Running a business isn’t easy. Whether you’re a plumber, roofer, HVAC specialist, or car wash owner, every day brings a new challenge. Some days, it’s marketing. Other days, it’s keeping up with customer expectations or fixing an operational snag. It can feel like there’s always something demanding your time and energy.
At first glance, it seems obvious. Of course, understanding the problem is important. But most of us skip this step. We jump straight into solutions without really defining what we’re solving. That’s where this principle comes into play. Clarity in defining your challenges not only speeds up problem-solving but helps you focus your energy where it really matters.
Let’s break down why this approach works—and how you can apply it to make running your business a whole lot easier.
Clarity Helps You Understand the Real Problem
When you clearly define a problem, you can uncover what’s really going on—not just the symptoms. For example, if your plumbing business is struggling with customer retention, it’s tempting to say, “We need more customers.” But is that the real issue?
Maybe the real problem is that existing customers aren’t rebooking because there’s no follow-up after a service. By defining the problem clearly—“Our customers aren’t coming back because they forget to schedule their next service”—you get to the root of the issue. That makes the solution simple: create a follow-up system to keep your business top of mind.
You Save Time and Resources
Time and money are two things you can’t afford to waste as a business owner. But when you aren’t clear about the problem, you end up doing just that. Imagine you’re running a car wash, and sales are down. If you assume the issue is lack of advertising, you might spend thousands on ads to bring in new customers.
But what if the real problem is that existing customers aren’t coming back because they don’t know about your loyalty program? Instead of spending on ads, your resources would be better used on promoting loyalty rewards to your existing client base.
When you define the problem clearly, you know where to focus your time, energy, and money. It keeps you from guessing and makes your decisions more effective.
It Aligns Your Team and Partner
A clearly defined problem doesn’t just help you—it helps everyone around you. Whether you’re working with your team, business partners, or even customers, clear communication ensures that everyone understands the issue and can work together to fix it.
For example, let’s say your HVAC business is struggling with scheduling issues. Telling your team, “We need to fix our scheduling,” doesn’t give them much to go on. But if you say, “Customers are frustrated because it’s hard to book appointments online,” that gives them a clear problem to solve. Maybe the solution is adding an easy-to-use booking tool or improving your website’s mobile experience.
Clear communication leads to clear solutions. And when everyone understands the goal, you’re far more likely to reach it.
Clarity Opens the Door to Creativity
When problems feel vague, it’s hard to think outside the box. You can’t brainstorm solutions if you don’t know what you’re solving. But when you define a problem clearly, it unlocks your ability to get creative.
For example, if your roofing business is getting a lot of inquiries but not enough bookings, you could say, “Customers just aren’t booking.” But that’s too broad to solve. A clearer statement might be: “Customers don’t book because they aren’t getting enough information about pricing upfront.”
Now you can brainstorm real solutions:
- Adding an instant online quote tool to your website.
- Including a “starting at” price range in your marketing materials.
- Training your team to respond to inquiries with pricing details faster.
The clearer the problem, the more creative and effective your solutions will be.
How to Start Defining Problems Clearly
Here’s how you can start applying this principle to your business:
- Take a Step Back
When something isn’t working, don’t rush into solving it. Instead, pause and reflect. Write down what you think the issue is. Then ask yourself: What’s really causing this problem? Try to sum it up in one sentence.
Example: Instead of saying, “We need more customers,” try: “We’re losing repeat business because we don’t follow up with customers after their first service.”
- Ask Questions
Don’t stop at surface-level assumptions. Dig deeper to understand the root of the issue.- What’s keeping this from working?
- What’s causing the frustration?
- What do my customers actually need?
Example: If customers aren’t returning, ask: Is it because they’re unhappy with the service, or because they’re forgetting we exist?
- Get Feedback
Share the problem with your team, mentors, or even loyal customers. A fresh perspective can help you see things you might have missed.
Example: If you’re struggling to upsell premium services, ask your team what objections they hear most often. That insight can lead you to better ways to position your offerings.
- Test and Adjust
As you try solutions, pay attention to what works—and what doesn’t. Problem-solving isn’t a one-and-done process. It’s about learning, refining, and improving over time.
Why This Matters for Your Business
If you’re using tools like OneTapConnect, clearly defined problems make the tool even more effective. For example:
- Use analytics to see if customers are visiting your digital card after you meet with them.
- Update testimonials that speak to specific customer concerns and ask people for their feedback on them.
- Link to a service like Calendly so people can book follow-ups to solve retention problems and stay top of mind.
When you combine clear problem-solving with tools that simplify communication and engagement, you set your business up for long-term success.
Final Thoughts
When you take the time to clearly define your problems, you give yourself the clarity to make better decisions, save resources, and find creative solutions. It’s not just about fixing what’s broken—it’s about building a stronger, more focused business.