Most
of my adult life I’ve studied motivational philosophers of business such as
Napoleon Hill who have all said much the same as above. I have a library of Tom
Peter’s books beginning with In Search of Excellence which glorifies those
companies who make going the extra mile a daily mantra and habitual activity.
So, I can say that I’ve had loads of mentors on this subject and believe in this
philosophy myself.
Do
I always embody this in my daily business life? No. Do I want to? Yes. Is there
a point that too much service is given for payment rendered or scope of
contract? Where is that line? Who draws it? What is the criterion for individual
judgement? Or is there a universal criterion?
I
may have a personal philosophy that has me feeling perfectly okay to do one
thing, while other team members of high rank or lower may feel somewhat
different, especially about certain clients. Some clients are clearly needy in
comparison with others. I think this will always be the case. So, the
common question remains of how far do we go to serve the client?
These
are all interesting questions, and I don’t have the answers to all of them, yet
as a business leader, I know what I want to do. I want to serve the client to
the best of my ability and resources less based on financial criteria and more
based on how I feel in my heart. This is commonly expressed throughout time as
the Golden Rule. To do unto others as we would have them–even like them–to do
unto us.
It
is easy as pie to say, “they didn’t pay for this, so they shouldn’t get it,” and
such kinds of judgements based on financial aspects and attitudes of the client
and the server. Even the fact that this is true doesn’t make it good for
business. This takes us back to the old adage of “business is business,” and
“it’s not personal, it’s business.” I’ve always disliked those
personally.
Then,
I think of all the transactions and feelings that I have had as a consumer or
customer and especially the ones that didn’t feel good to help guide me to not
repeat those scenarios to my own clients.
Based
on all of that, I go with my heart more than anything and I feel good after the
decision. Personally and professionally, I think this is all that really matters
in making the right decision.
