I have successfully built our leadership team and filled the seats, but my frontline employees still bypass them and come directly to me with problems, and my leaders are getting frustrated. How do I break this habit and establish proper boundaries?

Question

Tyler Smith · Accepted Answer

Frontline employees run to you because you have historically rescued them, and you are likely still letting them do it. Every time you answer a bypass question or solve a problem for a frontline employee, you undermine your leadership team's authority and keep yourself trapped in the day-to-day operations.

To break this habit, you must implement a strict redirection policy. When an employee comes to you with an issue that belongs to one of your leaders, do not solve it. Ask them if they have discussed it with their manager. If they have not, direct them to do so immediately.

Next, talk to your leadership team. Apologize for your past behavior and clarify the boundaries on the Accountability Chart. Empower them to own their seats completely. If an employee tries to bypass them, the leader must address it with the employee directly, reinforcing that the manager is the decision-maker.

This discipline is crucial for your sanity and your eventual exit. A buyer will not acquire a company where the founder is still the ultimate customer service rep or operations manager. Force the communication back through the proper channels so your leadership team can lead and you can focus on the big picture.