Episode breakdown
“The single biggest problem in communication is the illusion that it has taken place.” –George Bernard Shaw
Great communication and clear expectations are the key to any successful evolution. You can’t just toss the baton in the air and hope the next runner in the relay get it, you have to hand it off. Those are some of the great points I got from this week’s guest, Barbara Turley.
Barbara is the CEO of Virtual Hub and she shares some key points on managing virtual teams, how important process is, and (and I already alluded to) what great communication with your team really looks like.
Barbara Turley’s mission is to eradicate “small business overwhelm” by simplifying the o shore outsourcing process and facilitating cost-e ective business scalability. She and her team make this happen every day at The Virtual Hub.
The Virtual Hub is a support assistant recruitment and management agency disrupting a stale industry. Rather than doing business “the usual way,” they actually create their own support assistant successes (and yours) through deep training programs, ongoing career development and coaching.
Barbara proudly wears the label of Founder and CEO at The Virtual Hub as well as the titles wife and mom … and host The Virtual Success Show podcast.
- Barbara talks about what The Virtual Hub does and what it is (Recruit, Train & Manage)
- What entrepreneurs should do and should be delegating – How communications make or break the virtual teams
- How leadership affects your overall business
- Communication channel, daily huddles and documenting processes – Importance of culture and office environment in the business
Too many teams throw the baton in the air and expect someone to catch it — the person passing it has the responsibility to make sure it’s received before they let go.
In this episode
00:00 - Introduction & Context
Barbara introduces the “baton” metaphor for business processes and why seamless handovers are critical for team efficiency.
02:46 - The Baton Analogy Explained
She illustrates how businesses “throw the baton in the air” instead of ensuring proper handovers, causing breakdowns in workflow and accountability.
07:11 - Why Delegation Often Fails
Barbara discusses why delegation goes wrong: unclear responsibilities, lack of process documentation, and assumptions that tasks will “just get done.”
13:31 - Ownership vs. Handover
Clarifying who “owns” a task versus who is responsible for the successful transition. The emphasis is on making sure the next person catches the baton before you let go.
18:51 - Real-World Examples & Pitfalls
Barbara shares common scenarios where handovers fail — such as emails missed, projects stalling, and clients frustrated — all caused by poor baton passing.
24:21 - Building Better Systems
Practical advice on documenting processes, assigning responsibility, and ensuring systems prevent dropped batons.
31:01 - Leadership’s Role in Accountability
How leaders must create a culture of accountability, where successful handovers are recognized as part of excellent teamwork.
36:41 - Key Takeaway & Quote
Barbara reinforces the core message: “Don’t toss the baton in the air — make sure it’s caught before you let go.”
