. There's a lot of the same way. There's a lot of the same way. There's a lot of excitement, there's a lot of optimism excitement, there's a lot of optimism excitement, there's a lot of optimism because everyone knows this is the because everyone knows this is the because everyone knows this is the opportunity to do something new. opportunity to do something new. opportunity to do something new. But inevitably, they hit the messy But inevitably, they hit the messy But inevitably, they hit the messy middle.

middle. middle. Maybe results are slow to materialize. Maybe results are slow to materialize. Maybe results are slow to materialize. Maybe their teams start to lose Maybe their teams start to lose Maybe their teams start to lose confidence, or maybe the market changes. confidence, or maybe the market changes. confidence, or maybe the market changes. It's out of their control. It's out of their control. It's out of their control. And no matter what the context, And no matter what the context, And no matter what the context, just like my daughter, even very just like my daughter, even very just like my daughter, even very seasoned executives seasoned executives seasoned executives grow frustrated in this moment. grow frustrated in this moment. grow frustrated in this moment. And many of them actually want to call And many of them actually want to call And many of them actually want to call off the transformation. off the transformation. off the transformation. Well, as much as we want to avoid those Well, as much as we want to avoid those Well, as much as we want to avoid those messy middle moments, I would argue messy middle moments, I would argue messy middle moments, I would argue not only are they inevitable, not only are they inevitable, not only are they inevitable, they're a good thing. they're a good thing. they're a good thing. Why? Because messiness is a sign of bold Why? Because messiness is a sign of bold Why? Because messiness is a sign of bold ambition. ambition. ambition. Change absolutely is hard simply because Change absolutely is hard simply because Change absolutely is hard simply because it's hard. it's hard. it's hard. Transformation without a messy middle Transformation without a messy middle Transformation without a messy middle means you probably won't get the big means you probably won't get the big means you probably won't get the big results you were hoping for. results you were hoping for. results you were hoping for. And so, instead of being afraid of this And so, instead of being afraid of this And so, instead of being afraid of this moment, moment, moment, you should embrace it. you should embrace it. you should embrace it. It means you're on the right track.

It means you're on the right track. It means you're on the right track. Okay, obviously that doesn't make it Okay, obviously that doesn't make it Okay, obviously that doesn't make it easy. We need tools to weather the messy easy. We need tools to weather the messy easy. We need tools to weather the messy middle successfully. middle successfully. middle successfully. And my advice is to look for glimmers of And my advice is to look for glimmers of And my advice is to look for glimmers of progress, small indicators that you're progress, small indicators that you're progress, small indicators that you're on the right track, on the right track, on the right track, even when the summit is completely out even when the summit is completely out even when the summit is completely out of sight. of sight. of sight. The first place I look for these The first place I look for these The first place I look for these glimmers of progress is in results for glimmers of progress is in results for glimmers of progress is in results for the business. the business. the business. So, one of my clients is a fast-food So, one of my clients is a fast-food So, one of my clients is a fast-food chicken brand. chicken brand. chicken brand. And when we started working together, And when we started working together, And when we started working together, their operations were fairly slow. It their operations were fairly slow. It their operations were fairly slow. It took about 18 minutes to cook an order took about 18 minutes to cook an order took about 18 minutes to cook an order of chicken wings. of chicken wings. of chicken wings. And that was because they were cooking And that was because they were cooking And that was because they were cooking fresh chicken and not pre-cooked frozen fresh chicken and not pre-cooked frozen fresh chicken and not pre-cooked frozen chicken. So, I don't know if you've ever chicken. So, I don't know if you've ever chicken. So, I don't know if you've ever had chicken wings, but when they're had chicken wings, but when they're had chicken wings, but when they're freshly cooked, they are delicious. freshly cooked, they are delicious. freshly cooked, they are delicious. But customers were pretty unhappy But customers were pretty unhappy But customers were pretty unhappy because time was long. They didn't want because time was long. They didn't want because time was long. They didn't want to wait that long. to wait that long. to wait that long. We needed a way to speed things up We needed a way to speed things up We needed a way to speed things up without sacrificing quality. without sacrificing quality. without sacrificing quality. So, we designed an AI-powered So, we designed an AI-powered So, we designed an AI-powered forecasting tool that would predict how forecasting tool that would predict how forecasting tool that would predict how many customer orders were going to be many customer orders were going to be many customer orders were going to be placed placed placed and then would guide the employees in and then would guide the employees in and then would guide the employees in the store on how much chicken to the store on how much chicken to the store on how much chicken to prepare, so there was always fresh prepare, so there was always fresh prepare, so there was always fresh chicken chicken chicken when orders were placed.

