Thanks again to David Friedman for sharing such an important fundamental:
DO WHAT’S BEST FOR THE CLIENT/CUSTOMER. In all situations, do what’s best, even if it’s to our detriment. There’s no greater way to build a reputation than to steadfastly do what’s right for others. Be client and customer focused. Every day.
I presented this to our team in a group email and asked a specific member of the team to take the lead and and start a conversation. Then asked the others to ‘respond all’ with follow-up discussion. Here is some of what we got back. No edits, just raw personal insight and collaboration.
Scott D: I like the statement in all situations, do what is best. I believe in applying this to not only working with our customers but also in our daily lives. We were created to be servers and by doing our best for others shows them that we truly care and can be counted on to help them in times of need. It may be as simple as holding a door open for someone and greeting them with a smile or it could be driving five hours to meet with a customer that has a problem and the only way to help is to be there in person. Your reputation is built on how you serve people and the integrity that you have in doing your best in all situations.
Kenny G: For me this is a “Code of Honor” that speaks to the character of who you are and the credibility of what you represent. In this day and age, this gets lost in immediate gratification and stains reputations. Sometimes “Doing the Right Thing” isn’t easy, but in the end, strengthens relationships and broadcasts dignity.
Gordon G: Words to live by. For almost 17 years with OCP I have used this statement to guide my actions with my dealers. Our customers are so busy with all that the manufacturer dumps on them, they sometimes do not take the time to review all the options that the manufacturer puts before them. My customers have come to respect my review of programs and will tell them the truth about whether or not I think it fits their business model and give my opinion. Being open and honest will help you in the long run even it means you don’t get the one deal sitting on the table at the time.
Brian O: You have to have faith that by doing what is right, may not help you in the immediate sense, but in the long run you will see a payoff.
Jim S: Being honest with our dealers regarding programs (Direct etc) I am honest in my assessment as to whether the specific program is a good, positive and/or profitable program for their particular business model. I always have felt that when the time comes to promote a program if the dealer feels that I was honest and up front with him about past offerings then he will pursue the path I have suggested and promoted.
John H: These are words to live by. Whether it is at work or personal dealings, put yourself in the person’s shoes you are interacting with as if you were dealing with yourself and you will do right by the customer, yourself and the company.
Mike D: Ultimately, every selling situation involves making a connection between two individuals who like and trust each other. That is by working with individuals with whom you have gained trust by doing what is in the individuals best interest.
Bob F: Throughout my career I have always taken the approach of putting myself “In the customer’s shoes” when recommending a promotion or program because every customer has different objectives for their company. Every program or promotion is NOT always a good fit for every customer. Also by taking this approach consistently over time the customer will realize you are looking out for their best interests and trust your opinion when you recommend them to participate in a promotion or program.
Reading responses like those above are quite humbling to me. It is encouraging that we have individuals with this much depth to them. A special thanks to our team for their participation. We believe it is a privilege to learn something new each day. For more information, contact OCP here.