Business As Usual With A Broken Heart
The heartbreaking side of leadership that no one sees on the balance sheet
A client called me in tears last week.
The market had hit their business hard. After months of trying everything else, they had to make redundancies. Four people. A family business that had never let anyone go in over a decade.
"We gave them everything, Sel. Flexible hours when they needed it. Extra time off. We covered for them when they struggled. We were so generous, probably too generous."
Then came the part that broke them: "They turned on us. Said we never cared about people, only money. Called us heartless. Everything we'd done for them - forgotten."
The Cost You Never See
What those employees didn't know:
The owners had already cut their own salaries by 40%. They'd cancelled a family vacation they'd been planning for years. They'd postponed essential home repairs. They'd been losing sleep for weeks, trying everything to avoid this exact moment.
While their employees accused them of not caring about people, they were crying at their kitchen table, wondering how they'd failed the people they'd tried so hard to protect.
The Business Reality No One Wants to Face
Sometimes good businesses have to make difficult decisions to survive. Market downturns don't care about your company values or how much you've invested in your people.
You can be the most caring, generous employer in the world, and still have to choose between letting some people go or losing everyone when the business fails.
But employees don't see the financial statements. They don't see the sleepless nights. They don't see the personal sacrifices. They just see the decision.
When Generosity Becomes a Weakness
Here's what my client realized: They'd been so generous for so long that their team had no concept of business constraints. No understanding that employment isn't guaranteed regardless of market conditions. No appreciation for the risks business owners take to provide those jobs in the first place.
When reality hit, their employees couldn't handle it. Instead of gratitude for years of flexibility and support, there was anger. Instead of understanding, there was accusation.
The Coaching That Changed Everything
I told them what I tell every client going through this: "People can only see their own perspective. You can't control how they interpret your decisions or what they choose to believe about your motivations."
"You made a business decision based on business reality. Some people will understand that businesses have to adapt to survive. Others will take it personally regardless of how you handle it. Focus on the people who are going to help you not just get back to where you were, but build something stronger."
Then we talked about business as usual. Not because the situation wasn't heartbreaking, but because the business still needed to operate. The remaining team still needed leadership. Customers still needed service.
"You don't apologize for making decisions that ensure business continuity. You acknowledge the impact, you treat people with dignity, but you don't apologize for running a business that needs to survive."
For Leaders Facing Impossible Choices
If you're in a similar position, here's what I've learned from walking through this with multiple clients and having been there myself:
The decision will be harder on you than them. They'll find other jobs. You'll carry the weight of this decision for years.
Not everyone will understand. The people who matter will. The ones who don't probably weren't the right fit anyway.
Business as usual isn't heartless. It's necessary. Your remaining team needs to see that you can make tough decisions and keep moving forward.
You can grieve and lead simultaneously. Acknowledging the difficulty doesn't mean apologizing for doing what the business required.
The Truth About Caring
Caring about your people doesn't mean keeping everyone regardless of business reality. Sometimes it means making the hard choice to save the business so the remaining jobs are secure.
The employees who accused my client of not caring were wrong. The decision to let people go was made BECAUSE they cared - about the business, about the remaining employees, about the customers depending on them, about their own family's livelihood.
Caring business owners don't make redundancies easily. They make them heartbroken, but they make them when they have to.
That's not heartless. That's leadership with a heart that's breaking but still beating.
The Bottom Line
Business isn't always fair. Markets don't care about your good intentions. Economic downturns don't skip over companies with great culture.
But businesses run by people who care - even when they have to make impossible choices - are the ones that survive and rebuild stronger.
Even when it breaks their heart to do it.
P.S. - If you're going through something similar, know that the decision to prioritize business survival doesn't make you heartless. It makes you responsible. The right people will understand that. The wrong people will reveal themselves. Both outcomes help you build a stronger future. I know, I’ve been there.