In This Episode of Business Lunch, Roland and Sarah dig into why most business failures aren't actually motivation problems—they're friction problems. They explore how accidental complexity in your systems quietly kills performance, why transparency in pricing beats "customized solutions," and how mapping out every step of a process reveals the hidden friction that's sabotaging adoption.

Sarah pushes back on whether removing friction just accommodates laziness, leading to a nuanced discussion about intentional versus accidental friction. They cover real examples from CRM adoption to project management tools to sales processes, and debate when systems should adapt to people versus when people should adapt to systems.

The core insight: if your strategy requires people to "try harder," your system is poorly designed. Includes practical advice on friction audits and why starting small beats trying to redesign everything at once.

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