Changes in the Workplace: Post Pandemic

A recent article predicted a “W” shaped economic curve moving forward as the U.S. begins to re-open the economy.  Medical experts anticipate a resurgence of the coronavirus in the winter months coinciding with the annual flu season.  All businesses will be critically impacted if this forecast comes true!

Against this backdrop of uncertainty, we as business leaders must prepare our organizations to cope in a volatile economy. There needs to be a restructuring of the workplace; reduced open office layouts, increased sick leave and more cross training.  Zoom or other virtual meeting platforms may replace non critical business travel while in-house meetings attendees are pared back to the vital few.  More businesses may continue or begin a work-from-home workforce, this will present new management challenges.

There will also be opportunities.  As the economy ebbs and flows, many businesses may not recover creating opportunities to expand market share, acquire additional talent or introduce new product lines.  Planning for an uncertain future is key.  Begin now to evaluate your strategic plan.  Can you avoid a bankruptcy?  Closing your business? Can you create a pathway for growth and acquisition?

There is no doubt there will be economic turmoil ahead.  We will get through it with advance planning and determination.

Steps to Safe Money And Your Business

The current coronavirus pandemic is exacting a toll on all businesses large and small.  Smaller businesses are dis-proportionately affected by the economic shutdown and the stay-at-home orders.

Small business owners and individuals need to pare back expenses.  The following process prioritizes your cash outflows:

Start by gathering all your bills, invoices, and any other cash outflow documents. Now label each item as either; C-Critical, N-Nice-to-Have, or W-Want. 

Review your list to ensure everything marked as Critical – really is.  The N-Nice-to-Have category includes items like subscriptions, eating out/carryout or delivery, new clothes, impulsive online shopping etc. By eliminating non-critical spending you retain cash while simultaneously extending your liquidity.

Next eliminate ALL the N’s and W’s from your list! 

Congratulations, you just reduced unnecessary spending!  One more thing – ADD back in one W. After all, moderation in everything, even austerity!

How Your Business Can Survive The Corona Virus Recession

There is no doubt the Corona virus is affecting the U.S. economy.  As one American city after another implements “stay-at-home” orders, the goods and services we use are drying up. Small business owners struggle with keeping their employees working and staying solvent. 

Getting through this difficult and uncertain time will be a challenge, but one we will survive.  The American economy is robust and the American people are resilient. We have survived worse!

So how can a business survive the corona virus recession and be ready for the inevitable recovery? Here are four basic steps you can begin implementing now.

  1. Customer Service

Beginning immediately you need to provide the best service possible to your existing customers.  Serve and delight them in every possible way. You need to make your customer’s experience working with you or your team an overwhelming experience! 

How do you do this? You build relationships with your clients. People want to do business with people they trust and generally feel good about. Develop relationships with all your clients, help them with things you don’t do. Remember, not everything you do for a customer needs to make money. By providing extra value, your customer will be more comfortable spending their money with you. 

  1. Connect

Connect with as many people as possible and ask for referrals. The people and businesses that you do business with like you and trust you. Take the time to bring people together, connect people and businesses you know and trust with your other customers or others you know. When someone thanks you for the connection and asks how they may help you, ask for a referral. Remember, you need to give before you can ask.

  1. Visibility

This step may not be possible under the current “stay-at-home” directives and the “social distancing” advice.  As the crisis dies down and life gets back to something more familiar and recognizable, we will gather in groups once again. This step may then be implemented at that time.

Attend as many group meetings as possible and offer to give educational presentations or talks to those groups. Educate attendees both inside and outside of your industry on the value your solution provides. Do not turn down any opportunity to educate, you never know who in the audience may need your solution. 

  1. Communicate

Create as much FREE valuable content as you possibly can. Post on LinkedIn, Facebook Groups or wherever your customers hangout. Use videos, images and other digital content. Be as visible as possible. Develop a following.

Positive Steps During the CoronaVirus Down Time

Now is the time to take some positive actions!

