Why Training Doesn’t Stick (and What to Do Instead)
You’re not the only one… and the fix isn’t what you think. If you’re constantly re-explaining processes, struggling to get new hires up to speed, or watching your team “nod along” in training but revert to old habits two weeks later—I see you. Download Your Free Training Template Here You’re not doing anything wrong. You’re […]
What F1 Teaches About Process Improvement
Last month, we attended F1 in Austin after becoming raving fans of the Netflix show. The roar of the engines, the precision of a pit stop. Formula 1 isn’t just about speed; it’s about synchronization. Every second counts. Every move is deliberate. And we saw it in real-time. Recently, Lewis Hamilton recognized Ferrari for their […]
The Future of Process Improvement
If you run a service-based business, you know that the only constant is change. What worked yesterday might not work tomorrow, and staying competitive means always finding better ways to do things. That’s where process improvement comes in. But here’s the twist: process improvement itself is changing. The old strategies that got us here won’t […]
Communication & Training for Process Adoption
How many times have we witnessed a new process “launch” with little more than a brief email announcement—only to see it flounder amidst confusion and resistance? As our Ops Edge course vividly illustrated, effective communication and comprehensive training are not mere afterthoughts; they are the cornerstones of successful process adoption and, by extension, operational excellence. […]
How to Prepare for Q4 (and Finish the Year Like a Pro)
The last quarter of the year can feel like both a sprint and a marathon. You’re closing out projects, pushing to hit revenue targets, and trying to land the plane smoothly while also keeping one eye on next year’s strategy. It’s a lot. And if we’re honest, Q4 often exposes every crack in a business. […]
The Cost of Over-Delivering: When More Isn’t Better
We’ve all been taught that going above and beyond is good business. It’s baked into how we show up for customers: be generous, be thorough, be exceptional. But here’s the uncomfortable truth: Over-delivering is one of the most overlooked forms of waste in a service business. It feels like great service, but often, it’s just […]
10 Podcasts to Transform Your Process Mindset
Most process content is dry and overwhelming. This isn’t that. I created this series in the UNProfessional podcast to help you actually apply the PDCA method inside a service-based business. If you’re tired of broken processes, misaligned teams, or change efforts that never stick—this podcast series is for you. Whether you’re leading operations, managing a […]
The Ops Edge Academy: Halfway to Process Mastery
We’re halfway through the first-ever round of The Ops Edge Academy—and I have to say: this group is crushing it. Want in on the next round of The Ops Edge Academy? Join the waitlist now → What started as a room full of service business operators (some self-proclaimed “bad at process”) has turned into a […]
How Process Improvement Drives Customer Satisfaction
Here’s a hard truth a lot of businesses miss: Customers don’t leave because of your product. They leave because of how it’s delivered. If your handoffs are clunky, wait times are long, or communication is inconsistent, your customer feels it, even if you’re doing everything else “right.” That’s why I always say: a great product […]
PDCA and Kaizen: Proactive Approaches to Process Improvement
Process improvement isn’t just about fixing problems after they occur. It’s about anticipating potential issues and continuously seeking ways to enhance processes before they break down. By identifying and eliminating inefficiencies, organizations can boost productivity, reduce costs, and elevate customer satisfaction. To stay ahead, organizations must adopt proactive approaches to process improvement. Two of the […]
