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 […]
Embracing the Stabilization Period for Lasting Change
In operations, there’s nothing quite like the rush of launching a new process. After weeks, sometimes months of careful planning, building systems, and training teams, everything builds toward that much-anticipated “golive” date. It feels like a finish line we’ve been racing toward. However, as we emphatically learned in our recent 12-week Ops Edge course, the […]
Stop Chasing Chaos: How to Build Sustainable Change
If you’re constantly fighting fires, chasing down the latest urgent issue, and feeling like every process change collapses halfway through—you’re not alone. I’ve seen this cycle play out across service-based businesses of every size. You launch something with energy and good intentions… and then the scope balloons, priorities shift, and suddenly your team is exhausted […]
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 Real Reason Your Processes Aren’t Sticking
Many teams face resistance when adopting new processes. You’ve mapped every step and trained your team, but two weeks later, people are still doing things the old way. Projects stall, and your team is confused. The truth is, it’s not the team or the documentation that’s the problem—it’s the rollout. Download the GoLive Checklist It’s […]
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 […]
Why Smart Teams Stall Decision-making (and How to Fix It)
Here’s something I see all the time: A team that’s smart, committed, and motivated, but constantly waiting on decisions. It’s not a leadership problem. It’s a structure problem. Without clear decision-making paths, people hesitate. Things get stuck. Work slows down. And the business suffers not just internally, but in how it serves its customers. 👉 […]
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 […]
Improve Team Collaboration & Handoffs with Process Improvement
Miscommunication isn’t just annoying—it’s expensive. And if your team struggles with dropped balls or clunky handoffs, you’re not alone. Start here: 👉 Download this free guide: Streamlining Handoffs It walks you through how to identify misalignments, document workflows, and improve collaboration between teams. Take this for example: I saw one company’s teams trying to manage […]
Fix the Right Thing: Prioritizing Process Improvements for Maximum Impact
It’s not unusual for companies I work with to come to me with a list of 50 process problems. I get it. When you finally take a hard look at your operations, everything starts to look broken—onboarding, sales handoffs, reporting, communication, you name it. But here’s the truth: You don’t need to fix everything. You […]
