Approx time to read:  Less than 3 minutes

Key Take Aways:

Doing the right thing is key to business success. 

  • Doing the right thing by your employees.  If you don’t take good care of them, don’t expect them to take good care of your customers.
  • Doing the right thing by your ecosystem – suppliers, partners, neighbours, community, the environment, everything is connected in some way.
  • Doing the right thing by your customers – well if you don’t you can’t expect them to keep buying from you can you?

Always choosing to do “the right thing” is the pathway to success.

 

1. Do “the right thing” by your staff

Your employees are the lifeblood of your business. They interact with customers, suppliers and the general market on a daily basis. They become the embodiment of the culture you create. You can’t expect them to take excellent care of your customers if they operate in a toxic culture.

There has a been plenty of news headlines lately highlighting the extent of wage theft in Australia.  If your business model revolves around exploiting and stealing from your staff…guess what, you’ve created a culture were such behaviour is the norm. It won’t be long before your staff steal from you and your customers.

For me, I boycott such businesses and I can assure you I’m not the only one.

 

2. Do “the right thing” by your ecosystem

Every business operates in an ecosystem. Suppliers, partners, neighbours, community, Governments, environment, society etc are all part of your ecosystem. Focus on building an ecosystem where everybody does “the right thing” and you’ll be amazed at what you can create and achieve. No more looking over your shoulder, no more avoiding phone calls, just plenty of time to focus on where the real prize is…your customers.

 

3. Do “the right thing” by your customers

It makes sense doesn’t it? You’ll be surprised…no shocked, at how many businesses do the opposite.  Simply by doing “the right thing” by your staff and your ecosystem, 90% of the job is done when it comes to doing “the right thing” by your customers.

We all have tales of being “stitched” by a supplier. Recently in Intertype’s printing business, we purchased some materials from a long-term supplier (8 years) that arrived damaged. Upon advising the supplier they immediately went into denial mode and refused to replace them.  Instead of replacing $400 of goods they immediately lost a $100,000 per year customer that always paid on time.

I’ve since discovered that this supplier had recently changed ownership and under the new owner’s staff are routinely bullied & summarily sacked, and the bullying has extended to suppliers who aren’t paid on time. It’s no wonder the toxic culture has extended to customer relationships.

By not doing “the right thing” this business will struggle and eventually die.

In business if you get the basics right, you’re well on your way to business success. One of the basics is to do “the right thing”…always.

This article first appeared in The Intertype Blog on 31st July 2019

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