Businesses must have policies! They need a set of procedures that help their employees know what to do in any given circumstance. Those policies and procedures also help provide a consistent experience to their customers. Until it doesn’t.
I’m all for policies and procedures when it comes to “things” like how to do the books, how to mix some exotic coffee drink (it’s all exotic to me) or how to answer the phone. “Things” are best done with some consistency.
There should also be policies when it comes to people. My preferred “people policy” is to not have a policy. The last thing I want to hear from a customer service representative is the policy of whatever place they are working at. That’s bad business.
What’s worse is when someone in a leadership position attempts to “lead by policy.” Every single person is unique and the only policy that fits everyone is to have no policy. I’ve never met anyone who was smart enough to develop a policy that “fit” every individual they might encounter. Trying to squeeze every person into a “one size fits all” policy is demoralizing to the people who don’t fit.
A leader can certainly benefit from some guidelines. They can use past history to help determine their actions but leadership is about people and every person is different. Policies and procedures tend to lock a leader into a decision. People who lead by policy look at a situation and apply the logical procedure in the same way they did the last time they faced a similar situation. They will apply the same procedure the next time they face the situation.
That would be fine except for one little problem. Leadership is about people. People are far more emotional and far less logical than those “things” that work better with consistent policies and procedures.
That is one of the major challenges of leading.
Authentic Leaders care for the people of their organization more than they care about the policies of their organization. They apply the “rules” of the organization unfairly but they apply them equally unfairly to everyone. They think and act with unquestioned integrity. They know that the best thing they can do for the organization is to take care of it’s people. They show their understanding that not a single policy or procedure is more important than the people who implement them.
They know that what is right is sometimes unfair. The do the right thing anyway. They take each individual person’s circumstances into consideration. If there is no policy or procedure that fits then they make a new one that will.
Before all the HR professionals and lawyers reading this go nuts on me let me say this. I understand the need for employee handbooks and policies. I get that rules matter. I’m not advocating for anarchy in the workplace. I understand the danger of making up policy on the fly. I can only hope you understand the danger of not.
People, both employees of a business and the customers of that business are individuals. Believing that you can precisely fit all of them into some predetermined policy with a “close enough” attitude is a recipe for failure.
When it comes to building, engaging and motivating your people “close enough” isn’t enough. Authentic Leaders put their people before their policies to ensure a perfect fit.