Soul Proprietor - Wonky Policies

Every business has policies. Well, at least they should.

Policies and boundaries keep your business sane. They give your business structure – and put you in control.

If you don’t have any? You become a business doormat. People may like business doormats but they don’t respect them.

Strong business policies send potential clients a message: “I’m a pro. This is how I roll.”

It also lets them know what to expect when they work with you. And if they don’t dig the way you run your ship, they can move on to find someone else that is more aligned with the way they like to work.

But even with the most iron-clad boundaries, you will still come across people who don’t want to follow your rules. They may think that your policies are arbitrary. Or that the rules don’t apply to them (cause they are so special). Or in some cases, they want you to make an “exception” just this one time.

In some instances, you may want to bend your rules but here’s the hard truth: once you begin making exceptions, your policies become wonky. That’s because once someone has crossed over your line, they will want that same exception again and again. They will expect it. It’s like inviting the vampire in.

Let me give you an example. When it comes to in-person clients, I have a strict rule: first session with me must be over the phone. This is for my safety and something I put in place this year after dealing with two not-so-savory situations. Some people have balked at this. And, in one instance, I made an exception. That person then told their friends and you can guess what happened next: a bunch of people contact me, wanting me to bend the rules for them too. This put me in an awkward position of having to say no…and leaving a few people sore with me.

See how easily that happens?

It’s messy business.

If a client is resistant to your policies, it’s probably a good sign that this person is not going to be a good fit for your business. Anyone who aggressively haggles with you about your rules is not the kind of person you want to work with. If you encounter these types, you’ll need to pull up your courage muscles and say “I’m sorry but those are my policies. “ End of story.

From time to time, review your policies. They may need to change, especially if you encounter some situations that call for a new policy or a revision to an old one.

Take a look at your current policies.

Are they clearly written and in a place where clients can easily access them?

What areas of your work tend to bring you the most grief (ex: lateness, no-shows, last minute cancellations, bounced checks, etc.)? What policies might you need to create to eliminate those issues?

What happens if someone violates one of your policies? How might you handle it? Is that clearly outlined?

Do you need to update your policies to reflect changes in your business?

Once you have your policies outlined, be sure to put them in a place where clients can see them. You may also want to put them in a place where you can see them every day (this prevents you from going into business doormat mode…because you know where that leads).

Once the policies are up, stick with them. Be consistent across the board. Your business will thank you and your clients will respect you.

Blessings,

Theresa