The Hidden Competitor That's Stealing Your Revenue

Why do so many deals stall when the problem is clear, the pain is obvious, and the ROI is undeniable?

It’s not the budget. It’s not the competition.

It’s the workaround...the short-term fix your prospect has normalised because it feels easier.

Goldratt’s Theory of Constraints (TOC) explains this perfectly:

“It’s not unusual to find that the accepted solutions, which do not work, are solutions of compromise. Our observation is that whenever a core problem is confronted, it turns out that the core problem was already intuitively very well known (even though not necessarily well verbalised) and already compromising solutions were implemented in a futile attempt to solve the problem.”

Workarounds arise when people hit constraints - be it inefficient processes, broken tools, or poor systems. Instead of addressing the root problem, they take the path of least resistance and create improvised solutions.

In fact, the Theory of Workarounds describes this as:

“An informal deviation from formal processes or systems to meet a goal, often bypassing policies or designed workflows.”

But here’s the danger: Workarounds don’t solve problems. They sustain them.And over time, they cause invisible havoc.

Why Workarounds Happen

From a behavioural psychology perspective, workarounds are attractive because humans take the path of least resistance.

When systems fail or processes slow teams down, the instinct is to find the quickest, easiest route to get things moving again.

Workarounds become normalised because:

• They feel comfortable and low-risk.
• Teams get used to “doing it this way.”
• Leaders underestimate the long-term consequences of sustaining them.

Workarounds feel good because they’re:

• Timely: A quick fix to keep things moving.
• Low Cost: On the surface, they’re “free.”
• Comfortable: They require the least amount of change.

The result? Teams bypass policies, create informal systems, and stretch processes beyond their original capabilities.

This behaviour forms shadow systems - workflows and habits that exist outside of what was originally designed.

Here’s the kicker... Once people get used to the workaround, it becomes the new “normal.” Change becomes even harder.

The Hidden Havoc of Workarounds

While workarounds appear harmless, they cause invisible damage over time:

Behavioural Impact

• Workarounds change how teams work, communicate, and make decisions.
• They normalise inefficiency: “It’s just how we do things here.”

System Impact

• Workarounds create shadow systems - informal processes or tools outside the formal system.
• Over time, this leads to data fragmentation, errors, and poor decision-making.

Process Impact

• Policies are bypassed. Compliance and quality control suffer.
• Teams are no longer aligned.

Cost Impact

• Workarounds often seem “cheap” because the real price—time, productivity, and revenue—is hidden.
• Eventually, they break down under the weight of growth.

How Reps Can Spot and Eliminate Workarounds

The key for sales reps isn’t just to see the symptoms but to:

1. Identify the core problem.
2. Search for the workaround.
3. Surface the unsustainable point.
4. Articulate the consequences.

Here’s how to do it:

Identify the Core Problem

Start with this mindset: If a problem has persisted, there’s probably a workaround in place.

Questions to ask:

• “How are you currently managing this issues, challenge or opportunity?”
• “What solutions have you tried so far?”
• “What’s working well? What’s not?”

You’re looking for:

• Manual processes.
• Shadow systems (e.g., spreadsheets, unsanctioned tools).
• Signs of bypassed policies.

Why this matters: Workarounds tell you that the problem is real, but the prospect hasn’t yet found a sustainable solution.

As the Theory of Workarounds highlights, these fixes may seem like solutions, but they’re often built in response to poorly functioning systems or processes.

Search for the Workaround

If they haven’t mentioned a workaround yet, educate them on common fixes you’ve seen.

For example:

• Behavioural Workarounds: Teams skip official processes and rely on “unwritten rules.” Example: Instead of following a system-driven approval process, managers approve things over Slack.
• System Workarounds: Tools are stretched beyond their designed capabilities. Example: Spreadsheets replacing CRM workflows because “it’s quicker.” I know a Company that manages all their client relationships and licence information on a separate document outside of the core CRM. 🫠
• Process Workarounds: Policies are bent or broken to save time. Example: Staff bypass ticketing systems and “just email IT.”
• Cost Workarounds: The cheapest fix is chosen, ignoring long-term costs. Example: A manufacturing team waits for machines to fail instead of investing in preventative maintenance.

By surfacing the hidden costs and risks, you help prospects see the constraint for what it is - and how their workaround is only delaying the inevitable.

Surface the “Unsustainable Point”

Most prospects don’t recognise the long-term cost of their workaround. Your job is to help them see when it stops being viable.

Ask questions like:

• “How much longer can this way of working scale?”
• “What happens if this process breaks during a critical time?”
• “What kinda of work has been done to estimate the cost of continuing like this for another 12-24 months?” (it's probably none. However, now you've planted a seed - thank me later!)

Your goal is to trigger a realisation: The workaround isn’t sustainable.

Articulate the Full Consequences

Be ready to clearly explain the hidden costs of workarounds. Frame the conversation around:

• Time: How much time is wasted on this manual, inefficient process?
• Risk: What happens if the system breaks or data is lost?
• Scalability: How does this “fix” handle growth?
• Revenue: How much opportunity is being lost?
• Resources: How much resource - both internal and external - is dedicated to this workaround?

Then, introduce a future state where the constraint is eliminated entirely.

Example:

“Imagine if fraud detection didn’t rely on manual reviews and could scale automatically - reducing time, costs, and errors.”

Let's look at some examples

A SaaS Company’s “Manual Onboarding Fix”

The Problem: Customers struggled with onboarding.

The Workaround: “We have a team manually guiding every client.”

The Hidden Cost:

• Time wasted on inconsistent processes.
• Customers dropped off due to delays.
• Churn increased.

The Unsustainable Point: As the company grew, onboarding couldn’t keep up - customers were being lost faster than they were acquired.

The Solution: An automated onboarding system that eliminated delays and improved customer satisfaction.

Takeaway for Reps

Workarounds are a survival mechanism. They’re quick, cheap, and comfortable.

But they’re also:

• Unsustainable.
• Inefficient.
• Costly in ways prospects often can’t see.

Your job is to:

1. Identify the workaround.
2. Surface its hidden costs.
3. Show the prospect a constraint-free solution.

As Goldratt’s Theory of Constraints teaches us:

“The constraint isn’t a barrier - it’s the key to driving meaningful change.”

Question for You: What workarounds are you seeing in your industry? How are you helping prospects confront them?

Let’s discuss below

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