The Corona virus outback has shuttered many small businesses in cities across America and across the world.  We as small business owners are doing our part to help limit the spread of this virus by voluntarily closing shop, furloughing our employees and self isolating. If the projections of the CDC and other experts are correct, we may have as many as 8 weeks of down time.

There is a silver lining to this otherwise very dark which hovers us all.  You have time, the one very precious commodity that seems to elude us all. Time to work, in the words of Michael Gerber and others, “On your business not IN your business”!

So, let’s get started.  Here is a short list of things you can do now to work ON your business.

  1. Dust off your Business Plan.

When was the last time you updated your Business Plan?  You do have one don’t you? Even a one woman operation needs a plan. There are lots of online resources to guide you in developing a business plan or updating the one you have.

  1. Create a Strategic Plan.

What is a Strategic Plan? A strategic plan is the strategy you will use to achieve a goal. If you want to increase customer retention for example, how will you do this? What steps will you take?  Or what if you want to reduce production costs, what steps can be taken to reduce costs or increase productivity?  

  1. SWOT Analysis.

SWOT stands for: Strengths, Weaknesses, Opportunities and Threats. List your organization’s strengths, what you do well. Now list your organization’s weaknesses, what you need to improve upon. Opportunities are favorable external factors that can give you a competitive advantage.  Threats are both internal and external factors that can have a negative impact on a business. 

  1. Your Migraine.

I don’t mean a migraine headache! What is your biggest source of pain in your business? What would happen if you can fix the issue?  What would happen if you can’t? Now is the time to take a deep dive into your most pressing issue and go to work to fix it.

  1. Stay Connected.

Stay in touch with family and friends but also your customers and suppliers. Staying in touch shows you care about the relationship you’ve built with your customers and suppliers. Continue to build on this relationship, offer help if appropriate. We all want to do business with those we trust, and trust builds relationships.

Step 1: Define Your Culture

Every business has a culture. Usually the culture begins as an extension of the owner/founder.  The business takes on the personality of the founder; their attitudes, policies, actions and beliefs. As a company grows, these personality traits define the business and how it operates. These legacy actions etc. may actually be getting in the way of business performance.

What is “business culture” and how does it impact your business? In the words of anthropologist E.B. Tylor, culture is “that complex whole which includes knowledge, belief, art, morals, law, custom and any other capabilities and habits acquired by man as a member of society.” In more contemporary terms, culture is the beliefs, actions and behaviors that define how a company interacts with its employees, customers, suppliers and stakeholders.  Your organization’s culture is important because it directly reflects what the organization finds important and meaningful.

Unfortunately, when someone starts a business they usually do not make the time for long term strategic planning.  As a result, the organizations grows in a somewhat haphazard manner. The organizations policies and procedures evolve as situations arise and need to be dealt with.  Very few business owners or managers actually plan their growth (tough to do even in the best economic conditions) nor do they define their organizational culture. Employees then get hired as needed without consideration for how they fit into the culture.

The result is an organization with a haphazard set of actions, policies, beliefs and routines that may not communicate the true organizational vision.  For example; the business can’t claim they place an emphasis on good customer service while at the same time not providing employees with the resources necessary to  provide that service. This conflict between stated ideals and actual practices creates a conflict for employees and impacts how your customers view your business.

The start of any customer service improvement plan is to define your organization’s culture. How do you determine what your organizational culture looks like? Take a good look around your organization, observe employee interactions, look at how tasks are accomplished; what’s important and what isn’t. Take notes as you observe the day to day operation of your business. 

Inc. magazine columnist Geoffrey James has a great video on helping you to define your culture. Enjoy! https://www.inc.com/geoffrey-james/steer-corporate-culture.html

A Pending Disaster!

Customer Service Failures

Is there a pending Customer Service failure looming on your business horizon? Like the Titanic, is disaster just ahead, hidden and unforeseen? If you are unaware of the following disaster creating actions or worse, you tolerate them, there is a Customer Service Disaster in your future.