when orders were placed. when orders were placed. Great vision. The CEO knew this was the Great vision. The CEO knew this was the Great vision. The CEO knew this was the right approach. right approach. right approach. But it was going to take some time. We But it was going to take some time. We But it was going to take some time. We needed to design, we needed to build, needed to design, we needed to build, needed to design, we needed to build, and then we needed to scale it out. And and then we needed to scale it out. And and then we needed to scale it out. And in the meantime, the CEO had to go to in the meantime, the CEO had to go to in the meantime, the CEO had to go to all those franchisees and convince them all those franchisees and convince them all those franchisees and convince them that they should make some meaningful that they should make some meaningful that they should make some meaningful investments in this new technology. investments in this new technology. investments in this new technology. We didn't have a year to wait and hope We didn't have a year to wait and hope We didn't have a year to wait and hope that the results turned out like we that the results turned out like we that the results turned out like we expected. expected. expected. So, we focused on finding glimmers of So, we focused on finding glimmers of So, we focused on finding glimmers of progress. progress. progress. We built a very rudimentary version of We built a very rudimentary version of We built a very rudimentary version of the tool. the tool. the tool. And then we took it on a clipboard, And then we took it on a clipboard, And then we took it on a clipboard, printed Excel sheet, and a pen. We went printed Excel sheet, and a pen. We went printed Excel sheet, and a pen. We went one night into a restaurant and we stood one night into a restaurant and we stood one night into a restaurant and we stood with the employees and we guided them on with the employees and we guided them on with the employees and we guided them on how to prepare the food. how to prepare the food. how to prepare the food. So, how about you drop 25 chicken wings So, how about you drop 25 chicken wings So, how about you drop 25 chicken wings into the fryer now? into the fryer now? into the fryer now? 15 minutes later, now drop 60 chicken 15 minutes later, now drop 60 chicken 15 minutes later, now drop 60 chicken wings into the fryer. wings into the fryer. wings into the fryer. That first test showed great promise. We That first test showed great promise. We That first test showed great promise. We were seeing a couple minutes shaved off were seeing a couple minutes shaved off were seeing a couple minutes shaved off their speed of service. Certainly wasn't their speed of service. Certainly wasn't their speed of service. Certainly wasn't perfect. No one wants to do this perfect. No one wants to do this perfect. No one wants to do this manually.

manually. manually. But it showed the potential and it was But it showed the potential and it was But it showed the potential and it was enough to give the entire leadership enough to give the entire leadership enough to give the entire leadership team conviction that we were on the team conviction that we were on the team conviction that we were on the right track. right track. right track. In the months that followed, we kept In the months that followed, we kept In the months that followed, we kept investing in the solution, improving it, investing in the solution, improving it, investing in the solution, improving it, so we were seeing a 50% improvement in so we were seeing a 50% improvement in so we were seeing a 50% improvement in speed of service. speed of service. speed of service. And as more restaurants were testing it, And as more restaurants were testing it, And as more restaurants were testing it, seeing better and better results, seeing better and better results, seeing better and better results, franchisees grew excited, investors grew franchisees grew excited, investors grew franchisees grew excited, investors grew excited, and they were ready to scale to excited, and they were ready to scale to excited, and they were ready to scale to the entire system. the entire system. the entire system. Without that very first test and that Without that very first test and that Without that very first test and that glimmer of progress, it would have been glimmer of progress, it would have been glimmer of progress, it would have been really hard to have conviction for what really hard to have conviction for what really hard to have conviction for what became a multi-year journey. The second place you can look for The second place you can look for glimmers of progress is in your team, glimmers of progress is in your team, glimmers of progress is in your team, how they're working together. how they're working together. how they're working together. Another one of my clients is a gas Another one of my clients is a gas Another one of my clients is a gas station and convenience store chain. station and convenience store chain. station and convenience store chain. We worked with them on a multi-year We worked with them on a multi-year We worked with them on a multi-year transformation to improve most of their transformation to improve most of their transformation to improve most of their core business functions with AI. core business functions with AI. core business functions with AI. So things like how they priced the So things like how they priced the So things like how they priced the products in the store, how they staffed products in the store, how they staffed products in the store, how they staffed their labor and and how many people were their labor and and how many people were their labor and and how many people were staffed in the store, staffed in the store, staffed in the store, how they planned the inventory mix they how they planned the inventory mix they how they planned the inventory mix they were going to have.

