Policies are good, provided they are not seen as the end-all.

Unfortunately, once a policy has been established too many people stop thinking and simply refer to policy.

I believe the intent of policies is to provide clarity and guidance so as to direct behaviors and actions. There is, however, no policy that will fit every circumstance. And a wrongfully applied policy can be more harmful than no policy at all.

I have often heard staff site policy to customers to avoid taking care of a customer’s issue. I had my own experience with this when my HVAC company would not honor their 10 year warranty. They said the warranty is only 5 years if the product is not registered within 90 days of install. The State of California has consumer protection laws to keep manufacturers from imposing unjust policies and the manufacturer admits that in California no product registration is required to receive the 10 year warranty.

My AC system was less than 10 years old, but the builder had neglected to inform us about the product registration stipulation. When I followed up with the manufacturer I was repeatedly told that their “policy requires…”

A better approach than constantly referring to policies is to be clear and intentional about core values: defining what they are, clearly communicating them to staff, creating a culture where actions and behaviors are aligned with the values, and providing appropriate accountability when things are out of alignment. Add to this a dose of grace for when a situation is not clear cut.

Policies are the letter of the law, while core values represent the spirit of the law. Never lose touch with the human element. People do business with people and the relationship is always more important than the transaction. 

Whatever you do, don’t hide behind policies. Rather discuss the situation and figure out how core values should dictate an appropriate response.

Herb Mast is a Leadership Coach and Employee Engagement Specialist. Learn how he can assist you in implementing the principles and concepts presented here.