Here are three sure fire ways to a Customer Service Disaster:

  1. Smoke and Mirrors: You make unrealistic claims in your sales and marketing. You make promises you won’t keep just to get people in the door. No, a new suit won’t get you that promotion no matter how good you look in it. That new electronic gadget will not enhance your life and make you more popular. Reality sets in quickly.
  2. Keep it Zipped: Do you notify customers when shipments will be late? If an item they ordered is on back order? The color or size is not available for three weeks? Nobody, especially your customers, wants to be disappointed. When anyone expects their order to arrive on time and be correct your business looses credibility when it fails to deliver. This again is making promises you have no intention of fulfilling.
  3. Hear No Evil: When we as consumers are disappointed in a product or service we usually complain. Is your business listening? Failing to quickly respond to complaints, or worse yet ignoring them, sends a message to your customers: You are not important!

Any one of these issues will lead to reduced customer retention and a poor reputation. Two or all three of these actions will probably put you out of business!

Getting new customers is difficult and expensive, keeping existing customers is cheaper and more profitable. Review your marketing, communication and complaint handling to forestall a Customer Service Disaster.

For more information on improving your customer service visit: www.customerserviceimprovement.com

The $100K Mistake: Why Working Harder Is Costing You Money

There’s a lie that ambitious entrepreneurs quietly believe.

It sounds noble. Responsible. Even heroic.

“If I just work harder, everything will grow.”

So you wake up earlier. Stay up later. Answer emails at dinner. Jump into every problem. Fix every mistake. Approve every decision. You are the rainmaker, the firefighter, the closer, the strategist, the therapist, and the janitor.

And you wear it like a badge of honor.

But here’s the uncomfortable truth:

Working harder is often the most expensive decision you can make.

In fact, for many business owners, it’s a $100,000 mistake every single year.

Let’s unpack why.


Hard Work Is a Startup Skill — Not a Growth Strategy

When you launch a business, hustle matters. There is no substitute for effort in the beginning. You are proving demand. You are building reputation. You are creating momentum from nothing.

At that stage, working harder makes sense.

But growth is a different game.

As Michael Gerber famously explained in The E-Myth, most small business owners suffer from what he called the “Technician’s Curse.” You build the business because you’re good at the work. Then you stay trapped in the work because you’re good at it.

And that’s where the money leak begins.

You confuse activity with progress. Busyness with growth. Effort with leverage.

Working harder becomes your default solution to every problem.

But hard work does not scale.

Systems do. People do. Strategy does.


The Hidden Math of the $100K Mistake

Let’s make this real.

Imagine your business generates $500,000 per year. You’re heavily involved in delivery, sales, approvals, and daily operations. You work 60 hours per week.

Now imagine two paths:

Path A:
You continue working 60 hours per week. Revenue grows slowly to $550,000 next year. Margins stay tight because everything still runs through you.

Path B:
You step back from $100,000 worth of low-leverage work. You hire support, systemize delivery, and focus exclusively on high-value strategy, positioning, partnerships, and pricing.

In Path B, revenue grows to $750,000 because:

  • Sales process improves
  • Pricing increases 10–20%
  • Client results become more consistent
  • You land one major strategic partnership

The difference between those paths? Roughly $200,000.

And the only real change was this:
You stopped working harder and started working on the right things.

That first $100K jump? It usually comes from removing yourself from tasks you shouldn’t be doing in the first place.


The Productivity Trap

There’s a psychological reason this is so hard.

When you answer emails, fix problems, or close small deals, you get immediate feedback. You feel useful. You feel productive.

Strategic thinking?
System design?
Leadership development?

Those feel slower. Uncertain. Less tangible.

So you default back to tasks that make you feel effective.

But here’s the reality:

Low-value tasks create short-term satisfaction.
High-value decisions create long-term wealth.

As Peter Drucker taught for decades, effectiveness is more important than efficiency. Doing the right work beats doing more work every time.

The business owner who clears their inbox daily but never upgrades their business model is highly efficient at staying stuck.