were going to have. were going to have. At the start of this journey together, At the start of this journey together, At the start of this journey together, we surveyed their team because we wanted we surveyed their team because we wanted we surveyed their team because we wanted to understand if they were going to have to understand if they were going to have to understand if they were going to have any points of friction. Could we get any points of friction. Could we get any points of friction. Could we get ahead of any challenges? ahead of any challenges? ahead of any challenges? And we found that most of their And we found that most of their And we found that most of their mid-level managers mid-level managers mid-level managers didn't really feel like they had a voice didn't really feel like they had a voice didn't really feel like they had a voice in how company decisions were being in how company decisions were being in how company decisions were being made. made. made. And so the chief digital officer, who And so the chief digital officer, who And so the chief digital officer, who was leading this, was leading this, was leading this, implemented a simple, powerful concept. implemented a simple, powerful concept. implemented a simple, powerful concept. Everyone has a flag Everyone has a flag Everyone has a flag and I need you to use it. and I need you to use it. and I need you to use it. What he meant was, no matter your role, What he meant was, no matter your role, What he meant was, no matter your role, no matter your title, no matter your title, no matter your title, if you raise a flag, senior leaders are if you raise a flag, senior leaders are if you raise a flag, senior leaders are going to listen going to listen going to listen and they will act. and they will act. and they will act. Within just a couple months, members of Within just a couple months, members of Within just a couple months, members of the extended working team had suggested the extended working team had suggested the extended working team had suggested some changes to our timeline, some changes to our timeline, some changes to our timeline, some different ways to think about some different ways to think about some different ways to think about scoping the use cases, even different scoping the use cases, even different scoping the use cases, even different ways that we could test things to make ways that we could test things to make ways that we could test things to make sure we were getting the best results.

sure we were getting the best results. sure we were getting the best results. And the chief digital officer went a And the chief digital officer went a And the chief digital officer went a little farther. He actually had the team little farther. He actually had the team little farther. He actually had the team members, not the senior leaders, members, not the senior leaders, members, not the senior leaders, present results regularly to the CEO. present results regularly to the CEO. present results regularly to the CEO. This was such a significant cultural This was such a significant cultural This was such a significant cultural shift. shift. shift. And we went from people feeling like And we went from people feeling like And we went from people feeling like change was just being forced down into change was just being forced down into change was just being forced down into the organization the organization the organization to feeling like they really had a voice to feeling like they really had a voice to feeling like they really had a voice in how the objectives were being set. in how the objectives were being set. in how the objectives were being set. And it was that shift in the team that And it was that shift in the team that And it was that shift in the team that gave us confidence that the results we gave us confidence that the results we gave us confidence that the results we delivered were going to stick. delivered were going to stick. delivered were going to stick. And that was long before we saw the And that was long before we saw the And that was long before we saw the double-digit returns that that double-digit returns that that double-digit returns that that transformation yielded. transformation yielded. transformation yielded. Finally, if you're in a messy middle, Finally, if you're in a messy middle, Finally, if you're in a messy middle, you can look for glimmers of progress in you can look for glimmers of progress in you can look for glimmers of progress in yourself. yourself. yourself. One of my other clients was the chief One of my other clients was the chief One of my other clients was the chief strategy officer for a group of snack strategy officer for a group of snack strategy officer for a group of snack food brands. food brands. food brands. And we were working with them on a large And we were working with them on a large And we were working with them on a large effort to rethink some of their digital effort to rethink some of their digital effort to rethink some of their digital app experiences, app experiences, app experiences, to develop better email communications, to develop better email communications, to develop better email communications, and to redesign some of the loyalty and to redesign some of the loyalty and to redesign some of the loyalty programs, not just in one of the brands, programs, not just in one of the brands, programs, not just in one of the brands, but actually multiple brands across the but actually multiple brands across the but actually multiple brands across the group.

