Policies: punishment or protection?
When I started out, I copied some generic policies from the ABMP website builder + called it a day. I'm not sure if I actually even read them. 😶
And this is how it goes - because we're usually either writing policies
in the beginning before we ever encounter “bad” behavior + don't even know what we want or or care
after the shit hits the fan and we're playing catch up while feeling disrespected + angry
Your business NEEDS policies.
They set clear expectations so both you + the client knows exactly what is supposed to happen
They protect you, the business + the client from unwanted situations
They set a standard so that ethically, you're dotting your i's and crossing your t's
They help you navigate challenging situations - and this is probably the secret “I wasn't expecting that" part of policies
It might feel scary + uncomfortable to enforce policies, but that doesn’t mean it’s the wrong thing to do.
👉So how can we make enforcing policies feel easier?
Talk about them more than just when you're enforcing. Don't let them live in solitude on your website, gathering dust. Add little reminders to emails + social media.
Treat them like a wing-man, or a business partner. You have a no show? You and Policies need to have a quick business meeting to discuss what happens next.
Transparency + clear communication. Have scripts to rely on when emotions run high + you're scrambling for what to say. Enforcing policies isn't about putting clients in their place + making them feel bad. It's about clearly explaining what comes next. Keep it profesh.
Policies that you've put thought + intention behind will be easier to enforce because you feel more confident in why those policies are in place, and why they say what they do.
_________________________________________
Resources to help you 👇
The Policy Bundle
Text scripts for no shows and late cancellations