Stop Focusing on the Wrong Things: The One Word That’s Sabotaging Your Team’s Success

At Leverage Consulting, I’ve spent years coaching teams and leaders, and one truth has stood out time and again: most teams are focused on the wrong thing. It’s not intentional—they mean well. But the reality is that they’re often chasing the symptoms of a problem instead of the root cause. And that misplaced focus can cost your business time, energy, and, most importantly, results.

Let me explain with a simple example: imagine hitting your hand with a hammer. The immediate reaction is pain, but the problem isn’t the pain—it’s the hammer strike itself. Focusing on alleviating the pain without addressing the behavior that caused it ensures the cycle continues. In business, this shows up when teams focus on the fallout—like a patient’s frustration—rather than the behavior or systems that created it.

The Real Problem Is Not the Patient’s Attitude

Take this common scenario: a team member complains about a patient’s attitude. But was it really the patient’s attitude? Or was it how we interacted with them? Too often, we jump to conclusions, defending our “policy” instead of taking ownership of the experience we created. And here’s the kicker: the word “policy” is often at the heart of the problem.

Why “Policy” Is a Dirty Word

Think about the last time you were told, “It’s our policy.” Did it make you feel cared for? Respected? Valued? Or did it make you feel dismissed, like your concerns didn’t matter? Patients don’t care about your policies. They care about their experience. They care about how you make them feel.

When teams rely on “policy” to end a conversation, it’s the equivalent of pouring gasoline on a fire. It shuts down communication, escalates frustration, and creates an adversarial relationship. Even worse, it absolves the team of the responsibility to solve the real problem.

The Challenge for 2025: Eliminate “Policy”

Here’s a challenge that could fundamentally transform your business in 2025: eliminate the word “policy” from your team’s vocabulary. It sounds simple, but I promise it will be harder than you think. Why? Because it forces your team to change their mindset, their approach, and their scripting.

Instead of hiding behind “policy,” they’ll need to ask better questions, empathize with patients, and find solutions. They’ll have to focus on the experience—not just the process.

One Small Change, Colossal Results

This single shift could result in colossal positive changes for your business. Patients will feel heard and valued. Your team will build stronger relationships. And the entire culture of your practice will shift from reactive to proactive, from transactional to transformational.

So, here’s my advice: stop focusing on the wrong thing. Stop chasing symptoms and start addressing the root cause. And for the love of your patients, your team, and your bottom line, eliminate the word “policy.”

The challenge is set. Will you rise to meet it?

At Leverage Consulting, we help practices break old patterns and create new futures. Let’s make 2025 the year your team starts focusing on the right things—and achieving the results you’ve always wanted.