The Opportunity Cost No One Talks About

Every hour you spend doing $25–$50/hour work inside your company is an hour you’re not doing $1,000/hour thinking.

And before you say, “But no one can do it like I can,” ask yourself this:

Is it really that no one else can do it…
Or have you never built the system that would allow them to?

This is where most founders sabotage themselves.

They optimize for control instead of growth.

They guard tasks instead of building processes.

They choose familiarity over scale.

Meanwhile, competitors who are less talented—but more strategic—start to outpace them.

Hard work doesn’t protect you from that. In fact, it distracts you from seeing it coming.


The Identity Problem

For many entrepreneurs, the real issue isn’t operational. It’s emotional.

Your identity is tied to being indispensable.

You are the closer. The fixer. The one who makes it happen.

Letting go feels like losing relevance.

But leadership requires evolution.

Even icons like Steve Jobs had to learn this lesson. In his early years, he tried to control everything. When he returned to lead Apple, he focused on vision, product direction, and culture—not daily execution.

That shift built one of the most valuable companies in the world.

You don’t need to run a trillion-dollar company to apply that principle.

You just need to decide what your role actually is.

If you are still acting as your company’s best employee, you haven’t stepped into being its CEO.

And CEOs don’t get paid for effort.
They get paid for decisions.


Signs You’re Making the $100K Mistake

Let me make this practical.

You’re likely working harder than necessary if:

  • You approve everything.
  • Revenue stalls whenever you take a week off.
  • Clients expect direct access to you.
  • You haven’t raised prices in two years.
  • Your team waits for you before making decisions.
  • You feel constantly busy but not strategically clear.

If that sounds familiar, don’t panic.

This is not a character flaw.

It’s a structural issue.

And structural issues can be redesigned.


The Shift: From Labor to Leverage

Here’s the reframe:

Your job is not to work harder.

Your job is to increase the value of your time.

That means:

  1. Systemize Repeatable Work
    Document processes. Create playbooks. Remove decision bottlenecks.
  2. Delegate Before You’re Ready
    If you wait until you “have time” to hire, you’ll never hire. Capacity creates growth.
  3. Raise Prices Strategically
    Many businesses are underpriced simply because the founder fears losing clients. A 10% increase can transform margins overnight.
  4. Focus on High-Leverage Activities
    Partnerships. Brand positioning. Offer refinement. Sales architecture. These compound.
  5. Redesign Your Role Quarterly
    Every 90 days, ask: What should I stop doing?

As Warren Buffett has demonstrated throughout his career, wealth is built through intelligent allocation—of capital and time. You are the primary capital asset inside your business. Misallocate yourself, and returns shrink.

Allocate yourself correctly, and returns multiply.


The Freedom Multiplier

Here’s the part no one emphasizes enough.

When you stop working harder and start working smarter, two things happen:

  1. Profit increases.
  2. Your stress decreases.

And that combination is powerful.

Because freedom fuels clarity.
Clarity fuels better decisions.
Better decisions fuel growth.

Working harder rarely produces clarity. It produces exhaustion.

And exhaustion leads to reactive leadership.

Reactive leadership is expensive.


The Real Question

The question isn’t, “How can I get more done?”

The better question is:

“What would break if I stopped doing this?”

If the answer is “Everything,” then your business is fragile.

If the answer is “Not much,” then you’ve built something sustainable.

The $100K mistake is not about laziness. It’s about misdirected effort.

Hard work built your business.

But hard work alone will not scale it.

At some point, growth demands courage.
Courage to let go.
Courage to redesign your role.
Courage to stop proving your value through exhaustion.

Because the ultimate truth is this:

The goal was never to build a business that consumes you.

The goal was to build one that works without you.

And the moment you understand that…
Working harder stops being your default.

And leverage becomes your new obsession.

How To Increase Your Business Valuation By 50% in 18 Months

Let me start with a simple truth:

Most business owners don’t have a revenue problem.
They have a valuation problem.

