Scaling The Right Systems That Your Team Say YES To with Keith Lee and Tommy Mello

Build systems your team helps create so they'll actually say yes. Instead of top-down 'management by objectives,' get the stakeholders who have to implement a process involved up front — they'll design a better way than you can alone, and they own it because they built it.

Run monthly personal development interviews with every team member. Ask a consistent set of questions — what did you find broken or that could be improved, what did you do to fix it, and what else would you like to talk about — to turn negatives into positives and surface issues before they grow.

Catch people doing things right. Keith's whole management system is built on recognizing positive behavior rather than firefighting mistakes, which is how his company earned its 'world's greatest customer service' reputation.

Document everything, but don't get nitpicky. Write down exactly how work gets done so onboarding and retraining stop eating your time — use short screen-recorded videos (tools like Snagit) since people absorb process far better through video than text.

Empower the team to fix problems within guidelines. Keith personally guaranteed satisfaction and gave out his direct line; paired with clear systems and empowerment, the team could make it right without chaos.

Reinforce customer-service expectations continuously. One-time training fades; weekly emails and reminders with a small customer-service tidbit keep standards high week after week.

The right systems plus the right people compound. Pigheaded discipline, consistent measurements that lead to the outcomes you want, and documented systems are what let a business run better without the owner in the room.