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From Volume IX · OperationsA Company With a Bad Back
Let me describe a company. She is a composite, drawn from many I have known, but she will be recognisable to anyone who has run a growing brand.
Call the founder Marisol. She built a skincare brand from her kitchen, formulating the first products herself, and seven years later it turns over several million pounds, sells in good stockists, and employs around thirty people. By every external measure she has succeeded. Her supply chain is genuinely excellent, because she learned it the hard way, standing in the factory, getting the formulations and the fill runs and the lead times right through sheer painful repetition. The physical operation is sound. Product gets made, gets shipped, arrives. That skeleton works.
And she is drowning. Every morning her phone holds forty messages that all, in some form, need her. The head of marketing needs a decision on the launch. The operations coordinator, who handles the warehouse relationship, needs her to approve something that should not require approval. A stockist has a complaint that has somehow reached her directly. Two members of her team are in a quiet conflict that everyone can feel and no one will name, and both of them, separately, come to her. She is the only person who knows why the returns process works the way it does, the only one who remembers what was agreed with the manufacturer in year two, the only one who can say yes to the things that need a yes. She is the spine the entire company hangs off, and she cannot take a day off without the body of the company sagging, because she is the structure holding its shape.
It is not. It is the specific, diagnosable pain of a company whose organisational skeleton was never built, compensated for by the founder’s own body, for years, until the compensation became the job. Marisol has a bad back. She has carried it so long that the memory of a company standing on its own has quietly faded — which is not blindness but the most ordinary thing in the world, because no body that has compensated for years can easily recall what upright felt like.
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