As a small business gets busier, someone has to handle the extra work. The owner works late to complete invoices. Employees respond to customer emails while managing their regular duties. Meetings are postponed because no one has time to prepare, and small tasks that should take only a few minutes go unfinished for days.
Hiring more people might seem like the solution, but the company may not need another person doing the same job. Instead, it may need someone to handle scheduling, follow up with customers, maintain records, or take care of other routine tasks that are piling up.
This is a common challenge as a business grows. More customers mean more orders, meetings, records, deadlines, and follow-ups. The additional work adds to the responsibilities employees already manage.
The business may continue growing as employees take on more responsibilities, but eventually, the people keeping everything running can struggle to keep up.
Look at What’s Taking Up the Day
Before posting a job opening, spend a week looking at where your team’s time is actually going.
For instance, a consulting business might need its senior staff to spend more time with clients. Instead, they spend hours arranging meetings, managing emails, preparing documents, and reminding people about unfinished tasks. Hiring another consultant would increase capacity but wouldn’t solve the administrative problem.
The same situation occurs in other businesses. A property manager might spend hours arranging maintenance and responding to tenants’ questions. A designer might spend more time chasing approvals than working on projects. A business owner might end up doing bookkeeping late in the evening because no one else keeps the records up to date.
Write down the tasks that repeatedly interrupt the work people were hired to do. Then ask three questions:
- Does this task need to be done by this particular person?
- Does it need to be done now, or can it be scheduled for later?
- Can another person take responsibility for it with clear instructions?
The answers can help you determine whether you need another specialist, administrative support, or a better way to organize the work.
What Small Businesses Are Hiring People to Do
A review of eligible job postings on Online.jobs from January through September 2026 offers examples of the types of support some businesses were seeking.
Among the 866 postings reviewed, 22 listed executive assistant roles, 17 listed appointment setters, 16 listed sales support, and 12 each listed bookkeeping and project management.
These figures describe the postings reviewed on Online.jobs during this period. They are examples of roles advertised on the platform, not evidence of broader hiring trends across small businesses. Because categories can overlap, the figures should not be added together as though they represented separate groups of jobs.
The job descriptions show what these roles involve in practice.
A training provider with between one and 10 employees was seeking a part-time administrator to handle inquiries, registrations, record checks, and scheduling. The work didn’t revolve around one major project. Instead, it involved routine tasks that needed to be completed accurately and on time.
A consulting firm wanted an executive assistant to manage emails, calendars, and client follow-ups so the principal could focus on advisory work and partnerships.
A design and permitting business needed a coordinator to keep 15 to 30 active projects moving. This involved tracking deadlines and coordinating with clients, designers, and permit submissions.
A property business wanted help recording rent and expenses, arranging maintenance, scheduling inspections, and communicating with tenants and vendors.
These are paraphrased, anonymized examples from real job advertisements, not testimonials from companies that have successfully hired someone. They illustrate some of the practical tasks businesses were looking to delegate.
For a small business, identifying these responsibilities can be a more useful starting point than simply hiring another person in the same role.
Give Someone Responsibility, Not Just More Tasks
Delegation often fails because a manager hands over individual tasks but keeps all the decision-making.
An employee may schedule meetings but still need approval for every change. An assistant may follow up with clients but not know when to send a reminder or ask the owner for help.
The tasks have been delegated, but the interruptions remain.
When assigning a responsibility, explain what needs to be done, what a successful result looks like, which decisions the person can make independently, and when they should ask for help.
For example, instead of saying, “Help me manage client emails,” be more specific about what the person should do:
- Check the shared inbox twice a day.
- Sort messages by urgency and topic.
- Reply to routine inquiries using approved information.
- Flag complaints, pricing questions, and requests that require the owner’s decision.
- Keep a record of messages that need a response.
This gives the employee a clear procedure and makes it easier for the owner to stop checking every message personally.
Start with a small number of responsibilities. After the first week, review the work, answer questions, and adjust the instructions if necessary.
The goal is to gradually transfer responsibility, not give someone an unclear job and hope they manage it.
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Find Out Why the Team Is Overloaded
Not every workload problem requires another employee.
