I often emphasize to my clients the importance of testing and training. When a new system (or new functionality) is rolled out, you have to be sure things have been tested properly (so that it actually works) and you need to be sure staff is trained on how to use it.

The alternative is a system that is not working correctly, or staff does not know how to use, either of which will make staff users angry. And once they’re angry, it’s hard to make them UNangry.

In psychology, it’s called the anchoring effect. This is the “human tendency to rely too heavily on the first piece of information offered.” Or put another way, if I’m given a new system that doesn’t work right (or is too confusing to use), then I’ll always and forever believe “the system is broken.” And once they believe that, it’s exceedingly difficult to change their minds.

So if you’re launching a new system, or even new functionality within an existing system, make sure you’ve tested it thoroughly and make sure staff is well trained before you ask them to start using it. You’ll be glad you did.