You can grind your way to more sales. You can hustle your way to a bigger top line. But if your business is still dependent on you, unpredictable, or operationally messy, the market will discount it—hard.

I’ve seen companies doing $1M–$5M in revenue valued like lifestyle businesses… because that’s exactly what they were.

The good news? A 50% increase in valuation over 18 months is not only possible—it’s predictable if you focus on the right levers.

This isn’t theory from a whiteboard. It’s grounded in the principles popularized by Michael E. Gerber in The E-Myth, refined by strategic thinkers like Peter Drucker, and reinforced by what private equity firms and acquirers actually pay for.

Let’s break this down the right way.


First: Understand What Actually Drives Valuation

Valuation is typically based on a multiple of earnings (EBITDA or SDE, depending on size).

Increase valuation and you have two levers:

  1. Increase earnings
  2. Increase the multiple

Most owners obsess over the first and ignore the second.

But here’s the math:

If your company earns $500,000 and sells at a 4x multiple, it’s worth $2M.

If you improve the business so it earns $600,000 and sells at 6x, now it’s worth $3.6M.

That’s an 80% increase in valuation with only a 20% earnings increase.

The game isn’t just profit.
The game is risk reduction and transferability.

Buyers pay premiums for businesses that are:

  • Predictable
  • Scalable
  • Not dependent on the founder
  • Systemized
  • Recurring in revenue

That’s your blueprint.


1. Remove Yourself as the Operational Bottleneck

If you disappear for 30 days, does revenue stall?

If yes, you don’t own a business. You own a job with overhead.

Buyers discount founder-dependent businesses because they are buying risk.

Your 18-month move:

  • Document every core process.
  • Replace yourself in sales or operations with a trained leader.
  • Install KPIs that are reviewed weekly without you driving them.

This is straight out of Gerber’s philosophy: build systems, not dependency.

When the business runs without you, the multiple expands.


2. Turn Revenue Into Recurring Revenue

Predictability increases valuation faster than almost anything else.

A company with recurring revenue can sell for dramatically higher multiples than one dependent on one-off projects.

Private equity firms pay premiums for predictable cash flow. Just look at the roll-up strategies used by firms like Vista Equity Partners in the software space.

Your 18-month move:

  • Convert one-time customers into retainers.
  • Introduce subscription-based services.
  • Create annual contracts instead of monthly.
  • Offer maintenance, advisory, or performance retainers.

If 70%+ of your revenue becomes recurring, you’ve just reduced buyer risk substantially.

Lower risk = higher multiple.


3. Eliminate Customer Concentration Risk

If 30% of your revenue comes from one client, that’s a red flag.

Buyers fear concentration risk because one departure can cripple cash flow.

Your 18-month move:

  • Diversify your top 5 clients.
  • Cap no single client at more than 15% of revenue.
  • Develop inbound marketing so you aren’t reliant on a few relationships.

This is where brand and lead generation matter.

If you’re building a funnel (which you are doing with Business Freedom Formula), you’re already moving in this direction.

Predictable pipeline increases valuation.


4. Professionalize Financial Reporting

Messy books kill deals.

I’ve seen six-figure valuation hits simply because financials were unclear.

Buyers want clean:

  • Monthly P&Ls
  • Clear add-backs
  • Accurate balance sheets
  • Forecasting models

Follow the discipline championed by leaders like Warren Buffett: clarity drives confidence.

Your 18-month move:

  • Move to accrual accounting.
  • Produce monthly financial statements.
  • Separate personal expenses completely.
  • Build a 3-year forecast model.

The more transparent your numbers, the stronger your negotiating position.


5. Build a Leadership Bench

A business with management in place sells at a premium.

A business where the owner “does everything” sells at a discount.

Your 18-month move:

  • Hire or elevate an operations leader.
  • Develop a sales manager.
  • Create documented role clarity and accountability charts.

Think about how companies structured under the systems mindset of Ray Kroc scaled so rapidly. It wasn’t because Ray flipped burgers. It was because systems and managers did.

