I Wish I Could Hear You…

Lance Excellence, Integrity, Leadership, Simplicity Leave a Comment

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but we have a policy

See if you recognize these scenarios:

1) At a company which claims “Customer Sevice is Job #1!” —

  • One customer proves to be untrustworthy, so a policy is implemented.
  • Time passes…
  • Because there is a policy in place, all customers must be treated as if they are untrustworthy.

2) At a company which claims “Talented, Committed, Professional People Are Our Competitive Advantage!” —

  • One employee makes a bad decision, so a policy is implemented.
  • Time passes…
  • Because there is a policy in place, all employees must be treated as they will make bad decisions.

Locks on doors have a purpose, but doors that can never be unlocked aren’t doors at all – they’re walls. Likewise, policies have a purpose, but if they can never be deviated from even when all Good Sense, Reason, and professed Core Values demand it, then they aren’t policies at all – they’re prison walls.