How do I get staff to follow policies?

Q. I'm frustrated because I'm having a hard time getting all my employees to follow store policies on such things as wearing a name tag, saying something better than "can I help you?" and adding to the sale. How should I approach this problem, especially in light of the fact that it's hard to find good employees in the current labor market?

A. According to Harry J. Friedman of The Friedman Group, you must first determine why your wishes aren't being carried out. For each policy and each employee you need to know if it's:

• "I won't," which is insubordination--a legitimate reason for discharge;

• "I can't," which is the result of conditions in your business (for example, requiring sales people to spend more time on back room tasks and paperwork, then penalizing them for not meeting sales quotas); or

• "I don't know how," which points to a lack of knowledge and training.

It's your responsibility to make sure you are communicating your policies clearly ("if it's not written it's not real") and that there are no impediments to compliance. Determine which are hard and fast policies and which are merely wishes or suggestions. Demonstrate the connection between the task and its value to the business and the employee. Provide the necessary knowledge and training and make sure the employee demonstrates that he or she can actually do the required task.

Once you have done all that, the responsibility shifts to the employee.

Be aware, too, that it takes time and patience to change the culture of an organization. Choose a simple, winnable battle -- such as name tags -- to begin the campaign.