The more leadership depth you have, the more transferable your business becomes.


6. Increase Gross Margins Before Revenue

Revenue growth is seductive.

Margin growth is powerful.

A 5–10% margin improvement can significantly increase EBITDA without adding complexity.

Your 18-month move:

  • Eliminate unprofitable offerings.
  • Raise prices 5–10%.
  • Renegotiate vendor contracts.
  • Automate repetitive labor tasks.

Buyers don’t reward revenue for its own sake. They reward profit efficiency.

Clean margins increase both earnings and multiple.


7. Document Intellectual Property & Systems

If your knowledge lives in your head, it has no transferable value.

But documented IP? That’s an asset.

Your 18-month move:

  • Create SOP manuals.
  • Build internal playbooks.
  • Develop proprietary frameworks.
  • Trademark or brand protect core assets where appropriate.

When you can hand a buyer a “Business Operating Manual,” you’ve shifted from personality-driven to system-driven.

That’s where valuation jumps.


8. Create Growth Optionality

Buyers pay more for upside.

If you can demonstrate:

  • New markets available
  • Untapped pricing potential
  • Expandable service lines
  • Geographic scalability

You’ve created what investors call “growth optionality.”

Study how companies acquired by firms like Berkshire Hathaway often have strong existing operations plus clear growth runway.

Show the roadmap.

You don’t need to execute all of it—just prove it’s viable.


The 18-Month Roadmap

Here’s how I would structure it:

Months 1–6:

  • Clean financials
  • Begin system documentation
  • Identify founder dependencies
  • Improve margins

Months 6–12:

  • Install leadership depth
  • Convert revenue to recurring
  • Diversify client base
  • Launch scalable marketing funnel

Months 12–18:

  • Step back from daily operations
  • Strengthen reporting and KPIs
  • Finalize operating manual
  • Demonstrate predictable growth

At the end of 18 months, you don’t just have a more valuable company.

You have a company that doesn’t own you.


The Real Secret

Here’s what most owners miss:

The actions that increase valuation are the same actions that increase freedom.

When you build:

  • Systems
  • Predictability
  • Leadership
  • Clean margins
  • Recurring revenue

You create both leverage and optionality.

And optionality is power.

You may never sell.

But knowing you could—and knowing the market would pay a premium—changes how you operate.

It changes how you think.

It changes how you lead.

And that, more than the multiple itself, is the real 50% increase.

The 7 Warning Signs Your Business Is Too Dependent On You

Every founder begins as the engine.

In the early days, that’s not a flaw — it’s a requirement. Your hustle, your instinct, your willingness to do everything from sales to service to sweeping the floor… that’s what gets the business off the ground.

But there comes a point — and it’s often subtle — where the very strengths that built the business start quietly capping it.

This is the Founder Dependency Trap.

And if you don’t address it, growth stalls, stress rises, and the business you built for freedom becomes the very thing that owns you.

Think of the core lesson from The E-Myth Revisited by Michael Gerber: most small businesses are built around a technician suffering from an entrepreneurial seizure. The business becomes an extension of the founder — not an independent, scalable system.

If you’re serious about building a company that works without you, here are the seven warning signs your business is too dependent on you.


1. Every Important Decision Routes Through You

If pricing changes, hiring decisions, marketing direction, or client exceptions all require your final say — you don’t have a leadership team.

You have a bottleneck.

Healthy businesses distribute decision-making authority. Founder-dependent businesses centralize it.

When your team waits for you before acting, speed disappears. When speed disappears, opportunity follows.

Ask yourself: If I stepped away for 30 days, would decisions continue — or would everything freeze?

If it’s the latter, you don’t have a scalable structure. You have a personality-driven operation.


2. Revenue Drops When You Step Away

This is the most obvious — and most dangerous — signal.

If you take a week off and sales decline…
If you stop personally selling and pipelines shrink…
If clients leave when you disengage…

You don’t own a business.

You own a job with overhead.

