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Being true means that even when is it is difficult, your actions are consistent with your true values. When things don't go as hoped or planned, some take short cuts, throw a colleague under the bus, or breach an agreement to protect themselves. If you are being true, you resist the temptation to go there.
Most people have heard the phrase "our customer is our most important asset" or, "we treat our customers like family" over and over. It is phrases like these that draw customers in, but without muscle power behind them these phrases ring hollow and become a string of empty words. Let's look at a few quick examples.
Example 1: Customer
You enter a store to make a purchase because a spot commercial on television about the company's values drew you in. As you walk into to the store, you are warmly greeted and immediately waited on. The salesperson is very attentive and listens carefully to what you need. You walk out very pleased with your purchase and a smile on your face.
Several days later, you discover a problem with your purchase and return to the store to resolve the issue. Suddenly, the friendly salesperson that welcomed you at the door last time is not so friendly. He would like to help you but "it's not our policy." When you try to reach a compromise, you hear in reply, " I am not authorized to do that." When this happens, you are made to feel that the problem is you, and not the merchandise. You begin to think that their promotional efforts were only about bringing you in as a customer. What happened to the customer is our most important asset? What happened to family-friendly and caring about the customer?
Example 2: Workplace
Let's look at the concept of being true in terms of how companies treat and regard their employees. How often have we heard this phrase, "Our employees are our most important asset?" And yet, when the market gets tight, when budgets go south, when the competition ups the ante, what happens to the way employees get treated?
During times of uncertainty, more communication is needed, not less. Yet, this is the time when communication is most likely to shut down. In seeking answers, questions are met with dead silence. Lack of clear direction breeds confusion. Employees expend energy trying to keep their heads down and out of harm's way.
What's a Leader to Do?
"Being true" starts right at the top. It is a leadership responsibility. You have earned the loyalty and trust of customers and employees because they believe in what you stand for. Consistency of action, high integrity and unwavering commitment to do what's right has a cascading effect and earns loyalty and trust in return.
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Are You Being True?
