Will Kelly runs three lawn-care locations doing $1.6 million annually. New leaders can't see what great looks like because owners hold tacit knowledge in their heads. Show them visually what you expect, not just tell them, and culture problems disappear faster than discipline ever will.
is the gap between what you know and what your leaders know is too big. Here's what I've learned running 3 locations doing $1.6 million in annual revenue. You have the knowledge inside of your head that your leaders don't have access to. You've been in this business longer. You know what a 5-star service looks like. You know what cutting corners looks like. You know why truck cleanliness matters, because a dirty truck tells the customer you're sloppy before you even touch their lawn. But your new leader doesn't have that experience yet. So when they see something that doesn't meet your standard, they might not even recognize it in the moment. This is why clarity kills culture problems faster than discipline ever will. When a leader doesn't know what great actually looks like, no amount of pushing them harder is going to fix it. They need to see it, not hear about it. See it.
