As I was standing in my kitchen last night, cutting off 3-inch stems from my spinach leaves, I was reminded that a few years ago those stems would have been trimmed off before sale. Or my recent toothpaste purchase that looked like the last one I bought but when compared, was 3.5 ounces smaller. I wouldn’t have noticed except I compared the sizes. Same cost— less product. I regularly feel duped and cheated by products and services of well-known brands. Do companies think we don’t notice we are being cheated? Brand loyalty is a two-way street. As a consumer I feel less inclined to stay loyal to brands that do not value me, their customer. Once that trust is broken, it’s hard to get back.
It is not unreasonable to expect companies to deliver on their brand promise.
I have been a business owner for over thirty years and I can tell you that every single customer means a great deal to me. I treat them the way I want to be treated, with honesty, integrity and respect. I provide great service, expertise, talent, experience and loyalty. I keep my word and deliver what I say I will deliver. I earn that trust every day. Those values are a part of my brand promise.
Were companies more ethical in the past? I don’t know — I know that I have the same values I have had all of my life and they seem to be working. When you love what you do, you want to do the very best you can for your customers and keep pushing yourself to improve and provide a better product and service. To bring value.
In a world where everyone has so much to say, I would like to believe that people do cut through the noise and actually recognize integrity and honesty and value those qualities. Sometimes you just have to look a little deeper to find the best match for you and your company.
I have faith that people see integrity when they meet it and support those businesses.