It’s Only a Word.

Come on Craig, it’s only a word, said my customer.

‍Building a Case

It’s a good story, but let’s back track to fully understand what brought me to this point.

Throughout my life, values of honesty, integrity, and trust were words people might use to describe me.  My career path certainly points to these same values as possible reasons why I ended up in certain positions.

As a CPA at an accounting firm, I certified financial statement accuracy.

As a controller at a small business, I managed the company and personal financial assets of the owner.

As a COO, I hired, fired, promoted, and made strategy decisions for a growing business.

Pin Selling is Easy

So, when 2008 marked the beginning of my career as a pin seller and the owner of Pinpros it seemed a walk in the park in terms of managing values or ethical decisions.  What issues could possibly be associated with lapel pins?

What seemed more challenging in this new position as pin seller was, well, selling.  This makes sense given my introverted disposition.

I often joked with people, if I had to wake up every day knowing I had to go sell, I would have probably killed myself (joking of course).  Over time though, I learned I was actually good at selling things I believed in and understood.  It also helped that the customers came to me rather than me going to the customers.  Isn’t the internet a marvelous thing? 

However, within the first year of selling pins I was confronted with more value related decisions than any previous jobs I had performed.

Can you make a pin of a Disney character?

Can you make a pin of a woman’s anatomy?

Can you make a pin of this satanic emblem?

Can you make a pin that includes the “F-word”?

Each question had its own ethical and value tempting component.  Things were also different.  It was my business reputation, it was my source of income, it was my future.  The consequences all rested on me and sustaining a livelihood was a big one.

The “F-word” dilemma raised its head early and often. 

An Example

I recall a situation in the first year.  I was sitting at my desk, my conscience getting the better of me.  I had let a button order go through containing the “F-word” going against my better judgement.  So, every time I heard the press-click I cringed.  It took half the order before my conscience got me and I called the customer saying I’m sorry, but I can’t complete your order. 

For them the word seemed meaningless, and ridiculous to even question.  But, for me it was going against my values.  I was berated, probably more so for not saying something upfront, than cancelling the order.  I learned a valuable lesson, so I thought.

It was experiences like this that helped me define my motto:

Do the right thing for the right reason.

and

No matter the situation, take care of it up front.

From that point on, company policy said, we do not do pins containing the “F-word”.

So, over the years, I said “NO” many times, but this time was different.  It was a top 5 customer.

Losing the business would hurt.
I doubted. 
I felt pressure.
was I being unrealistic?

But, I told them, no.

They tried to change my mind.  They justified, they lightly threatened leaving, they couldn’t understand why this was such a big deal.

Frustrated they ended the call, and all I could do was wait.

Waiting is sometimes the hardest part.   So, having a wife who supports those same values and has a way of reassuring that I did the right thing has always been helpful.  Deep down, I knew it was right, but it is never easy.

Ultimately, they stuck with me.

A couple years later, they eventually left, not solely because of my stand, but I’m sure that had some bearing on the decision.

It was hard to see them leave, but what I have found is when you do the right thing for the right reason good usually circles back, even when the right thing may cost a lot monetarily.   It’s the right thing when little is at stake, but even more so when much is at stake.  I have replaced my share of top 5 customers over the years.

The Moral of the Story

In the end honoring your values brings something far greater than money, it brings happiness.

Often we whittle decisions down to calculations, but in matters of ethics and values there is only one indicator, and that is how you feel.  Values are matters of the heart not the mind.