Something feels off, but nothing is broken
You’re leading a growing organisation.
Things are working. People care. The mission still matters.
And yet… the work feels heavier than it used to.
Decisions take more energy.
Systems promise ease but deliver friction.
Confidence quietly shrinks as responsibility grows.
This is a very common stage of growth, especially in regulated, purpose-led organisations.
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The Hidden Friction Audit is a short, guided reflection to help you notice what’s really going on, without panic, pressure, or premature fixing.
When NFP grow past $5-$15M the work gets harder.
When organisations grow past early stages (often around $5–15M turnover), something subtle happens.
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Complexity increases faster than clarity
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Compliance starts to dominate decision-making
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Operational fixes don’t quite work
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New systems disappoint more than they help
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People quietly compensate to keep things moving
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Differentiation starts to feel risky instead of exciting
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What was fun now feels too complex and strict
What looks like an operational issue is often a design issue.
And it doesn't mean that the design was wrong, it's just that it wasn't created for the stage you are at now.
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This audit exists to help you name that moment.
This organisational audit, is not a test
There are no scores.
Nothing needs fixing yet.
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The Hidden Friction Audit is:
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a 10–15 minute guided pause
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a reflection you can do alone or with your leadership team
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a way to surface patterns you may already be feeling but haven’t had language for
It is not:
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a diagnostic with a right or wrong answer
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a maturity model
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a transformation framework
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a push to be bold or disrupt the system
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There is no pressure to act.
Just an invitation to notice.
Seven moments where friction quietly shows up
The audit gently guides you through reflections such as:
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Where work feels heavier than it used to or should
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Where systems don’t quite do what they promised
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Where compliance is leading the conversation
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Where intent gets lost between strategy and delivery
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Where people are absorbing the cost
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Where customers are feeling the friction
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Where the journey breaks between first contact, first yes, and first experience
Each moment is designed to help you observe without judgement, and to recognise patterns rather than isolated problems.
Most organisations don't fall apart at this stage. They get heavier.
Results are still delivered.
People are still committed.
The mission still matters.
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But underneath, friction quietly increases.
When patterns repeat across different areas; systems, people, customers, compliance, it’s not accidental.
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It usually means the organisation has outgrown part of its original design.
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Not that people aren’t capable.
Not that leaders aren’t strategic.
Not that effort is lacking.
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This reflection helps you see that clearly, before you invest in fixing the wrong thing. (a.k.a a new software - looking for a CRM anyone?)
The Hidden Friction Audit is especially useful if:
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you’re leading a purpose-led or regulated organisation
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growth is exposing cracks you can’t quite name
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compliance is shaping decisions more than experience
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systems feel expensive but underwhelming
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your team is holding things together through sheer effort
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you’re feeling the weight of responsibility more than the excitement of possibility
If this resonates, you’re not behind.
You’re at a threshold.
After completing this audit you will feel:
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Relieved: because the tension finally has language
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Validated: because this stage is more common than they thought
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Clearer: about where friction is costing the most
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Calmer: because nothing needs to be solved immediately
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More confident: about taking a considered next step
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Clarity tends to come before momentum.
Design comes before scale.
This pause is often where better decisions begin.
If this reflection makes you notice something important.
You don’t need to act immediately, there is no rush.
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But if you’d like a thinking partner to help you make sense of what this stage is asking of your organisation, I offer a short, no-pressure conversation.
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Before investing in new systems, restructures, or “fixes,”
take 30 minutes to make sure you’re focusing on the right thing.
