Right Thing, Wrong Way
In business, good intentions don’t guarantee good results.
Many teams set out to do the right thing - improve customer service, tighten operations, grow profit - but still fall short. Not because they chose the wrong goal, but because they executed it the wrong way.
Good Idea, Bad Process
Here’s a common example:
A company decides to “improve communication.” Leadership rolls out a new meeting rhythm, adds tools, and encourages openness. But within weeks, people are meeting more and accomplishing less. The problem wasn’t the idea, it was the process.
They added activity instead of clarity.
Processes translate intent into results. Without them, even the right goals create confusion and inconsistency.
Why Process Matters
Processes do three things exceptionally well:
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Create consistency – Everyone knows how things are done.
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Expose gaps – When results slip, you can see where the system broke down.
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Free up leadership time – You stop managing chaos and start improving outcomes.
Strong processes don’t slow you down; they keep you from having to fix the same problems twice.
A Leadership Reminder
When something isn’t working, don’t just ask what went wrong...ask how it was done.
Most of the time, the issue isn’t the decision itself but the lack of a clear, repeatable way to carry it out.
Doing the right thing is only half the job.
Doing it the right way is what builds scalable, reliable results.
Processes may take more time to create and manage initially, but they save you 10X time down the road (and allow 10X growth).
Ryan Giles
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