I had to call a snow day today. Now, as when I was a kid, I really like a snow day. But, I HATE having the responsibility of making the decision. It’s harder than you might think. And you’re always going to make someone unhappy. I guarantee it.

Let me give a brief synopsis of what calling a snow day at my optometric practice means. It means everyone gets to stay home BUT the office goes without revenue for a day and several families go without a day’s pay. It means we don’t have to worry about patients falling in the parking lot BUT some of these patients have waited a long time to get in for their exam and now they will have to take another time off of work to reschedule. There is ALWAYS someone who is very unhappy and is convinced that conditions “weren’t that bad” so we should have been open. Today in particular between two doctors we had thirty-five patients who had to be called (if we had their correct phone number.) That will be thirty-five patients to find another spot for in the next couple of weeks. We don’t have any free spots in the next couple of weeks.

I give you this glimpse of my world to say this: If you are a business owner (or any type of leader for that matter) you have to make some tough decisions. When I write about business I’m assuming three things. 1) You love what you do. 2) You love your team 3) You genuinely care about your clients/customers/patients and want to serve them. Even with these best of intentions, others won’t always understand your decisions and someone isn’t going to like your decisions. I promise. There are three specific groups of people who will have an opinion about your decisions. We all (business owner or not) fall into at least a couple of these categories ourselves.

1. Family and Close Friends: It is so important to have a good support system. They mean well, but often can’t understand your unique decision-making issues. You’ll hear a lot of “Don’t worry about it” and “Who cares what people think” and “They’ll get over it.” Sometimes, this is good advice, but often we DO have to care what others think because it has lasting impact to our business and people are depending on us. It’s also difficult when those close to you think your ideas are just plain kooky (and let’s face it – sometimes they are) because entrepreneurial types just think differently.
2. Team/Staff: This very important group of people often have inside knowledge of your business but don’t see the big picture like you do. They often see the money coming in but don’t have a real grasp of the cost of running a business. They see how business decisions relate to them, but don’t have all of the information to see how it relates to all the other interlocking parts. They may feel your decisions “aren’t fair” when you’re really doing the best you can.
3. Clients/Customers/Patients: As consumers it’s all about “me.” We all do it. Your clients evaluate your decisions on how it affects them. They don’t know and often don’t care about taxes, insurance, regulations, operating costs or the other clients you are trying to serve. It’s wonderful when they DO take these things into account, and it does happen, but it’s not their job.

Do what you can to gently educate those you interact with on why you make the decisions you make. Sometimes they are judging based on mis-information or non-information. Make the best decisions you can to serve your business, your team and your clientele. Possibly the best thing you can do is find support in those who are dealing with the same things you are. Not to complain or have a gripe session but to find genuine camaraderie in others who are in the trenches just like you are.