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At a team meeting recently we listened to some positive client feedback and the words that resonated time and again, were ‘integrity’ and ‘good customer service’, which was of course music to my ears as I believe they go hand in hand.

Firstly let’s define integrity as – ‘Doing the right thing because it’s the right thing to do’.

Sometimes in business there is that ill conceived notion that you have to play hard-ball and be perceived in a certain way in order to succeed. However simple honest truths are really what most people look for in companies that they wish to do business with now and in the future.
If you are assured of the integrity of a company you can then be pretty much assured of that same company possessing a multitude of other quality traits that good businesses incorporate in their ethos.

Great Leaders Never Compromise Their Honesty and Integrity by Cheating

This filters down through the organisation of a company allowing all employees to perform well and provide excellent customer service.
However, it can only be achieved if staff are given proper support and trained well by their management team, who need to exemplify that integrity in the first place.

Importance of Integrity in Giving and Keeping Promises

We all work within timelines and schedules. If you promise to deliver to a client within a certain time-frame you have to stick to this, it’s that simple. This is why you must have realistic timeframes that you and your team have agreed on so you can deliver quality work on time again and again.

Leaders with Integrity Aren’t Afraid Of the Truth

“Seeing the world as it really is, not as you wish it to be.” – is probably the most important principle of leadership.
A good example of not following this principle would be Enron, the American energy, commodities, and Services Company based in Houston, Texas. It was revealed that it’s reported financial condition was sustained by institutionalized, systematic, and creatively planned accounting fraud, known forever more as the Enron scandal.

Previously, Enron was cited as one of America’s most innovative and daring companies with a well-connected CEO who had contact to some of the most important and influential people in the US including the then President.
The only problem was Enron’s success was built on a lie. Which unfortunately sounds all too familiar to anyone who has lived in Ireland over the last decade and witnessed at first hand the disastrous affects businesses and institutions without integrity have on the lives and welfare of millions.

Customer Service

As for good customer service, well for me it is as simple as this - treat customers, as you would like to be treated. A happy customer will always return for more so it is vital to keep them happy, by building a good relationship with you clients and customers.

As Theodore Roosevelt saw it “People don’t care how much you know until they know how much you care”.

To conclude, when I hear back from clients who cite our integrity and customer service as second to none, it makes me feel proud of my work, of my team and the company that I work for.

Remember “There are, basically, three kinds of people, the unsuccessful, the temporarily successful, and those who become and remain successful. The difference is character.” - Jon Huntsman, Sr.

Articles by Lorraine Bolger