Create the Policies - Even If They Seem "Silly"

This one is another article for small business owners (those well underway or those just getting started)! Or, really for anyone in a position where creating company policies is a part of the job (perhaps this is you?).

An amazing way to learn is through experience. Direct experience. Sometimes? It's not so fun! It's not so fun to learn via the "you didn't know what you didn't know" route, as the saying (sort of) goes.

That type of learning has by and large been the most prominent type of learning I've encountered in my 4+ years of owning and running (in partnership with my father) this small little tree service business. It's been painful at times haha I won't deny that! But I have learned a whole, whole lot. (Emotional experiences tend to "stick" in the brain a bit better than the nonemotional ones!)

I learned the importance of documentation a long time ago. This learning was actually passed down to me from others, so it wasn't totally gained via direct experience. I was always told that you could never have too large of a "paper trail," and I first started to implement increased documentation when dealing with an insurance company debacle years and years ago. (We didn't have a claim or anything, but it had to do with the premiums that we were being charged due to the industry class in which the insurance company placed us - one that didn't apply to us at all but on that made it seem like our work was much more dangerous than it actually is! These premiums were...bananas.)

I then continued doing this "documentation thing" when it came to any customer correspondence: If it had to do with the job (quotes, agreements to quotes, invoices, proof of payment, etc.), it would be saved in their file. Even if it seemed unnecessary - I decided I'd rather be prepared, "just in case!" (Just in case of what? Well, you never know! If there were to ever be any sort of issue down the line, I wanted to be "armed" with evidence. That's the beauty of documentation!)

There's another side to documentation that I am going to write an article about soon, and that has to do with keeping a check on your business's health! You need detailed records that you can analyze on the regular to see where you can make tweaks regarding efficiency, pricing, and the like. Only through analysis can you see patterns! Only in seeing patterns can you make adjustments. (And only through documentation/detailed records can these patterns be revealed - you can't analyze data you don't have!)

You can never document too much. You just can't. Because you never know what can happen and you never know what records you'll need! It truly is better to be safe than sorry here. You can expect the absolute best out of people (I encourage you to do so!) AND remember at the same time that anything (the most unexpected of the unexpected) CAN happen. This doesn't mean you worry - not at all! It just means you stay prepared.

It's just a really great way you can protect your business. Plain and simple.

Now we're getting into the meat and potatoes here regarding policies. I began with the documentation example because sometimes? Sometimes you can feel "silly" for documenting absolutely everything. But again: You can never do too much.

In the same way, you can never have too many policies.

What types of policies? Today I'm specifically referencing those surrounding how the business operates: policies regarding officer duties, policies regarding daily operations, policies regarding paid holidays for employees, policies regarding PTO (paid time off), etc.

Now, are you required (legally) to have a company handbook or an employee handbook? Nope! (At least not here in Virginia!) BUT is it smart to have one? YES!!! (I learned from NOT having one...)

I didn't create one for the company or for our employees in the beginning because...well, I truly didn't know it was important! I honestly just didn't give it a single thought. I was so used to operating on all "rules" being spoken and understood amongst everyone. That's just the way things had always been! But that's not the best way for a business to operate.

Time and again, over the years, we have learned firsthand how important it is to have certain policies around being late to work, missing work, leaving early without notifying anyone (yep, this has been a thing...and it blew my mind that people would do that...), PTO usage, and the like.

Not having certain policies in place has caused a lot of stress and cost us a lot of money.

No policy is too "silly." The ones we all might consider "silly" are the ones that seem obvious or the ones that it seems everyone should understand. But...even when we're wanting to think the best about people...we can't assume. Assuming is a not-so-smart thing to do when running your own business haha (Well, I guess assuming isn't the best thing to do ever, huh?)

It might take time and effort to think up the policies you want to have in place. It might take time and effort to neatly and clearly put together the policies in a written handbook of sorts. It might take time and effort for all members and employees to read through the handbook.

But it's all time and effort well spent.

Every business will need different policies based upon industry! So, here are some questions that can get you started on what types of policies you might need to have in place:

1. What are the daily operations like in the business? Are there certain things that members and/or employees need to do every day?

   1. Especially consider the ones regarding workplace safety!

2. Do you want a policy in place to mitigate workplace tardiness?

3. Do you want a policy in place to mitigate unexcused absences?

4. Do you want a policy in place surrounding PTO (if this is a benefit that you can offer your employees)?

   1. How much PTO will they accrue and how will this be calculated?

   2. When can they begin using their PTO after their first date of employment?

   3. Is there a limit to how much PTO they can accrue?

   4. How do they request to use PTO? How much advanced notice do they need to provide in order for their request to be approved?

   5. What happens to their PTO if they leave the company, voluntarily or unvoluntarily?

5. Do you offer holiday pay? If so, which holidays?

Those are just some questions!

Another key note: Make sure the policies you create are ones you actually can and will enforce! If you create policies and then cannot or do not enforce them, then none of your policies that you create in the future will hold much weight with your employees. They may not pay much mind to the policies because you've demonstrated that it's "all bark and no bite." (I'm not advocating for creating a harsh and militant workplace environment! Not at all. But you have to demonstrate that you mean what you say. And it's also a good idea to communicate why certain policies are important - let your people know that you're not creating "rules" just to create "rules" and make life difficult! "Rules" are always in existence for a reason: safety, efficiency, etc. Holding to your policies, explaining the importance of them, etc. all create a culture of respect. I know the dynamics are a bit different, but think about a classroom where the teacher doesn't enforce the rules: Will the students listen when the teacher gives them new rules to follow? Likely not! Because they've seen that nothing happens when the rules aren't followed. That doesn't mean they're "bad" students - that's just human nature!)

Now, you're not going to know everything around which you want to create a policy right off the bat. It's okay to learn over time and update things over time! (Just don't forget to notify everyone and have everyone sign off on the updates once you've made them.)

Talk to people who have been in your industry longer than you and get their advice - see what they recommend.

Don't let this overwhelm you. I know it can seem like a lot! I've had to train myself to not get overwhelmed so many times (and you know what? I still get overwhelmed pretty often haha).

There's no such thing as perfection here. You want to do your very best for your business, yourself, your members, your employees, and your customers, of course! But there's just no such thing as perfection.

Have grace with yourself. Admit when ya messed up (it's okay!). Make things right as best you can. Laugh at your "mistakes" or oversights as much as you can! (Yep, you can do that and be taking things seriously at the same time!)

Think about your policies as a form of insurance: Better to have it (them) than not! (And, in the case of policies that you're not having to pay for like you are insurance: Better to have too many than not enough!)

In owning and running a business (if you're in any type of leadership/administrative position in a business), you're dealing with people. People will always be an adventure. People can surprise you. You may think you know someone but...they can surprise you down the road with actions you never saw coming. Be prepared. (Remember: You can be prepared and still see the absolute best in people!) Always be doing your best, be honest, have integrity. Never, ever stop learning!

If this article has sparked any questions at all, please feel free to send me an email at completetreeserviceroa@gmail.com! I'd be happy to answer anything I can or point you in the direction of someone who can if I can't!

Thank you for reading! Until next time...

Katie Flinchum

Owner

Complete Tree Service ROA LLC