Contradictions and exceptions! As a manager it is easy to follow Company Policy. Everyone and anyone can enforce and follow that company policy. But unfortunately, and in my experience, not every unique person fits into company policy and procedures. Managers are everywhere....leaders are few. Leaders have to know when to make an exception that might be a contradiction to a company policy. That is hard to do! Everyone, every single customer wants you to make an "exception" for him/her that is a contradiction to the rule. And in this litigious society, making an exception for one person and not the other can often lead to charges of discrimination!
So how might you know when to make an exception EVEN IF it is contrary to logical thinking?