Sometimes a business has too many approval stages. Other times, employees receive conflicting instructions from different managers. In some cases, a constant stream of urgent requests makes it difficult to complete planned work.
Research published in BMC Public Health by Ahmadi and colleagues examined working conditions and well-being among managers in small businesses.
Based on interviews with 20 managers from 12 companies, the study found that workloads, responsibilities, and available resources changed as businesses grew. The findings highlight why growth may require changes to how work is organized rather than simply asking people to do more.
Gallup’s research on employee burnout identifies unmanageable workloads, unclear communication, a lack of support from managers, and excessive time pressure as factors associated with burnout.
Managers should look beyond the number of hours employees work and consider how the work is organized.
Start by asking employees which tasks take longer than they should, what regularly prevents them from completing their work, and which decisions they have to wait for. Then look for patterns.
If the same information is being entered by three different people into several systems, simplify the process.
If employees have to wait for one person to approve routine decisions, establish clear limits on what they can decide independently.
If every customer request is labeled urgent, agree on what actually requires immediate attention.
These changes won’t eliminate every busy period, but they can prevent avoidable work from becoming a regular part of the day.
Know When It’s Time to Hire
At a certain point, reorganizing the work will no longer be enough.
If orders continue to increase, customers need more support, or project deadlines become harder to meet, the business may genuinely need another person.
Look for evidence rather than relying only on the team’s sense of being busy.
Are customers waiting longer for replies? Are invoices or records regularly falling behind? Are deadlines still being missed after unnecessary tasks have been eliminated? Is the owner spending so much time on routine administrative work that sales and business development are being neglected?
The answers can help determine which role the business needs.
If the main problem is managing appointments, monitoring inquiries, and following up with customers, an administrative assistant or appointment setter may be a better choice than another specialist.
If projects are running late because no one is tracking deadlines and dependencies, a project coordinator might be more useful.
If financial records are falling behind, bookkeeping support should be the priority.
Keep the budget in mind.
A part-time employee or a well-defined contract can cover a specific workload without requiring the business to commit to a full-time salary before it can afford one.
The right arrangement depends on the amount of work, how often it needs to be done, and whether someone needs to be available throughout the day.
Hiring support can reduce pressure, provided the new employee has a manageable role and everyone understands their responsibilities.
Giving one person responsibility for scheduling, bookkeeping, customer service, social media management, and project management without setting priorities will simply create another workload problem.
Before the new employee starts, agree on their responsibilities and which tasks can wait if things get busy.
Check in during the first few weeks to see how things are going and whether anything needs to change.
Managers should also look at how they work. Last-minute requests, changing plans without explaining why, and expecting people to be available all the time can make the job harder than it needs to be.
Check Whether the Changes Are Working
After a month, review what’s changed.
You don’t need a complicated reporting system. A few practical measures can show whether the extra support is helping:
- Are customers receiving replies sooner?
- Are fewer deadlines being missed?
- Are routine tasks being completed without repeated reminders?
- Do the owner and senior employees have more time for the work only they can do?
- Can the new employee manage their responsibilities within the agreed working hours?
Ask the team, too.
A task might be completed faster, but it could create extra work elsewhere. Regular feedback can reveal that before it becomes another problem.
Growth will always bring new demands. The goal isn’t to make every week easy or eliminate all busy periods, but to build a business where more work doesn’t necessarily mean longer days for the same people.
Sometimes the answer is to hire another specialist. Sometimes it’s to bring in an assistant, coordinator, or bookkeeper.
And sometimes, the first step is simply deciding which tasks no longer need to land on the owner’s desk.
Sources
- Online.jobs internal platform data covering 866 eligible job postings and anonymized vacancy examples from January through September 2026.
- Ahmadi, E., Lundqvist, D., Bergström, G., & Macassa, G. (2024). “Managers in the context of small business growth: a qualitative study of working conditions and wellbeing.” BMC Public Health, 24, 2075. https://doi.org/10.1186/s12889-024-19578-4
- Wigert, B. (2020, March 13). “Employee Burnout: The Biggest Myth.” Gallup. https://www.gallup.com/workplace/288539/employee-burnout-causes-and-cures.aspx
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