create a system that supports your policies
The Ostrich Rule Problem: Why Your Policies Aren’t Working
We set rules, policies, and procedures all the time. Whether it’s for clients, for staff, or both. But sometimes we forget that just having a rule doesn’t mean it will be followed. It has to be clear, accessible, and enforceable.
I was reminded of this recently at a petting zoo we visited in Tennessee.
At check-in, we got the option to buy a grain cup and an apple to feed the animals. And we were told: “Don’t feed the ostriches your grain. They get their own feed from the special coin-operated machines near their enclosure.”
No problem. Except… those machines only took coins, and the zoo didn’t make change. Since it was in the middle of nowhere, there was nowhere to go, so we entered with the knowledge that the Ostriches just weren’t going to be fed by us.
By the time we made our way over to the ostriches, not only were the coin-operated machines completely empty, but the only signage reminding guests not to feed them from their own cups was one tiny, faded, easy-to-miss sign.
We stood there for maybe five minutes and watched person after person feed the ostriches exactly what they weren’t supposed to.
Not because they were trying to break the rules. But because the rule was:
- Easy to forget
- Not reinforced
- And nearly impossible to follow correctly given the circumstances
That got me thinking about how often we do the same thing in our businesses.
Can you think of a policy you’ve made that doesn’t consistently get followed?
I’d bet it’s because it’s not obvious, not clearly communicated, or not supported with systems that make following it easy and consistent.
Here’s a quick example from my own pet care facility:
We’ve always asked for client pickups before noon. It was on the website, in the automatic emails, in our phone scripts…really, it is everywhere.
Then we added a late pickup fee for anyone picking up after noon to help cover the extra care time.
And that’s when things got complicated.
Some clients “didn’t know” about the fee (despite the info being everywhere).
Some team members forgot to charge it.
Others felt bad about enforcing it with long-time clients.
Some waived it just to avoid conflict.
It was inconsistent, uncomfortable, and ultimately ineffective.
What finally worked?
- We automated the fee in our software system.
- We added it to the client agreement so everyone had to sign off.
- We locked down the ability to waive it so only the managers could make exceptions.
- And we emailed every client in our system, so there was a documented, date-stamped communication trail.
Once we did all that? The rule became normal. It didn’t feel like a personal judgment, and it wasn’t up for debate. No one had to “remember” to do it; it just happened.
So if there’s a rule your team struggles to enforce, ask yourself:
- Is the rule easy to understand?
- Does your system back it up automatically?
- Can your team follow it without having to make judgment calls?
- Are you giving them the tools and permission to enforce it consistently?
The more you reduce friction, the easier it is to build a culture of consistency.
Policies only work when they’re practical, visible, and backed by structure. So if a rule keeps getting broken, it might not be about the people, it might be about the setup.
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