Hi Reader,
Have you ever felt like you can't get anything done because your team constantly interrupts you with questions they should be able to answer themselves?
I lived this reality every day at our insurance agency. My business partner and I became the ultimate bottleneck – our staff depended on us for nearly everything, from basic client inquiries to routine policy procedures. The phone never stopped ringing, and we prided ourselves on providing exceptional service.
But here's the brutal truth: this "hands-on" approach was actually killing our profitability.
We were spending excessive time servicing low-commission clients, trapped in a cycle where we couldn't focus on growth because we were too busy answering the same questions repeatedly. Our team wasn't developing independence, and we were exhausted.
The Breaking Point
The wake-up call came when we analyzed our books and discovered that most of our policies were barely profitable or actually losing money due to our service costs. Something had to change.
I realized we needed to make two critical shifts:
- Get clear about which clients and policies we actually wanted
- Empower our team to operate autonomously
These two changes were inseparable. If we wanted to pursue more profitable business, we needed our team handling day-to-day operations without constant intervention.
The Transformation Process
Step 1: Clarity First
We defined exactly which types of clients and policies aligned with our growth goals. This allowed us to start saying "no" to business that didn't fit our model – an initially uncomfortable but necessary step.
Step 2: Document Everything
I created comprehensive, step-by-step guides for every sales, service, and retention process in our agency. This wasn't just about efficiency – it was about creating a foundation for independence.
Step 3: The Question Revolution
This was the game-changer. When team members came to me with questions, I started responding with questions like:
- "What do you think would make the most sense here?"
- "What information or resources might you need to answer that question yourself?"
- "If I weren't available, how would you approach this situation?"
At first, this approach met resistance. Team members wanted quick answers, not more questions. Clients were waiting! But I remained committed to the process.
The Surprising Results
Within weeks, something remarkable happened. Our team began checking the process guides before coming to us. When they did have questions, they'd arrive with potential solutions already formulated.
The constant interruptions decreased dramatically. My business partner and I found ourselves with hours – actual hours! – to focus on strategic growth initiatives. We started actively pursuing our ideal client profile, and our profitability per policy steadily increased.
Most importantly, our team became more motivated, confident, and engaged. They took ownership of their work in ways they never had before.
How You Can Implement This Approach
Creating documentation isn't the hard part – consistently implementing a question-based leadership approach is the real challenge. It requires:
- Preparation: Document your core processes clearly and accessibly
- Patience: Resist the urge to provide quick answers when questions arise
- Persistence: Maintain your questioning approach even when it feels slower initially
- Perspective Shift: Focus on team development rather than task completion
This final point is crucial. When you're facing immediate client needs, it's tempting to prioritize speed over development. But this short-term thinking keeps you trapped in the bottleneck cycle.
Building Your Question Muscle
Shifting from answer-provider to question-asker doesn't happen overnight. It's a leadership muscle that requires consistent exercise to develop.
This is where coaching becomes invaluable. A business coach provides accountability and guidance as you develop this new approach, helping you navigate the inevitable resistance and setbacks.
In my own journey, having a coach made the difference between temporary improvement and lasting transformation. They helped me stay committed when it would have been easier to fall back into old habits.
Take the Next Step
If you're ready to break free from being your team's answer machine:
- Book a Coaching Discovery Call: Let's discuss how 1:1 business coaching can help you implement this approach in your specific business context. During this 30-minute call, we'll identify your biggest roadblocks and create an initial action plan.
- Consider Done-For-You SOPs: If you need help documenting your processes, we can create comprehensive standard operating procedures tailored to your business.
Stop being the bottleneck in your business. Start asking the questions that will transform your team and your profitability.
What's Your Experience?
I'd love to hear from you. Have you experienced being your own bottleneck? What strategies did you find worked to break free? Reply to this email and let me know.
Until next time,
Anais
P.S. You can read this article on my blog along with previous posts that cover different business and leadership topics. Check it out and let me know what I should write about next!
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"The quality of your life is determined by the quality of the questions you ask." — Gary Tuerack
