The Professionals Paradox

In a static environment, it might be enough to know our systems and execute them every time.  

In a dynamic environment (think guest service), we need to understand our systems and the intention behind them, execute them nearly every time, and occasionally bend them in a way that still showcases the spirit of those systems. 

The Professionals Paradox: Once you get to a certain level, playing it by the book holds you back. 

There are a couple obvious problems here:

1. Mediocre performers often think they’re much better than they actually are. (see the Dunning–Kruger effect)
2. It’s easy to fall into the routine of bending the rules more often than you should. 

So what to do?

Barry-Wehmiller CEO Bob Chapman provides one of my favorite nuggets: “Machines, systems, and processes exist to serve people, not the other way around.”

If I were forced to make a list I'd say to bend the rules you must at minimum:

• Know the rules

• Understand the Why behind the rules

• Do it in a way that makes the guest feel completely taken care of

• Do it in a way that doesn’t disrupt other people's workflow

• Understand that bending the rules never means skimping on quality

• Understand the difference between cutting corners and creative problem solving

If it’s unclear how you might bend the rules while doing all of the above, play it by the book for now.