The Operations Mistake that's Killing Your Growth
I just wrapped up my first month as a Fractional COO for a growing brand, and I noticed something that might sound familiar...
Everyone was working hard. Getting stuff done. Moving things forward.
Thanks for reading Deacon’s Notes on Ops! Subscribe for free to receive new posts and support my work.
But it felt... disconnected.
You've probably felt this too. Your customer support team is overwhelmed while other teams have capacity. Some people seem to know everything while others are stuck in information deserts. And don't even get me started on all the places information is "documented."
Here's where most operations people get it wrong...
They immediately jump to creating more SOPs. More documentation. More processes.
But that's not the real problem.
The real problem is alignment and leadership.
Let me show you what I mean...
In my first month as COO, I discovered our customer support team was drowning while our affiliate team had capacity. Both teams needed to be product experts, but they were operating in completely different worlds.
The typical operations response would be to document more processes. Create more SOPs. Build more systems.
Instead, we focused on alignment:
We created ONE knowledge base that serves as the single source of truth. Not just another documentation folder - but the one and only place to look for answers.
We started cross-training team members in customer support. This wasn't just about spreading the workload - it was about building shared understanding and uncovering gaps in our knowledge base.
The result? We're building an incredibly valuable asset for the business. But more importantly, we're creating a team that works together, understands each other's challenges, and can step in to help when needed.
This is what real operational leadership looks like. It's not about creating more processes - it's about aligning your team to work as one cohesive unit.
And that's the difference between having someone who can document processes and having an experienced operator who can transform your business.
Too many businesses are stuck with siloed teams, overwhelming documentation, and frustrated employees because they're focusing on the wrong solution.
If this resonates with you - if you're feeling the pain of disconnected teams and wondering why more documentation isn't fixing the problem - let's talk. Reply to this email and tell me about your business challenges.
To your growth,
Deacon
Thanks for reading Deacon’s Notes on Ops! Subscribe for free to receive new posts and support my work.