When a business hits a rough patch, profits can dip, feedback can turn for the worse and momentum can slip. During these times, it’s tempting to blame staff or circumstances, but more often than not, the problem runs deeper. The real question is: Does the issue lie with the team, the leader or both?

It’s a tough spot when the team loves their manager, and on the surface, everything seems fine. Raise concerns and you risk unsettling the balance. Meanwhile, ask the manager and you’ll hear about budgets, headcounts or clunky systems. Sound familiar?

Having seen this play out in countless businesses, the only way to get clarity is to step out of the office and into the action. Spend time on the floor, shoulder to shoulder with your crew. Don’t just watch – get amongst it. Pull on a pair of steel caps, grab a broom or jump on the register. You’ll learn more in one morning than in a week of reports.

Start simple. Do your people know what’s expected of them? You’ll spot it straight away. Are they sharp, confident and explaining tasks with purpose? Or vague, scattered and going through the motions? Ask things like, “How’d you learn to do it this way?” or “If you were training someone, what would you teach first?”

Next, watch how the team approaches their work. Do they pick and choose the easy jobs? Are customers met with genuine warmth or robotic greetings? Little signs reveal whether people believe in what they’re doing or are just filling a shift.

Listen to the language too. Phrases like “We always…” show ownership and pride. If you’re hearing “I’ve been told…” or “The manager wants…”, there’s a cultural crack – a divide between team and leadership that’ll choke progress unless it’s fixed.

As you move across departments, look for patterns. If the same problems show up everywhere, it’s a leadership issue. If most are switched on but a few drag the chain, those people either need a lift or a new gig. Set clear expectations, offer support and give them two weeks to turn things around.

Profit follows culture and clarity. The answers are right there in your business – you’ve just got to get your hands dirty to find them.

A longer version of this article first appeared in Cleanfax.