When one person becomes the go-to for everything, the short-term gains are obvious. They know the systems, the history, the details. Things get done quickly without meetings or handovers. But over time, this setup turns from a strength into a liability.
The rest of the team starts to rely on that person instead of learning themselves. Decisions stop being documented. Routines stay informal. If that person is sick, on leave, or leaves the company, progress stalls. Tasks are delayed. Mistakes increase. Customers feel it first, then the team.
It is not about mistrusting the person. It is about recognising the risk in the setup. When knowledge lives in someone’s head, it cannot be improved, shared, or corrected. It stays invisible until something breaks.
The solution is not to replace the person. It is to start pulling the knowledge out into shared routines, written steps, and clear instructions. That includes how work is done, who to contact for what, and what to do when problems come up.
Doing that work creates stability. People can step in when needed. Onboarding gets faster. Tasks are no longer blocked by one calendar. Instead of relying on one person, the team builds shared momentum — and that is what protects the business when pressure hits.
