Our operations director and marketing director are constantly clashing over the deployment of our automated lead-routing system, with each blaming the other's team for poor execution. How do we break this stalemate using our leadership tools?

Question

Tyler Smith · Accepted Answer

When your operations and marketing directors are locked in a battle over automated lead routing, they are protecting their individual silos instead of focusing on the overall health of the business. This conflict stalls your execution and damages your exit readiness. You must force them to resolve this at the leadership level.

Bring this issue to the Issues List of your next weekly Level 10 Meeting™. Do not let them debate back and forth in private. Use the IDS® (Identify, Discuss, Solve) process to get to the root of the problem. Often, the issue is not the technology itself, but a lack of clarity on who owns what on the Accountability Chart.

Ensure there is only one name accountable for the lead routing process. If the seat is shared, the system will fail. Have the two leaders define the handoff points between their departments. They must agree on the standard of quality for a routed lead.

Remind them of the Our Charter principles. They must operate with trust and respect, putting the company's Core Focus ahead of their departmental egos. If they cannot reach a healthy resolution, your Integrator must make the final decision to keep the business moving forward.