Business, like life, moves fast. It's hard to keep up with the changing needs of both customers and employees. In the Culture of Convenience™ podcast, host Jeff Kahler talks with experts from a variety of industries to discuss issues related to people, processes, technology, and operations.
Sometimes it takes an extraordinary moment to recognize something that's been there all along.
When a business faces an unexpected challenge, you quickly learn who you can count on. But the qualities that make someone dependable during a crisis don't suddenly appear when things go wrong. They've usually been there for years, demonstrated in small, everyday actions.
That's what makes Jeff Kahler's story about Charlene so powerful. During a brutal snowstorm, she walked to work with grocery bags wrapped around her shoes because she didn't have boots. Jeff hadn't expected her to show up, and he certainly hadn't realized how much he'd been overlooking her contributions.
But the real lesson wasn't about that one extraordinary act. It was about everything that came before it.
Charlene hadn't suddenly become a valuable employee that day. She'd been one all along. The storm simply made her value impossible to miss.
And that's where leaders need to pay attention. If it takes a crisis to recognize someone's loyalty, reliability, or commitment, what have you been missing during the ordinary days?
You shouldn't have to wait for something to go wrong to recognize the people who consistently make things go right.
That's the kind of hidden friction we're exploring in this week's Where's the Friction?
26 Oct 2026
Everybody's Involved. Nobody's Accountable.
Every business runs on one common assumption: "Somebody's got this." But when problems keep resurfacing, tasks fall through the cracks, and employees assume someone else is handling them, that assumption can become one of the biggest sources of friction in your organization.
In this episode of Where's the Friction?, Jeff Kahler explores why accountability breaks down in businesses, even when employees are working hard and doing what they believe is expected of them.
Jeff breaks down the difference between shared responsibility and real accountability, explaining why assigning ownership isn't enough. That ownership must be clearly defined, communicated, reinforced through employee training and onboarding, and supported by a backup plan when someone is unavailable.
If you're a business owner, manager, or operations leader dealing with recurring problems, missed responsibilities, or the familiar phrase "I thought someone else had it," this episode will challenge you to look beyond individual performance and examine how accountability is built into your organization.
19 Oct 2026
You Almost Fired Your Best Employee
What if one of your best employees isn't underperforming, they're just in the wrong role?
In this episode of Where's the Friction?, Jeff Kaylor shares the story of a trusted, reliable employee who nearly lost her job after moving from a behind-the-scenes role to the front counter. Her skills hadn't disappeared. Her work ethic hadn't changed. The problem was something leadership had overlooked: the fit between her natural working style and the demands of her new position.
Sometimes the employee isn't failing. The placement is.
Before you replace someone who's struggling, ask whether the role is actually designed for the person doing it. One honest conversation could reveal an opportunity to adjust responsibilities, improve performance, or help a valuable employee find a better fit.
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