Founders often rationalize this as “I’m just the best closer.” That may be true. But that simply means you haven’t built a repeatable sales system others can execute.

Your business should generate revenue because of process — not personality.


3. Your Team Comes to You for Answers They Should Already Know

There’s a difference between leadership and dependency.

If your team constantly asks:

  • “How do we handle this?”
  • “What do you want me to say?”
  • “Is this okay?”
  • “Can I move forward?”

That’s not initiative. That’s learned reliance.

Often this pattern starts because you trained them that way. You stepped in early. You corrected quickly. You positioned yourself as the solution.

And now you’ve unintentionally conditioned the organization to escalate instead of decide.

Authoritative leadership — the kind Ken Blanchard teaches in The One Minute Manager — is about clarity, expectations, and empowerment. Not control.

If they can’t decide without you, you haven’t built leaders. You’ve built assistants.


4. No One Can Explain the Business Model Clearly Except You

Here’s a simple test:

Can someone on your team explain — clearly and confidently — how the business makes money, who the ideal client is, and what differentiates you?

If the answer is no, your strategy lives in your head.

When strategy lives only in the founder’s mind, scale becomes impossible.

You may think, “They just need more time.”

But clarity doesn’t happen by osmosis. It happens by documentation and repetition.

If your business model isn’t systematized, articulated, and embedded into operations, you don’t have a company.

You have a concept attached to a person.


5. You Are the Primary Relationship Holder

In founder-dependent businesses, clients say things like:

  • “I only work with you.”
  • “Call me when you’re available.”
  • “I trust you — not the team.”

That feels flattering. It’s not.

It’s a structural weakness.

If relationships are attached exclusively to you, enterprise value remains low. Any potential buyer — or even investor — sees risk immediately.

A scalable company transfers trust from individual to brand, from founder to framework.

If your clients can’t work confidently with your team without you hovering in the background, you haven’t transitioned from operator to owner.


6. Systems Exist in Your Head — Not on Paper

This one is subtle.

You know how things work.
You know the shortcuts.
You know the workarounds.

But your team doesn’t.

Because it’s not written.

Founders often resist documentation because “it slows things down.”

But what feels efficient in the short term creates chaos in the long term.

Systems create predictability. Predictability creates freedom.

Without documented processes — onboarding, sales scripts, fulfillment checklists, client communication protocols — your business cannot replicate performance.

And if it can’t replicate, it can’t scale.


7. You Feel Trapped — Even Though You Built This for Freedom

This is the emotional indicator.

You built the business for flexibility.
For autonomy.
For impact.

Yet you find yourself:

  • Checking email at night.
  • Fielding last-minute emergencies.
  • Feeling anxious when you’re unavailable.
  • Hesitant to take real time off.

When the business depends on you operationally, it will also depend on you psychologically.

You’ll feel responsible for everything — because you are.

And over time, that pressure erodes clarity, creativity, and confidence.

The irony?

The more indispensable you become, the less valuable the business becomes.


Why This Matters More Than You Think

Founder dependency doesn’t just limit growth.

It limits valuation.
It limits scalability.
It limits lifestyle.

Businesses that operate without the founder at the center are assets.

Businesses that require the founder’s constant involvement are income streams.

There’s nothing wrong with earning income. But don’t confuse it with ownership.

Real ownership means the business performs — profitably — without your daily intervention.


The Shift: From Hero to Architect

Here’s the mindset change most founders resist:

Stop being the hero.

Start being the architect.

Heroes solve problems.
Architects design systems so problems don’t require them.

Heroes are admired.
Architects build enterprises.

If you see yourself in several of these warning signs, don’t panic. This isn’t a failure signal. It’s a growth signal.

It means you’ve reached the next level.

The path forward isn’t working harder. It’s building:

  • Decision frameworks.
  • Documented systems.
  • Leadership layers.
  • Sales processes others can execute.
  • Brand equity independent of personality.

In other words, structure.

Structure is not bureaucracy. It is freedom engineered.


