In any organization, it’s tempting to blame employees when things go wrong. When service is slow, when customers are unhappy, or when quality drops, the focus often shifts to the staff. However, the truth is that most team failures are actually leadership failures in disguise.
A Simple Example from a Resort
Recently, during a visit to a resort, a storm rolled in while guests were eating. Strong winds sent glasses flying and created some chaos in the dining area. The staff appeared frozen, unsure of how to respond quickly or safely.
Some guests assumed the staff was just being slow or inattentive. But having worked in hospitality before, I saw it differently. This wasn’t a case of laziness or carelessness. It was a lack of preparation.
The team clearly hadn’t been trained for situations like that. And that’s not on them, that’s on whoever is leading the operation.
Why Training Matters More Than Reaction
You can’t expect people to perform well in high-pressure situations if they’ve never been shown how. No one performs better than their level of preparation.
If the team freezes during a storm, the issue isn’t their attitude. It’s that leadership failed to prepare them. The responsibility for performance always starts higher up.
It’s Not Always a Hiring Issue
Many leaders assume poor performance is the result of bad hiring. But often, it’s not that the right people aren’t available, it’s that the role isn’t attractive enough, or the training and support aren’t there.
If your team is struggling, ask
- Were they trained properly?
- Do they have the right SOPs and tools?
- Are expectations clear?
- Is feedback consistent?
Without these basics, even talented employees will fall short.
Founders Don’t Need to Do Everything
In many businesses, especially small or growing ones, the founder starts out doing most things themselves. Over time, they bring in others for support, but they struggle to let go of control.
That mindset leads to micromanagement and slow growth. Real leadership means trusting others, building systems, and allowing the team to take ownership. It’s not about doing everything, it’s about enabling others to do great work without needing constant input.
Culture Has to Be Built, Not Assumed
Culture isn’t something that happens automatically. It needs to be communicated clearly and reinforced through systems and leadership behavior.
Leaders need to show, explain, and train people on what’s expected, not just once, but consistently. That means documenting processes, providing feedback, and making sure everyone understands the “why” behind how things are done.
When people know what’s expected and why, they’re far more likely to succeed.
Leadership Sets the Tone
When the team performs well, credit should go to the people who did the work. Leadership may create the conditions for success, but the actual results come from the team’s execution.
On the flip side, if something is consistently going wrong, leaders need to take a closer look at their hiring, onboarding, training, and communication. Most of the time, team struggles trace back to gaps in leadership, not gaps in talent.
Strong leadership is about enabling others to succeed, not stepping in when they fail.
Here’s the full video if you’d rather hear it from me.
Video Coming Soon.