If I had a dollar for every time a business owner said this to me, I could retire tomorrow.
“Greg, how many more times do I have to tell them the same thing?”
I get it. You’ve explained the process a dozen times. You’ve sent emails. You’ve had team meetings. You’ve even put it in writing. But somehow, your team still isn’t getting it.
Here’s what I learned from managing 20+ people in my mortgage company: The problem isn’t your team’s memory – it’s your communication system.
The Michigan Manufacturing Story
Last month, I was working with a family manufacturing business. The owner, let’s call him Mike, was frustrated beyond belief.
“I’ve told my production manager how to handle quality issues at least 50 times,” Mike said. “He just doesn’t listen.”
So I asked Mike to walk me through exactly what he told his production manager. For the next 10 minutes, Mike gave me a detailed explanation that covered:
- Quality standards
- Customer requirements
- Cost implications
- Timing considerations
- Vendor relationships
It was comprehensive. It was logical. And it was completely overwhelming.
Mike wasn’t giving instructions – he was doing a brain dump.
What I Learned from My Own Mistakes
In my mortgage business, I made this same mistake constantly. I’d explain something once and expect my team to absorb 20 years of experience in one conversation.
Here’s what changed everything: I stopped explaining and started systematizing.
Instead of saying “Make sure you get all the documents upfront,” I created a checklist that showed:
- Exactly which documents we needed
- Why each one mattered
- What happened if we missed it
- How to ask for it professionally
The result? My team went from asking me the same questions every day to handling complex loans without my input.
The Three-Step Fix
Step 1: Get it out of your head
Write down the process exactly as you do it. Every step. Every exception. Every “obvious” detail.
Step 2: Test it with fresh eyes
Give your written process to someone who’s never done the task. Watch them try to follow it. You’ll be amazed at what you forgot to include.
Step 3: Make it living documentation
Every time someone asks a question, update the process. Soon, you’ll have bulletproof systems instead of repeated explanations.
The Bottom Line
Your team isn’t ignoring you – they’re drowning in information without context.
The solution isn’t to explain it better. It’s to build systems that make the right choice the easy choice.
What’s one process you find yourself explaining over and over? Start there.
Have a process that’s driving you crazy? Let’s talk about it. Sometimes all you need is a fresh perspective to see the solution that’s been right in front of you.