The System vs. The Person: A Business Dilemma

I was in a meeting the other day when a client asked me, “Should I create the system for the person or coach the person to use the system?”

Now, I know what you’re thinking – “Sure, Stephanie, that really happened.” But I promise you, it did, and it led to a conversation I thought may be helpful to share.

The Scenario

This client runs a growing company that’s seen an increase in both staff and revenue over the past year. They have some systems and processes in place, but some clarity is needed in roles and processes to decrease confusion. We were discussing their project management system and a common issue: some staff members weren’t updating it as required for the team’s success.

As a result, tasks weren’t being checked off, leaving the CEO stressed and uncertain about what had been completed.

The Million-Dollar Question (Or at least Thousand-Dollar Question)

So, the CEO asked me:

“Do I need to adjust the tool so the person will use it, should I not hold the person to using it, or do I need to coach the person to the system?”

Before I share my advice (based on the company’s goals), I thought it would be good to think through each of these options:

1. Adjust the tool so the person will use it:

This approach could involve customizing the current project management system to better fit the working style and preferences of the team member. If you do this the person adopting the tool will likely increase and may lead to a more user-friendly system. But it could create inconsistency across the organization and you may have to make frequent adjustments as team member preferences change.

2.  Not holding the person to using the project management tool

 If you go this route, you will reduce any immedaite conflict that you feel towards the employee, but in the end, this is going to lead to more stress. It would make tracking progress and managing tasks more difficult for not only the CEO but the rest of the team.

3. Coach the Person:

Coaching of the individual is not only about training the system, but also casting a vision as to why using the tool is important. By using the tool in place, it ensures everyone is on the same page and creates consistency in the organization. Sharing the importance of using the tool for the good of the organization is important. It can also include coaching the person to find a time of day (beginning, middle, or end) when it becomes a habit to update all open tasks in the project management system. 

My Advice

While a combination of these options might work for some organizations, my advice was to focus on coaching the person and to use these three points.

1. Cast vision as to why using the tool is important: When you cast a vision for why the tool is important, it helps create greater buy in.
2. Coach them on how to use the tool: You are able to work with team members to develop a plan for when to use it (whether updating each task as they go or batching updates once a day).
3. Share why it is important logistically: Sharing with the team member that with 10+ people using the tool, consistent use leads to greater success for both the organization and each team member.

The Bottom Line

When you’re scaling a business, clarity and consistency are key. By coaching your team to use your systems effectively, you’re not just solving an immediate problem – you’re setting your business up for long-term success. Clarity in systems and creating consistency in processes is key when scaling and growing a business.

What do you think? Have you faced similar challenges in your business? I’d love to hear your thoughts and experiences in the comments below!

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Ways to Work Together

If you are feeling trapped in your business and not experiencing the freedom you want, here are the two ways we can work together.

One-on-One: Ready to create a business that allows you the freedom you want? We are passionate about our custom solutions and systems for your business. Our approach takes your industry, your unique disposition as a business owner, and your emerging definition of success, and we develop a unique to you plan to move you towards loving your business again. Click the link above to set up a call identify your goals, discuss your current roadblocks, and to ask any questions about working together. 

Business Roadmap: This is for the business owner who needs help on what the next thing is to do, and the next 5 steps after that. You don’t need another social media course, email funnel, or sales strategy, but a plan specific to you and your business. You’ll gain clarity on where your business is at, create a plan, you’ll know what to do and what to ignore, along with the resources you need. In the end, you will take that plan and implement, saving you thousands of dollars and years of headache.

A third way, and I know I only said two, but sometimes I can’t help myself. If you are feeling stuck and are in need of resources, reach out. I am happy to point you in the right direction and even provide an asset of my own to help you move forward.

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