Everyday Run State: ConnectWise Edition

When Process Improvement Gets Undone (and What to Do About It)

One of the biggest roadblocks to better workflows isn’t a lack of tools or time.
It’s the quiet return of:

“That’s how we’ve always done it.”

Even when you’ve rolled out a more efficient process -maybe you've cleaned up how tickets are triaged, improved purchase approvals, or standardized project checklists - some team members will instinctively revert to the old way. Why?

Because they don’t know why the new way matters.

🔁 The Real Problem Isn’t Resistance—It’s Unclear Reasoning

In operations, this is the tension between process standardization and process improvement.
Yes, people like structure. But they’re more likely to protect a process they understand than one they’ve been asked to adopt without context.

If the “improvement” feels like extra work or isn’t clearly tied to a business result, it’ll get undone. Silently. Repeatedly.

🧠 Common Places This Shows Up in ConnectWise:

  • You optimize ticket statuses or boards… but techs still manually reassign everything

  • You implement purchasing approvals… but someone keeps bypassing the process

  • You add a new field to track licensing data… but no one fills it in

The change may be better, but if the “why” isn’t clear and repeated, it won’t stick.

🛠 Try This Today (Just 5 Minutes):

Think about one process you’ve recently improved or tried to clean up - big or small.

Then ask:

  • Have I explained why we made this change?

  • Does my team understand how it improves accuracy, margins, or time?

  • Am I expecting buy-in… without ever making the case?

Bonus: Instead of policing the process, share the reasoning again. Walk someone through what the old way caused - and what the new way avoids.

Processes don’t improve just because they’re cleaner.
They improve because people understand why they matter.

🆕 Run State Resources

Each week, I’ll share one quick tool or workflow tip that helps your ops run smoother without adding extra weight.

This week’s pick:
🎥 Loom – My go-to for quickly walking someone through a new or updated process.

✅ It’s great for explaining the why behind a change
✅ You can record a quick screen share + voiceover
✅ And the Loom AI tool now turns your recording into a written SOP you can save, edit, and share with your team

If you’re tired of repeating the same instructions (or worse, watching your improvements quietly disappear) this is your fix.

What’s a change you’ve made recently? Why did you do it - and did it stick?

Let me know!

-Monica