Last week I was on a call with a founder who'd had two bad client conversations in the same week.

One client was churning. Another had just cut their scope by 40%.

He came into the call convinced it was a people problem. His account manager wasn't performing. Had known it for months, he said. Kept managing around her, hoping things would stabilise.

We spent the first 20 minutes unpacking it.

And what became clear pretty fast was that the AM wasn't the root cause. She'd never been given a clear brief on what "performing" actually looked like. No handoff process. No decision rights. No way of knowing what she was supposed to own versus escalate.

He'd diagnosed a talent problem.

He had a systems problem.

And here's the thing - he wasn't wrong that the AM wasn't performing. But firing her and hiring someone else into the same undefined role would have bought him maybe 6 months before the pattern repeated.

I've seen this enough times now that I built a simple 2x2 matrix to help founders figure out which type of problem they're actually dealing with.

So where does the problem exist?

In your people?

Or in your systems?

The matrix forces a diagnosis before a decision.

Because the decision can be exactly right... and still make things worse.

Restructuring won't fix an unclear process. Better tools won't fix someone in the wrong role. The treatment logic only works if the diagnosis is accurate.

Most founders are working hard. Making rational calls. Taking real action.

Just on the wrong reading of what's actually broken.

Have a good weekend.

— Romans

P.S. If you want the 2x2 - reply "MATRIX" and I'll send it over (including the short video explaining it).