How to Set Up and Run Your Issues List System

Posted on by mattsantossl
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Thanks for signing up and taking the important step to build this system for your business.

Below, you’ll find everything you need to implement the Issues List System. This is the exact process I use in my business to capture, prioritise, and solve issues across our team.

You’ll also find a link to install your copy of the Airtable base we use (scroll down for that).

But first of all, let’s talk about why you need an Issues List in the first place.

Why an Issues List?

If you’ve watched the video, you’ll know this isn’t just a tech setup or productivity play. This is about fixing one of the biggest problems small businesses face: Too many ideas and issues swirling around, and no clear way to sort, prioritise, or act on them.

Without a system, you’ll do one of three things:

  • React emotionally to whatever’s loudest
  • Ignore problems until they become urgent
  • Or solve the wrong things at the wrong time

The Issues List helps you avoid that.

The Workflow (Step by Step)

Here’s a quick written breakdown of how the system works inside Airtable:

1. Team Members Submit Issues via a Simple Form

Every team member gets access to a quick online form (already built into your Airtable base).

Whenever they spot a problem, opportunity, or idea, they submit it straight away.

They choose how urgent and important they think it is. We let the person submitting rate the issue, not management.

The form captures who raised the issue and what department it relates to.

Tip: Bookmark the form link on your team’s browsers or phones, so it’s always accessible.

2. Managers Review and Process Issues

Once submitted, the issue lands in the Processing View, grouped by each manager.

The direct manager’s job at this stage is simple but important:

  • Speak with the person who submitted the issue
  • Clarify the real problem (sometimes the issue they describe isn’t the root cause)
  • Decide:
    • Can this be solved immediately
    • Does it need to go to a department meeting
    • Or does it need escalation to the leadership team

This avoids jumping into solution mode too quickly and ensures you’re solving the right problem.

3. Department or Leadership Discussion (Using IDS)

For issues needing a wider discussion, they move into your department’s Issues List, ready for your next team meeting.

We use the IDS Method:

  • Identify: What’s the real issue
  • Discuss: Talk it through as a team
  • Solve: Agree on action steps

The goal here isn’t just to talk. It’s to solve.

Once action is taken, update the issue status (In Progress, Completed, or Archived).

4. Keep Your List Focused and Goal-Aligned

As your team gets used to the system, you’ll get lots of submissions at first. That’s normal.

Here’s how we stop the list from becoming a dumping ground:

  • Prioritise issues based on their link to your business vision and quarterly goals
  • Be transparent with the team: not every issue will be solved right away
  • Use the team’s priority ratings as one input but always weigh that against broader business impact

The Lessons Learned

Here are a few things we’ve figured out after using this for years:

  • Let the person submitting the issue rate its priority. Don’t override their view at the submission stage.
  • Always process the issue with the submitter first. This builds trust and ensures you’re solving the right problem.
  • Expect a flood of issues early on. That’s a sign your team wants to be heard. Let the process catch up.
  • Don’t solve issues behind closed doors without context from the person who raised it
  • Run your department meetings with the Issues List at the centre. It becomes a rhythm your whole team gets used to.

Why This Works

Since introducing this system, our business has changed for the better:

  • We make faster, more informed decisions
  • The team feels heard and empowered
  • We’ve reduced reactive, emotional decision-making
  • We’re solving problems that actually move the business forward.

And most importantly: I’m no longer the bottleneck for every decision.

This isn’t about adding more admin to your business.

It’s about creating space for you and your team to solve the right problems at the right time.

Next Step: Install Your Airtable Base

Here’s the link to install your copy of the Issues List Airtable Base:

Issues List Airtable Base Link

Once you have clicked the link, click on the copy base icon to add it to your existing Airtable Workspace – note if you don’t have a workspace or an Airtable account already you will need to create one.

Once you have installed the base:

  1. Add your team members to the Staff Table (include their department and direct manager)
  2. Share the form link with your team
  3. Start capturing issues

Enjoy building it and let me know how it goes.