Treat everyone fairly, not equally.

High producers need a little flexibility. They like to know they can bend the box. Too often, I see managers go to one extreme or the other. Either there are no guidelines or standards, leading to a renegade style among employees, or there are too many rules and processes, which everyone must adhere to regardless of their production—otherwise, they are out.

When I hear from owners / managers complaining..

"Steve is asking for more money again...." or "Steve is such a prima donna."

Who is Steve? Without fail, he is the one that is producing 35% of sales. Or he is the project manager beating every budget and timeline. Or he is the crew leader with the hardest property and makes it look easy.

You need to embrace it, not fight it. 

When you treat everyone equally.....you are putting restrictions on talent that isn't necessary.

It's like squeezing a guitar too tight. You have to understand talent.

In the service world, when you have an A+ player, you absolutely need to have a framework with guardrails. However, you must ensure there is enough flexibility to adjust the rules occasionally for them. A+ players know their worth. Have you ever noticed that the least productive technician rarely asks for a raise, while the most productive one is constantly pushing for higher pay or other benefits?

You distinguish yourself as a manager or leader when you can manage both ends of the spectrum. You need enough rules, processes, and guidelines to ensure uniformity and prevent poor performance. These standards should not only prevent underperformance but also elevate employees to levels they have yet to achieve. Simultaneously, you must be able to adjust these same standards so the A+ player can excel.

The next level of this scenario is not just how you manage the A+ player when flexibility is needed, but how you handle the B and C players in such cases. Naturally, they may feel like you are playing favorites, which can cause resentment. Some people will understand the reasoning, while others won't. It’s no fault of those who don’t understand. However, those who do understand but fail to adjust their behavior, learning, or hustle to become A players are the ones you should be cautious of.

As I've often seen firsthand, people tend to treat A players like C players to avoid difficult conversations with the C players. Owners and managers frequently resort to a 'one size fits all' approach, which harms the A players.

The reality is that A players should be treated and given the bandwidth of A players. 

There is a saying in the sports world: "Treat everyone fairly, not equally."

There is a great story about Kobe Bryant, that when a teammate was complaining about Kobe not passing him the ball, Kobe told him "You don't work hard enough for me to pass you the ball." 

Do you think Phil Jackson treated Kobe the same as Smush Parker? Or Andy Reid treats Patrick Mahomes the same as the practice squad kicker?

Now, I'm not saying let A players be scumbags or ruin your team. You can't have...cancers. That is unacceptable. But that is also the balance with A players. You have to have enough clear dialogue and respect with them that they know they can bend the boundary, but if they break it....there is a problem. There has to be a mutual understanding.

Another visual I would tell managers when dealing with A players. Think of a rubber band. Sometimes you have to let it stretch, and sometimes you have to bring it in.