What is ‘The Click’ and why is it important?

Will Thomson, consultant at Hatmill, shares his insight on how project and warehouse managers can spot the signs of a tipping point in a changing and challenging warehouse environment.

Change is inevitable in any business. In our experience working with a diverse range of businesses, it proves especially complicated when delivering projects in large logistics warehouses where technology, processes, and customer demands are constantly evolving. Change is often challenging and stressful for employees who must adapt to new ways of working. When you face resistance and disengagement, it may be because change has failed or has never happened and staff are comfortable with their current work habits. This often means you end up with a project that doesn’t meet the expected outcome.

With the above in mind, how can you, as a project lead or warehouse manager know when staff are fully engaged and committed to the changes you are implementing? How can you tell when they have reached the point of what we like to call ‘The Click’, where they are not only accepting but embracing their new reality and are committed to its success.

The Click: What is it and why does it matter?

‘The Click’ is the moment when your employees stop resisting or questioning the change and start seeing the benefits and opportunities it brings. It is important to state that this will only happen if the change and vision of it have been communicated appropriately.

‘The Click’ is the moment they are fully understanding of the vision of change and when they feel confident and comfortable in their ability to carry it out. The click is important because it indicates that your employees are aligned with your vision and goals, and that they trust your leadership and direction to help them safely navigate the project.

After ‘The Click’ you allow your staff to reach their full potential and receive higher levels of engagement, allowing you to focus on your own improvement priorities.

How to recognise ‘The Click’ in your team

There is no one-size-fits-all formula for spotting ‘The Click’. Different employees may react differently to change, however, there are some common signs that you can look for in your warehouse staff that indicate they have reached this stage.

  • Firstly, staff will initially show to be fearful or resistant to the changes. They will constantly pick it apart and tell you why it won’t work. After the ‘The Click’ they will show higher levels of enthusiasm and curiosity about the changes and may ask challenging but constructive questions and offer feedback and suggestions, rather than complaints or criticisms.
  • It is important to say that none of this will happen without clear communication, engaging leadership and encouragement from you and other advocates for the change.
  • Employees need to feel genuine support and appreciation for their efforts. This area is often forgotten when rolling out a project, favouring the ‘actual implementation’ however without someone invested in getting to the above stage, projects often never reach their full potential.


The Click’ is a crucial milestone in any change process. It signals that your team is fully engaged and committed to the new situation. As a project or warehouse manager, you can foster ‘The Click’ firstly by communicating your vision clearly and frequently and taking your staff on the journey with you.

You need to provide adequate training and support, involve your staff in the decision-making process and recognise and reward their efforts and achievements. By doing so, you can ensure that your warehouse staff are not only ready for change, but also excited and motivated by it.

To find out more about how Hatmill can support with your change management and employee engagement processes, please contact Will Thomson or complete our Contact Us form.

“The price of doing the same old thing is far higher than the price of change.” – Bill Clinton

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