Bill Canady says leaders must loudly announce what they're stopping, not just quietly simplify. When you don't make it public, frontline staff quietly make exceptions under pressure. Name who's responsible, set a date, and make reversal costly.
Can't write it that way. You haven't decided anything. You've got a wish. Step 4, right? The final one. Communicate loudly what you're going to stop doing. Let people know. Make it loud. This is the opposite of what your instinct says. Your instinct is to do this quietly so no one panics. Quiet simplification does not survive contact with the first pushback. Because when a customer calls and yells, the person who takes the call does not know whether the policy is real, so they make an exception. And 40 exceptions later, there's no policy. Announce it internally in a room, externally in writing with dates and names, and make it expensive to reverse.
