The Most Frustrating Employee on Your Team Might Be Right

Do you have an employee who challenges how things are done? They’re not rude. They’re not underperforming. In fact—they might be one of your best people. But they don’t follow the script. They question processes. They push back. They sometimes bend the rules—especially when they believe it’s in the best interest of the customer. In this episode, we unpack a powerful leadership question: Are they the problem… or are your rules? You’ll learn how to distinguish between problematic behavior and valuable disruption—and how great leaders use these moments to improve their business instead of shutting people down. What You’ll Learn: The difference between a problem employee and a nonconforming high performer Why rule-breaking sometimes signals broken systems How outdated or “comfort” rules hold businesses back The connection between process, efficiency, and customer experience A simple framework to evaluate when to enforce rules—and when to rethink them Key Takeaways: Not all rule-breaking is bad—sometimes it’s innovation High performers often prioritize outcomes over rigid processes If your systems don’t serve the customer, your best employees will challenge them Leaders must learn to get curious before correcting behavior Reflection Questions: Do I have someone on my team who challenges how things are done? Have I labeled them as difficult instead of valuable? Are my processes designed for outcomes—or just for control? If my team followed every rule perfectly… would we actually be better?   If this episode hit close to home, it might be time to take a deeper look at your systems and leadership approach. I offer a 90-minute Leadership & Operations Audit where we: Evaluate what’s working (and what’s not) Identify blind spots Build a clear path forward. Because sometimes the problem isn’t your people—it’s the way the business is built.