Can your business handle the truth?

business values and truth Too often in business we fail to speak the truth. Instead we say what we think people want to hear and act as we're told to act. What would be the impact on your business if your customers knew what you really thought?

You may remember the story where a small US bag manufacturing company spoke up about what they think of a certain President.

On the washing instruction labels of bags they exported to France, they wrote, in French, words to the effect: We're sorry our President is an idiot. We didn't vote for him.

Not surprisingly this little action caused something of a stir. Was it a marketing ploy? I don't think so. I believe it was a case of speaking up, and speaking honestly. Has it been good for business? Very probably, but I doubt that was the main driver.

I blame the fact that many businesses fail to be honest on our parents. Well maybe not, but it's certainly past generations who have fed us business values like 'the customer is always right', 'don't say no to work' or 'work hard now, relax later'. This is all madness.

Try these alternative business values for size and imagine the impact on your business if it were widely known this is how you truthfully felt.

Imagine each as a component of your company manifesto - a business values statement that customers and business acquaintances were invited to read before any relationship commenced.

Here's what a typical soloist's business values statement might look like:

“I don't think that clients are always right”

And neither am I. Until we fully understand each other we might reasonably expect there to be differences. It's part of the process of growing a meaningful, lasting relationship. If I disagree with something you request or say, I will attempt to have you see my point of view or ask for further clarification of your view. I respect your position and ask that you respect mine. Agreement is the key - whether agreement to discuss further, move on, or agreement to part company.

“I do say 'no' to work”

Quite often as it happens. I’m clear about what I do and who I do it for. I only work with ideal clients and in that way, strive to only deliver fine work. If you're not for me I'll help you find another organisation better suited to support you.

“I have fun at work every day”

I have a life and it shows. I don't meekly advocate that there should be a balance between life and work, but rather that there's a balance within life and work. I enjoy today and look forward to tomorrow. My clients are my partners and allow me to be who I am.

So what do you think, would these business value statements attract or repel work? If you were a client or a potential collaborator would you like to work with the soloist holding these views?

If not, maybe you'd best stick with the 'language of the usual' and keep plugging the heartless stuff about 'best practices' , 'customer focused' and 'results orientated'.

When it comes to the language of the usual you can say what you like, because chances are no-one's listening.

Robert Gerrish is Flying Solo’s managing director and founder and works as a business coach, professional speaker, business commentator and consultant. He’s the co-author of Flying Solo – How to go it alone in business.

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Honesty wins me far more clients than it loses. Being upfront with the unpalatable realities of life, breaking it to clients that they are horribly wrong in their assumptions, using language they respond to, setting expectations and demands on the client - all of which is assumed to be "bad for business" seems to work for me.
Just this week I was called in to act as a company accountant because the two directors couldn't chose between their respective accountants. It was a long meeting, covering a lot of ground, for much of it I felt like I was giving them a good telling off. Suddenly I'm flavour of the month.
Denise Maffey CA from Kumeu NZ
I do my best to stay honest too. I find it easier to tell a prospective client that I am not suitable for their project and that I recommend so and so or a different approach. In the end I get a good recommendation and feel better about myself. I look forward to each day - no matter if it's a full work day or time out, or a combination of both. I don't like to categorise certain days and that works better for me.
Robert - can we use your 'typical values statement ' above as a basis of our own? It sounds really clear. Cheers.
Now, to work on winning the projects I do want! (smile). Happy new financial year to all! Karen from Springwood NSW
Karen - you can most certainly use any part of what I've written...and I've little doubt you'll improve it hugely! Robert Gerrish from Flying Solo | Read my articles
Thank you! Karen from Springwood NSW
The Vision, Mission Statement and Core Philosophy of my business is very clearly stated in big, bold letters - "If we keep doing the right thing, you'll keep coming back!". But , as you pointed out, Robert, there's a lot more to it than that - it's really all about having the integrity to work and behave by your own high morals and ethics. Like you, I only accept the work that I can do well and if its ethical - if I can't do the job justice, or I don't believe that the client is someone I'd want to be associated with, then I learn to live within my means. Grant Hyman from Sydney | Read my articles
I agree! As a consultant, my clients want me to speak the truth, even when it's not what I think they might want to hear. More often than not, it turns out that they've engaged me because they think they have a problem, and want an objective second opinion. They're paying me to be open with them about what I think, not to put a spin on things.
I also agree 100% about saying "no". It's been a learning curve for me, but the control over my own destiny I get has been awesome, and it's built respect among my clients. I've said "no" to something I didn't want to do, only to be offered something much more interesting by the same client. And I've lost count of the number of family members who have cautioned me that I shouldn't knock back work; they just don't get it. Graham from Sydney

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