No Surprises: How Great Implementations Protect People, Trust, and Reputation

Ep. 43: No Surprises: How Great Implementations Protect People, Trust, and Reputation

Implementations don’t fail because of technology—they fail when people feel unheard, surprised, or overwhelmed. In this episode of Outside In, Brad Mitchell, Implementation Manager at IST, pulls back the curtain on what truly makes an implementation successful. Drawing on more than 16 years of experience, Brad shares how a people-first, no-surprises approach helps clients navigate change without disrupting operations, damaging trust, or putting reputations at risk. From managing fear of disruption and hidden costs to building confidence with end users, IT teams, and executives alike, this conversation reveals why the best implementations don’t feel like implementations at all, and how leaving people better than you found them is the ultimate measure of success.

  • Episode Highlights

    Connect with: Brad Mitchell | LinkedIn


    Learn More about: Operations & Implementations | Implementing Success with IST in 9 Steps


    Key Takeaways from the Episode

    1. Great implementations are built on people, not just process - Successful implementations prioritize empathy, listening, and trust. When clients feel heard and supported, change becomes collaborative instead of disruptive.
    2. “No surprises” is a strategy - not a slogan - Proactive, real-time communication reduces risk, prevents misalignment, and builds confidence across stakeholders, from executives to end users.
    3. Understanding aspirations matters as much as solving problems - Asking clients what they wish could change—alongside identifying pain points—allows implementation teams to design solutions that align with both operational and cultural goals.
    4. Implementations should adapt to the client, not the other way around - Whether clients want to be deeply involved or minimally engaged, flexibility in approach ensures the transition fits their comfort level and capacity.
    5. Technology adoption succeeds when exposure happens early - Introducing users and IT teams to systems before go-live reduces fear, builds familiarity, and ensures confidence on day one of live operations.
    6. The ultimate measure of success is reputational trust - Implementation teams act as stewards of their clients’ credibility. If clients can confidently say they’d make the same decision again, the implementation has succeeded.

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