The Secret to Business Systems that Stick

Why do some businesses seem to excel effortlessly while others constantly battle with inconsistency?

It’s because it’s not just about having great systems; it’s about making those systems stick.

Take McDonald’s. Their success isn’t about their burgers and fries – it’s about their delivery of the same quality and service across thousands of locations.  How do they pull it off?  Through rigorous training, continuous feedback, and a culture that prioritises following the system – the McDonald’s Way of doing things.

The reality is simple: even the best system will fail if people don’t stick to it. So why do systems fall apart and how you can ensure they don’t?

The Illusion of a 'Perfect System'

Many owners believe that once they’ve designed a flawless system, their work is done. They implement it, give a brief walkthrough, and expect it to run like clockwork. Then the problems start—missed steps, inconsistent performance, and ultimately, unhappy customers.

Why does this happen? Because even the best system depends on people executing it properly. If they don’t stick to the system the whole thing unravels.

Think about your customer service. You might have a step-by-step guide for handling complaints, but if your team follows it only some of the time, customers will get wildly different experiences. Inconsistency like that erodes trust – fast.

Take McDonald’s again. Their real secret sauce isn’t their operational systems it’s their investment in their Sticky Systems – training and feedback. They make sure that every employee knows and follows the McDonald’s Way – no matter where they are. That’s what makes the business consistent and scaleable.

Training: The Foundation of Consistency

Think about learning to drive. You don’t just read the manual and jump into a car. You need lessons, practice, and constant feedback to master it. The same goes for any system in your business.

Training is essential because it transforms a system from a set of instructions into second nature. But here’s the thing – it’s not a ‘do once and it’s done’ event. Training needs to be ongoing to ensure everyone stays on track.

Think about how pilots are trained. They don’t simply skim through a manual and hop into a cockpit. They undergo rigorous, repeated practice—logging hours in simulators and flying under supervision. Feedback is constant, and only after proving their competence do they fly solo.

Repetition is critical too. Habits form through repeated action, and systems are no different. Regular training ensures your team doesn’t drift away from ‘your way’ over time.  So, if you’re struggling with consistency, your training system is a good place to start.

Feedback: The Glue That Holds It Together

Even the best-trained team can lose their way without feedback. Training sets the foundation, but feedback keeps everything aligned. Feedback acts like a GPS. It shows people when they’re on the right track and gently corrects them when they stray off course. Positive feedback reinforces good behaviour, while constructive feedback helps improve performance without making people feel criticised. How often are you giving actionable feedback to your team? If you’re not doing it regularly, your system might already be off course.

Building a Culture of Accountability

Systems stick best when they’re supported by a culture of accountability and continuous improvement. This isn’t about micromanaging—it’s about getting your people to take ownership. When team members feel personally responsible for their roles, they’re more likely to follow the system and even suggest improvements. Mistakes should also be reframed as opportunities to learn. Look at Toyota’s “Kaizen” philosophy. They focus on continuous improvement through small, incremental changes. Mistakes aren’t punished but are seen as a chance to refine the process. This culture keeps their systems strong and adaptable. How can you shift your organisation’s mindset to prioritise long-term consistency over quick fixes?

Final Thoughts

A system is only as good as the people using it. If you want your systems to STICK, you need three key elements: training to lay the foundation, feedback to maintain consistency, and a culture of accountability to keep it all together. Whether you’re running an accountancy firm or a landscaping business, the formula is the same: train your team, give them feedback, and watch them thrive. So, what’s next? Take a close look at your current training and feedback systems. Are they keeping your team working to ‘Your (business) Way’ of doing things? If not, now’s the time to invest where it truly matters. Let’s make your systems work—not just in theory, but in practice.