How Leaders Lead with David Novak• Jul 9, 2025• 4:39Interview

Why the CEO of UPS Changed the Rules on Tattoos and Hair

From How Leaders Lead with David Novak

Carol Tomé•CEO, UPS

Executive Summary

Upon becoming CEO, Carol Tomé modernized UPS's outdated employee appearance policies (e.g., allowing natural hair, tattoos) to attract diverse talent and foster authenticity, despite pushback from retirees.
Tomé spearheaded the creation of a new corporate purpose statement, "moving our world forward by delivering what matters," to align the company's mission beyond logistics to include social good.
She defines her personal leadership philosophy as "lead to inspire, serve to create, give to remain," emphasizing her focus on developing people and building a lasting legacy.
Tomé highlights her success in mentorship, citing several former direct reports who have become CEOs and CFOs of major public companies, such as Home Depot and Tractor Supply.

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Concerns Raised

Resistance to change from long-tenured stakeholders or retirees.
Balancing tradition with the need for modernization in a legacy company.

Opportunities Identified

Attracting a wider and more diverse talent pool by updating outdated corporate policies.
Increasing employee engagement and alignment through a clearly defined corporate purpose.
Building a strong leadership pipeline through dedicated mentorship.

Key Themes

Modernizing Corporate Culture

The discussion highlights the immediate need to update long-standing, restrictive employee policies, such as those on hair and tattoos, to reflect contemporary societal norms. This change was positioned as essential for attracting and retaining talent by allowing employees to be their authentic selves.

This demonstrates how legacy companies must adapt their internal cultures to remain competitive in the modern talent market, where inclusivity and personal expression are increasingly valued.

Purpose-Driven Leadership

Carol Tomé emphasizes the importance of defining a clear purpose for both the organization and for herself as a leader. She led a collaborative effort to establish a new corporate purpose for UPS and engaged in deep personal reflection to define her own leadership mantra.

This illustrates the shift from purely operational or financial goals to a purpose-driven approach, which can enhance employee engagement, guide strategic decisions, and strengthen brand identity.

Navigating Change and Resistance

The modernization of appearance policies was met with positive feedback from current employees but significant pushback from retirees. Tomé's response shows a strategy of respectfully acknowledging feedback while remaining firm in the belief that the changes were necessary for the company's future.

This provides a case study for leaders on how to manage stakeholder resistance when implementing transformative changes in an established organization.

Mentorship as a Legacy

A key part of Tomé's personal purpose is developing talent and helping others reach their highest potential. She measures her success in part by the career achievements of her former direct reports, who now lead other major corporations.

This underscores the long-term impact of investing in people, positioning mentorship not just as a management task but as a core component of creating a lasting leadership legacy.

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Topics

Leadership Corporate Culture Change Management DEI Employee Policies Talent Acquisition Mentorship Corporate Purpose Personal Branding Stakeholder Management Authenticity UPS Carol Tomé Logistics Succession Planning

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