Blog

Has this ever happened to you? A project is running late, the customer is getting increasingly annoyed, and there doesn’t seem to be a reason for all the chaos?  There are two outcomes to this very common problem: It gets explained away as a “bottleneck,” and no one takes further…

Most growing companies hit a ceiling at some point. What helped them scale to new heights stops working, and productivity begins to dip. The informal habits that carried their original five-person team hit a wall when the teams expand into thirty (or more) people. Company executives start looking for a…

Most businesses run on knowledge from people who “just know what to do.” That information lives in their heads, and only they understand how or why a particular business process works. Other employees cannot access that knowledge without going through that one person - and there certainly is no knowledge…

As your company grows, your numbers will grow in a variety of ways. You’ll have more employees, customers, and income. You’ll also increase complexity and expose how much of your company runs on what only a few individuals know. Business process documentation captures that knowledge in a form the whole…

If your most experienced payroll person disappeared tomorrow, how much of your payroll process would disappear with them? That question came up in a recent conversation Adi had with Nick Day on the  The Payroll Podcast  about payroll processes, and it gets to the heart of an operational risk many…

Most employees feel that they just need to understand their own jobs. Which, in some ways, is correct. However, when it comes to handoffs and cross-departmental tasks, that narrow focus can cause a breakdown.  That’s why it’s vital to not only document the everyday tasks taken on by an individual…

Do your employees operate as if they are in a silo? Does each department solve problems in a way distinct from the rest of the company? Do you have expert employees who are holding the entire business together?  If your answer to any of the above questions is “yes,” then…

Most businesses spend significant time and money perfecting how they communicate with customers, but don't dedicate the same resources to internal communication.  This means a business might have a beautiful website and an excellent customer service team, but internally, issues arise constantly. And as a business owner, you know that…

You know the value of a great employee. This is the person who builds relationships, solves problems before they escalate, and becomes a reliable resource when something goes wrong. Over time, they accumulate the institutional knowledge necessary to create shortcuts, exercise role-related judgment, and provide context beyond “this is the…

A lead rarely turns into a customer after a single interaction. They might fill out a form, download a resource, or reach out for an initial call, and then let months pass before they buy.  What makes them buy after all that time? More likely than not, it was your…