By Eddie Mugulusi | The Money Engineer
The Conversation Every Business Owner Dreads
Yesterday, I had one of those uncomfortable-but-necessary conversations with an employee — the kind every small business owner eventually faces.
This employee is our factory caretaker.
Simple job.
Clear expectations:
- Secure the premises
- Keep the place clean
- Maintain order
- Cut the grass
- Ensure the environment is usable
But over time, he has slacked.
The grass grows wild.
The compound gets messy.
The bare minimum feels like a struggle.
And yet?
He lives on-site for free.
Free accommodation.
Paid utilities.
A monthly salary.
Stability many people would fight for.
But the effort… does not match the privilege.
So before payday, I asked him to meet me at my home.
Money could wait.
The conversation could not.
The Contrast That Exposed Everything
At home, we also have another caretaker — same job description, same responsibilities, same environment.
But the difference?
Night and day.
This second caretaker:
- Is organised
- Is intentional
- Works like the place belongs to him
- Earns less, yet gives more
- Takes pride in his work
- Has standards and discipline
Meanwhile, the factory caretaker behaves like the job is doing him a favour — like he’s there to collect, not to contribute.
So I asked him a brutal but honest question:
“How is it that the person who earns less gives the job more respect than you do?”
Silence.
Eyes down.
Embarrassment everywhere.
And that silence told me everything.
Two Employees, Same Job — Completely Different Operating Systems
Every small business owner eventually meets these two types of employees:
Type 1: The Engaged Worker
- Gives their best
- Takes responsibility
- Sees opportunity
- Protects standards
Type 2: The Bare-Minimum Specialist
- Treats the job like entitlement
- Does only what is required
- Sees salary, not opportunity
- Performs just enough to avoid conflict
Same tools.
Same instructions.
Same environment.
The difference?
Mindset.
Attitude.
Internal wiring.
And here’s the painful twist:
Sometimes the one slacking is the longest-serving employee you have.
Loyalty: The Double-Edged Sword in Small Business
Our factory caretaker has served for six years.
Long after others left, he stayed.
His loyalty matters.
It deserves respect.
But loyalty does not cancel responsibility.
Loyalty is not a licence for sloppy work.
Loyalty cannot replace standards.
This is where many small business owners fall into a trap:
The Loyalty Trap
- Feeling guilty addressing poor performance
- Allowing standards to slip
- Rewarding time instead of effort
- Confusing loyalty with value
But loyalty without output is a slow poison.
It weakens your culture.
It frustrates other employees.
It silently damages your business.
Where Courtesy Ends and Consequence Begins
This is where I introduced him to something I call The Courtesy Line.
The Courtesy Line means:
I owe you…
- A conversation
- Clarity
- Honesty
- Respect for the years you’ve served
But beyond that line?
I do not owe you:
- Comfort
- Excuses
- Blind patience
- Protection from consequences
Because once courtesy is given, reality steps in.
And reality is simple:
- If you don’t meet expectations…
- If you don’t maintain standards…
- If you don’t carry your weight…
Your future in the business becomes uncertain.
I will honour loyalty.
But I will not let loyalty hold the business hostage.
A small business cannot survive emotional decision-making at the expense of operational excellence.
Why Small Businesses Must Learn This Balance
Every entrepreneur knows this tension:
You want to reward loyalty…
…but you ALSO want the factory clean.
You want to appreciate long service…
…but you ALSO want standards maintained.
You want to be fair…
…but you ALSO want a business that runs properly.
If you let loyalty override responsibility:
- Your operations weaken
- Your standards collapse
- Your good employees lose motivation
- Your culture becomes inconsistent
If you ignore loyalty entirely:
- You become cold
- You lose genuinely committed people
- You create fear, not culture
The answer is balance.
Courtesy → Clarity → Consequence.
That is The Courtesy Line.
The Hard Truth Every Entrepreneur Must Accept
Some people work like they’re grateful.
Others work like they’re entitled.
Some see the job as an opportunity.
Others see it as a donation.
Your job is not to fix personality.
Your job is to define your boundary.
The Courtesy Line in action:
- Extend courtesy
- Communicate expectations
- Set clear consequences
- Allow them to rise… or step away
If they improve, great.
If they don’t, you part ways with peace.
A small business is fragile.
You cannot carry someone who refuses to carry themselves.
Conclusion: Loyalty Opens the Door — Performance Determines Who Stays
At the end of the day, every small business owner must learn this:
Loyalty should earn a conversation.
Performance should secure the job.
Master The Courtesy Line, and you build stronger teams.
Ignore it, and your business slowly bleeds until the damage becomes permanent.
Unlock your true potential 