group. group. When we started working together, the When we started working together, the When we started working together, the chief strategy officer had a lot of chief strategy officer had a lot of chief strategy officer had a lot of conviction, a very clear vision. He was conviction, a very clear vision. He was conviction, a very clear vision. He was really the one advocating for this really the one advocating for this really the one advocating for this transformation. transformation. transformation. But he hadn't led anything this big, and But he hadn't led anything this big, and But he hadn't led anything this big, and he didn't really have any intuition on he didn't really have any intuition on he didn't really have any intuition on how this journey was going to feel as it how this journey was going to feel as it how this journey was going to feel as it unfolded. unfolded. unfolded. And I watched as he grew frustrated, And I watched as he grew frustrated, And I watched as he grew frustrated, even with his own team, even with his own team, even with his own team, because progress was happening more because progress was happening more because progress was happening more slowly than he wanted. slowly than he wanted. slowly than he wanted. When other senior members of the When other senior members of the When other senior members of the organization would question the approach organization would question the approach organization would question the approach or sometimes just express skepticism, or sometimes just express skepticism, or sometimes just express skepticism, he would go defensive. he would go defensive. he would go defensive. And by the midway point of the 18-month And by the midway point of the 18-month And by the midway point of the 18-month journey, his relationships were strained journey, his relationships were strained journey, his relationships were strained with most of the other leaders. with most of the other leaders. with most of the other leaders. He came to the realization that he was He came to the realization that he was He came to the realization that he was going to have to change his approach. going to have to change his approach. going to have to change his approach. Because he couldn't make this successful Because he couldn't make this successful Because he couldn't make this successful on his own. He had to have partnership.

on his own. He had to have partnership. on his own. He had to have partnership. And I watched him begin to intentionally And I watched him begin to intentionally And I watched him begin to intentionally tune his leadership style. tune his leadership style. tune his leadership style. He started working on building bridges, He started working on building bridges, He started working on building bridges, on bringing people along. on bringing people along. on bringing people along. He would show up to meetings ready to He would show up to meetings ready to He would show up to meetings ready to listen and not trying to push one listen and not trying to push one listen and not trying to push one agenda. agenda. agenda. He would work on controlling what he He would work on controlling what he He would work on controlling what he could control could control could control and let the organization move at its and let the organization move at its and let the organization move at its pace around him. pace around him. pace around him. To be honest, it didn't make the journey To be honest, it didn't make the journey To be honest, it didn't make the journey easier. It was a hard transformation. easier. It was a hard transformation. easier. It was a hard transformation. But that sign of progress in him as a But that sign of progress in him as a But that sign of progress in him as a leader leader leader actually was one of the biggest actually was one of the biggest actually was one of the biggest indicators that this was going to indicators that this was going to indicators that this was going to succeed for the company. So maybe you're finding yourself in a So maybe you're finding yourself in a messy middle right now, personally or messy middle right now, personally or messy middle right now, personally or professionally. professionally. professionally. Try to remember Try to remember Try to remember messiness is a sign that you're doing messiness is a sign that you're doing messiness is a sign that you're doing something big. something big. something big. You haven't reached the goal yet, You haven't reached the goal yet, You haven't reached the goal yet, but you will. but you will. but you will. Maybe you haven't won a tennis match Maybe you haven't won a tennis match Maybe you haven't won a tennis match like me, like me, like me, but your backhand is improving.

but your backhand is improving. but your backhand is improving. Maybe you haven't hit the big milestone Maybe you haven't hit the big milestone Maybe you haven't hit the big milestone that's next on your list, that's next on your list, that's next on your list, but you've delivered a small win. but you've delivered a small win. but you've delivered a small win. Celebrate it. Celebrate it. Celebrate it. I like to buy cupcakes for my team or I like to buy cupcakes for my team or I like to buy cupcakes for my team or make a cake. make a cake. make a cake. Maybe you just take the time to call a Maybe you just take the time to call a Maybe you just take the time to call a mentor and share your success. mentor and share your success. mentor and share your success. Whatever you do, Whatever you do, Whatever you do, turn those glimmers into energy turn those glimmers into energy turn those glimmers into energy that will propel you up the mountain. that will propel you up the mountain. that will propel you up the mountain. Because I am very confident that when Because I am very confident that when Because I am very confident that when you climb over those last few rocks you climb over those last few rocks you climb over those last few rocks and you walk into the sunshine, and you walk into the sunshine, and you walk into the sunshine, you will be really glad that you didn't you will be really glad that you didn't you will be really glad that you didn't turn around. turn around. turn around. Thank you. Thank you. Thank you. >> [applause]