Truth, the Whole Truth and Nothing But the Truth

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A quite famous phrase, especially in sworn testimonies.

A MUST for Customer Support & Services.

Although everybody agrees that is very basic, how do we make sure is followed and lived by all employees, it is in all applicable procedures? How do we make sure it is embedded in company’s values?

We can easily find several examples in our professional life, which in fact not the whole truth was told to peers and bosses, not all the details were revealed to customers about actions to solve their issues.

Was it worth it? Of course not. It never will be.

Telling the truth will allow acting quicker in seeking for the correction, in seeking to build plans to mitigate risks. It sounds so obvious. Doesn’t it?

If it is so obvious why, still nowadays, companies go bankrupt because important information is not disclosed to the proper channels in the proper time even though it is known. 

Relationships between suppliers and customers are destroyed because they do not work on a transparent environment, accepting responsibilities whenever the case is.

Fact is nobody wants to be associated with someone or company which you cannot trust, which you are not sure the truth will reign the relationship as hard as the truth may be. Especially in the relationship SUPPLIER - CUSTOMER.

THERE IS NO VALUE IN NOT TELLING THE TRUTH, IN OMITTING INFORMATION !!

Having said that, how do we focus on TRUTH?

Let me give actual examples/excuses for holding the truth:

· My boss does not like to receive bad news. 

· Customer will not like what I have to say. 

· I am afraid to create a liability to my business and hopefully I will find a solution. 

· I will lose an opportunity in the company to an extra bonus. 

· I will not show my failure to the others, hopefully nothing is going to happen. 

Do they sound familiar?

First things first.

It has to come from the top, believing, valuing and practicing, walk the talk. Then translated into the company policies. 

Work on the leadership, and then go for the teams.

Examples I listed above all started on the leadership behavior. Make sure they are banished from your company.

Leaders must encourage people to value TRUTH over anything else. They shall feel protected and actually motivated to promote the TRUTH in their daily business and environment. Never punished. 

Nobody is perfect and failures are part of human existence. It is what make us great, evolving continually. If you punish mistakes, people will be afraid to risk and not evolve. Not motivating the TRUTH and punishing mistakes will limit the potential of the company to grow as people will not work freely and relaxed, not willing to take risks, killing opportunities, which could be your way to success..

Hire people, which you are sure, values the truth. Most of the hiring processes have no specific procedure to find that out. Make sure yours have. There are today procedures to filter better this characteristic, values, which are embedded in each individual.

After working on leadership and teams, focus on policies and procedures, which guide the relationship with the customers. Is TRUTH explicitly mentioned? 

Do you give autonomy to the customer service personnel to be sincere with the customer allowing the case to be assessed on the most effective way possible, thinking outside the box, even if this would cost more? 

Is there a specific training in how to be always transparent seeking for the best solutions for both sides?

What about the relationship with your suppliers? One thinks the other is hiding something, which might implicate them negatively, a “catch-22” situation making the transparency not a virtue in the relationship.

This has to evolve. Take the lead and start playing transparent. They will follow you. There is nothing to lose on the long run. Create a win-win-win (company-supplier-customer) scenario.

One shall ask, what if we are transparent, we are honest and speaks the truth no matter what? Are we exposing ourselves? Are we exposing our company? Aren’t we being too naive?

No!! On the contrary, you are helping your company to be in business for long. Not counting the fact that you will sleep much better….

Truth brings dignity, loyalty, partnership, trust, win-win, better results, more business, more customers.

Don’t you believe they are the foundations of a successful life and business?

Is it difficult to find people who thinks like you? Lead and be the example, do not wait, do it first. I am sure the others will follow, inside and outside your company.

Do you want to have a sustainable and growing business? 

Start by motivating everyone to value the truth no matter how hard it is. Or don’t and wait for bombs to explode on your lap. The choice is yours.

Am I preaching to the choir? Great if I am. Let’s put in practice then. Let’s make it happens.

Mar 2019