Business Process Management Blog

Mastering Business Process Management for Growth and Efficiency

Why "Got a Minute?" Interruptions From Your Team Are Costing You More Than You Think

Every "got a minute?" is your company telling you it's still dependent on you.

Interruptions feel like part of the job.

But they're actually a symptom of a broken system. Every "got a minute?" is your company telling you it's still dependent on you.

An interruption bumps you out of the 'zone'. It breaks your focus.

And, the time it takes to get back to that level of focus, even if you don't take time to answer the question or answer the text, or reply to the email, is approximately 10-minutes.

It's called "Attention Residue."

One of my clients told me he was getting interrupted 20+ times a day and thought that just came with growth.

Do the math. That's almost 4hrs every day. It's no wonder why he never felt like he was able to accomplish a full day's work. Half of his day was completely lost to interruptions.

"The SOP Redirect" – A Quick and Easy Way to Minimize "Got a Minute?" Interruptions

Here's the problem.

When your team asks "How do I do this?", it's not that they're lazy. It's because they either haven't been well trained or they're unsupported.

When you answer their question (and most owners answer the question anyway because it's faster), it's stealing your time and you reinforce their dependency on you. Every answer you give trains your team to come back again and waste even more of your time.

Step #1: Is the Issue Urgent? Or Can It Wait?

Ask: "Can this wait until our next manager meeting? Or is it urgent?"

Instead of answering questions in real-time, batch them into a structured weekly coaching rhythm. Redirect them: "Add that to your 1-on-1 list and we'll go through it together."

Many times, the question can be 'batched'. The employee can wait until their next manager's meeting. Then you can give them the focus and attention they need.

BTW: We have a documented Manager Meeting System with a sample Pre-Meeting Form available to you for the asking. Just reply to this email and we'll send it to you.

Sometimes the employee really needs the answer now. There's no time to wait.

Step #2: Define What Counts as an Emergency

In these circumstances, answer the question, but don't just answer from memory. Redirect them to the SOP (see the next step).

And, be sure to define what is an emergency.

I found that the easiest way to define 'urgent requests', is to simply ask the employee: Is this urgent (the previous step). If they say yes, I give them my time.

If I find that their question could have waited, could have been addressed in our next manager meeting, I make it clear that is what needs to happen next time.

Soon they'll understand what is urgent and what is not, and you'll be getting fewer and fewer interruptions.

Step #3: Don't Answer from Memory

If the issue is urgent, ask if they've checked for an SOP: "Let's check the process."

If it exists, use it.

Pull up the SOP and walk through it together. You're training them to rely on the system.

If it doesn't exist, answer the question once. Then document it.

As you explain it to them, have them take notes. Document the process you're explaining to them immediately.

Yes. It may take a little longer but you'll have a better chance that they will remember what you've told them and, you'll have a documented SOP that you can direct them to the next time anyone in the organization needs help with the same issue.

Actions to do now:

Track the next 10 interruptions you get.

Determine which ones could have waited and which were urgent
Look to see if you have an existing SOP that could have been used to address the issue
If you have an SOP, ask: "Why were you unable to find it?"
If you don't have an SOP, use Step #3 above to get it documented. Once it's a process, you won't have to address it again.

PS: Some cool things to consider if you're looking to create a systemized business: