takeaways

• Policies are essential for setting client expectations.
• Lack of policies can lead to chaos and financial loss.
• Client-facing policies protect both the business and employees.
• Clear communication of policies can prevent misunderstandings.
• Policies should be seen as agreements, not punishments.
• Consistency in enforcing policies builds trust with clients.
• Automation tools can help manage policy enforcement effectively.
• Grace can be extended in extenuating circumstances, but boundaries must be maintained.
• Educating clients about policies enhances professionalism.
• Normalizing standards in business leads to better client relationships.

summary

In this episode of Our Business Shenanigans, Jen and Nicole discuss the critical role of client-facing policies in business, particularly in the cleaning industry. They emphasize that policies are not punitive but protective, serving to set clear expectations for clients and safeguard employees. Through real-life examples, they illustrate the chaos that can ensue without proper policies and the importance of enforcing them consistently. The conversation also touches on how to communicate policies effectively to clients and the tools available to automate policy enforcement, ultimately advocating for professionalism and clarity in business practices.