Balancing Empathy and Expectations: The Key to Small Business Success

Hire Slow, Fire Fast is probably the best advice ever given to any business owner. It's a principle we all "know," but few of us practice consistently. As business leaders, we often get attached to people. We struggle when faced with mediocrity or incompetence because we want to be "good" and give people a chance to learn. We default to blaming ourselves for not setting the right example, for failing to create proper policies and procedures, for not providing enough feedback, or perhaps for giving too much feedback.

We fall into the endless loop of thinking, "If I only tried to be a better example, they will surely catch up and be able to perform." Then, driven by the deep desire to be empathetic and to create a positive work environment that promotes from within, we set ourselves up for failure. There is a very thin line between lack of experience and sheer incompetence, between "I can't do it yet" and "I don't care about doing this right," between "working for the sake of working" and "working to show results."

This past year, I have undergone a drastic transformation as a leader. It's peculiar to observe myself and my decisions from a distance. I am clearly evolving from a deeply empathetic and emotionally connected leader to someone who is learning to differentiate between those who are inherently a good fit and those who are just wasting my time and money.

Empathy is a powerful trait in leadership. It fosters a positive work environment, encourages open communication, and builds strong relationships. However, empathy must be balanced with clear expectations and a focus on results. In a small company, every team member must produce value and deliver results; otherwise, the company is destined to fail.

As leaders, we must recognize the difference between someone who needs time to grow and someone who is not suited for the role. It's essential to provide opportunities for development and learning, but it's equally important to recognize when someone is not meeting the necessary standards. Holding onto underperformers out of empathy can lead to a toxic work environment and hinder the growth of the company.

To achieve this balance, here are a few strategies:

1. Set Clear Expectations: From the outset, make sure your team members understand what is expected of them. Clearly define their roles, responsibilities, and performance metrics.

2. Provide Constructive Feedback: Regularly give feedback that is specific, actionable, and focused on improvement. Celebrate successes, but also address areas needing improvement.

3. Invest in Development: Offer training and development opportunities to help your team grow their skills and advance their careers. This shows your commitment to their success while ensuring they have the tools to meet expectations.

4. Assess Fit Regularly: Continuously evaluate whether team members are a good fit for their roles. This includes assessing both their skills and their alignment with the company’s values and goals.

5. Make Tough Decisions: When it's clear that someone is not a good fit, take swift action. It’s better for the individual and the company in the long run.

Balancing empathy and expectations is not easy, but it is crucial for the success of a small business. By ensuring that each team member produces value and delivers results, we create a stronger, more resilient company. Remember, empathy without expectations can lead to failure, but when balanced correctly, it becomes a powerful tool for growth and success.