Are Things Slipping Through the Cracks?

If you’re like most small business owners I’ve worked with, you probably find yourself wondering how it is that no matter what you say or do to clearly communicate, motivate and reward people, there is always someone who ‘drops the ball’. Oftentimes, the common REACTION is to consider such ‘bad behavior’  as either intentional, or simply unintentional neglect, oversight, or  just attitudinal.

In fact those might be the cause; however, my experience is that the most common reason is SYSTEMIC. In other words, the people don’t have the right systems in place or don’t use them – to avoid such ‘slippage’.  W. Edwards Deming, noted international consultant, made this point by saying “… the fault lies not within the people, but in the systems they use.”

This is not to excuse people from the responsibility of their assigned duties, but it helps us to focus on what is usually the ‘cure’ to most
‘slippage’ situations I have seen. Oftentimes, ‘lack of training’ is a part of the ‘system’ that is missing. Likewise it may be the lack of ‘reminder’
systems; e.g. something as simple as a calendaring or contact management system… or the failure to use it!

All that being said, I believe the root cause begins with the mindset of the owner and/or the individual who is allowing things to slip.  I was once given a lesson by a former boss (who eventually made me his partner) that “People do what you INspect… not what
you EXpect.” At first I thought he meant I had to micromanage everything I delegated. What he meant was that there is a combination of things needed to avoid things slipping through the cracks: mindset, processes and systems.

So I always recommend that everyone adopt the concept of ‘delegation’ (still owning the responsibility for the outcome) as compared to ‘relegation’ (washing your hands TOTALLY of it). Equally important, make sure you have a system in place that will provide periodic ‘follow up’ and/or feedback. This is especially true when you are working with someone with whom you have not had a lot of experience. No sense learning the hard way!

You can learn more about this (especially in the section dealing with personality types) in my book, Set Yourself Free – How to Have A Thriving Small Business… And Enjoy It! because personality type is also part of the ‘human system’ that you need to work with.

If you want to learn more about this subject, I hope you will take feel free to call me at 518.369.7101 or email me at:


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