"Character is much easier kept than recovered." -Thomas Paine
"You can easily judge the character of a man by how he treats those who can do nothing for him." -James D. Miles
I recently visited a service provider in my local area, and received the value-added service that I have now come to expect from the organization. In fact, their service offerings are nearly identical to many local competitors, but I continue to loyally patronize the organization for one particular "plus factor": character. Quite simply, not only do their representatives not attempt to sell me products and services that don't fulfill my needs, but they will also inform and dissuade me if I am requesting a product or service for which I do not currently have a need. Now THAT is a plus factor that makes financial sense.
You have likely observed and most certainly have heard or read about other organizations' business transactions that were conducted with something less than integrity and fair dealing. One does not have to be thinking of large conglomerates or evil backroom deals to understand the deeply negative impact that such actions have upon unwary customers, innocent employees and other competitors in the industry. In fact, most of our interactions with business organizations likely occur locally, whether they be our professional or our personal dealings.
Consider the organizations that you return to for products and services. Even if the products and services themselves are fungible in the marketplace, something (quality, service, dependability, etc.) draws you back to that organization or even one particular location or representative of an organization with whom you enjoy conducting your transactions. Spend a moment jotting down 2 or 3 words that describe attributes you value in that organization. Although the words "integrity" or "character" may not appear initially among the top 2 or 3 descriptors, if we were to analyze that organization more thoroughly, we would most likely discover that foundational pillars of the culture include integrity and character.
Character cannot be taught, but it will most certainly be modeled and adopted throughout an organization. For an individual who is still developing his/her character or who struggles with integrity decisions, well-placed coaching may often provide a life-changing shift toward stronger character. Conversely, a perversion of character leading to a lack of integrity will also be modeled and adopted. When the Leaders in an organization live lives of integrity day in and day out, their character--whether at home, in the community, or in the organization--becomes firmly entrenched in making right choices.
Character-based Leaders will attract like-minded team members, provide role models for others whose character is still being formed, and repel those individuals who do not share the same value of strong character. This principle holds true whether we are speaking of a family, a youth group or a project team.
When members of a Team measure themselves against a character-based standard, their personal development, professional interactions, and service to clients/customers/members is infused with integrity. Such a culture requires less formal rules, fosters teamwork and continuous improvement, and serves to eliminate many of its own potential challenges because individuals who attempt to subvert the character-based standard are quickly identified and either choose to leave or are asked to leave. A culture built upon a character-based standard provides no haven for shortcuts, duplicity, or lazy performance.
Customers recognize when they are being dealt with fairly and transparently, because they themselves are persons of integrity. Hence they not only return to your organization and its team members, but these customers also send their friends, family and colleagues to do business with you as well. Your growing customer base and healthy bottom line attest to the success of your character-based culture being practiced by your Teams.
Unfortunately, the converse is true as well, so competitors who fail to develop a character-based culture may attempt to gain marketshare through gimmicks, duplicity, or outright disregard for true customer needs and team member welfare. In the end, such a competitor will fail in business because the Leaders failed themselves, their Teams and their customers. Not a pretty sight!
You are Leader committed to the character-based standard, so I can already envision how you treat your family, your team members, and your customers. Continue to set that standard and those who interact with you and work for you will model and adopt integrity-laden principles as well. Your investment will be well worth it, both in the short run and in the end.
TODAY'S QUESTION: Are there individuals in my organization who may be failing to support our character-based culture for whom coaching may provide the additional encouragement they need to succeed here?
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