A Simple Litmus Test

Ask yourself one question:

If I disappeared for 90 days, would the business survive, struggle, or scale?

Your honest answer reveals everything.

The goal is not irrelevance.

The goal is optionality.

When your presence becomes strategic instead of required, you’ve crossed the line from operator to owner.

And that’s when your business stops being dependent on you — and starts working for you.

If any of these warning signs resonated, take it seriously. The dependency you tolerate today becomes the ceiling you hit tomorrow.

Build something that can breathe without you.

That’s real business freedom.

Step 8: Celebrate!

Develop a system for rewarding employees for great customer service.

Spend time developing suitable rewards and acknowledgements, nothing fancy just something fun.  I recommend acknowledging employees publically within the organization. Let everyone know, tell the story!

Celebrate milestones.  Whatever milestone or target you establish, celebrate the accomplishment.  Set your customer service improvement goals to be achievable but also require your staff to stretch a little to get there. In other words, make the goal attainable but not to easy. 

More than money, employees crave recognition.  So, celebrate a job well done! 

I hope you have enjoyed this series on Customer Service Improvement. For a complimentary discovery session on improving your business, click the link. http://www.customerserviceimprovement.com

Step 7: Leadership

Owners and managers must fully support the Customer Service Vision. Your every word and action communicates your commitment to providing the best customer service possible. 

Leadership involves not only creating the Vision, which you did in step 2 but communicating the Vision as in step 3.  Leadership also includes inspiring others to embrace the vision and make it work. Providing front line staff with the tools needed (training, step 4), effective hiring (step 5) and the freedom to work independently and make decisions (empowerment, step 6) are all part of being an effective leader. But there is more you can do.

The Vision must be referenced as often as possible, When you speak about a customer, regardless of how you actually feel about them, you need to keep your Vision firmly in mind.  Be sure your words reflect the ideals of the Vision.

The Vision should be referenced at employee reviews.  Employee reviews are a good time to discuss the Vision and ask how the employee embodies the Vision on a day-to-day basis. Reference the Vision when praising overall performance and areas that need attention. Referring to the Vision during employee reviews keeps the ideas and ideals embodied in the Vision at the forefront of everyone’s thoughts and has the added advantage of  re-establishing its importance.

Use the Vision as a guide in decision making. Employees will notice if decisions you make align with the Vision. Your credibility and employee adherence to the Vision are impacted either negatively or positively by your or your manager’s actions.  The quickest way to undo all the work you put into the Customer Service Vision is to not follow it. 

While step 7 in entitled Leadership, it is really more than a single step. Leadership is a continuing, ongoing aspect of your customer service improvement plan. As a leader, you need to continually talk to and about the Vision, refer to it in inter-organizational communications and work it into your marketing. The more you as a leader communicate the Vision the greater impact you will have on improving customer service and the overall profitability of your company.



Step 5: Hiring

Hiring to fill front line or customer contact staff positions has always been difficult. Potential candidates must at least have a pleasant personality and possess good verbal communication skills. But shouldn’t they also possess teamwork and problem solving skills?

When assessing potential new hires, you now have another tool with which to evaluate candidates.  That tool: The Customer Service Vision. You want to use the Vision to gauge whether or not a candidate can embrace the Vision and what it means. 

Just as you created stories and role played during staff training, do the same during the interview process. The story does not need to be as detailed as the training material, just enough to ascertain the candidates mind set.  If the candidate works in a customer service position, have them relate some of their experiences. Be especially aware of their body language and choice of words while describing their experiences. 

Southwest Airlines developed a series of questions to determine the “fit” of a potential hire against their Vision, you can do the same.  Work with existing staff and your own experience with customer service (both good and bad) to develop a few key questions to help you establish a good “fit”.

Here is a tip, when you receive great or better service from someone’s staff, hand them a business card.  Tell them you are always looking for good people if they should ever choose to change their employment, Turn your everyday interactions into defacto job interviews.  You just might find your next super star employee.