In a recent conversation with a colleague of mine the topic of business integrity came up. Actually, I’ve had this type of conversation many times during the nearly 20 years I’ve been in business.
It seems in some circles the word integrity means something completely different than in other circles.
Let’s start with the Webster’s Dictionary definition.
: the quality of being honest and fair
: the state of being complete or whole
Full Definition of INTEGRITY
1: firm adherence to a code of especially moral or artistic values : incorruptibility
2: an unimpaired condition : soundness
3: the quality or state of being complete or undivided : completeness
It’s amazing the number of entrepreneurs who use the word integrity to define the way they run their business, but a closer look reveals a contradiction in their use of the word and their actions.
Many of these entrepreneurs call themselves heartcentered, soul based, or integrity based business owners.
Yet their actions are so far removed from the very way they define themselves.
Here are a few examples of how people may be missing the mark when it comes to their expression of integrity.
1. Information Product Purchases.
There are those who buy information products, digest the information and then ask for a refund while applying (and benefiting from) the very information they are requesting a refund on.
For some this is not a one time occurrence, but rather a standard, business as usual, practice.
Really?!?! Is this someone who is walking in integrity? I think not. It’s one thing to buy a program, go through the information and if you really feel it is misrepresented asking for a refund.
On the other hand, if you bought a program, used it and know, beyond a shadow of a doubt the information was as represented, what the heck are you asking for a refund for? Would you want people to do that to you? Likely not, so why do it to others.
You wouldn’t believe some of the lame excuses my colleagues and I have heard. Well, maybe you would. Maybe you’ve heard these or something whackier.
“I went on vacation and spent more than expected so I need a refund.”
“I want to buy expert X’s program and before I can do that I need my money back from your program.”
Come on folks. Grow up. Put on the big girl and boy panties. This is real business.
2. Coach surfing.
You hire a coach to help you and rather than listening to their advice (which they have a proven track record on) you decide to hire a couple more coaches and bounce around on who you will listen to this week.
Sure, there are occasions you need more than one coach due to areas of expertise, but to have three or four coaches for the exact same thing is counterproductive.
There’s a good chance each coach has their own style of coaching and will make conflicting recommendations.
By taking advice from three or four people on the same thing you are going to be spreading your efforts way too thin and frustrating the heck out of the experts you hired.
Why not stick with one coach, give it 100% and get out of your comfort zone by sticking with one plan.
3. Not treating someone’s staff with respect
This one will lose you points faster than just about anything. My team works hard to give the best service possible. If someone mistreats, is rude, or acts like they can talk down to my team and I won’t mind them doing so, well… this is as close to the edge as you can get.
Years ago I ran a multimillion dollar career training company. Occasionally we would be hiring for either a sales or training position. When a potential new hire would come in for an interview one of the “tests” I had was to make them wait a few minutes in the lobby.
The fact is, I wanted to see how they treated the receptionist. Little did the new hire know this was all part of the interview process. If they were polite and treated Erika, the receptionist, as a professional they gained points.
If, on the other hand, they didn’t treat her respectfully or complained about the wait, they lost lots of points. So many in fact, they were not considered for the job.
So how do you treat members of a support team? Don’t think for a minute they don’t share great treatment as well as harsh treatment with the person who pays them because they do.
Conclusion
If you claim to have an integrity based business are you acting the part?
You’re not doing anyone a favor by buying products and services and then either asking for a refund based on your bad money management or thinking having a bunch of coaches is going to solve your problems.
You’re also not doing anyone a favor by taking your bad mood out on others. You’ll get a heck of a lot further by showing respect and appreciation than by being a jerk.
The fact is, you’re not the only one dealing with problems. Every business owner does. What determines your level of professionalism is how you handle your problems and how you interact with others in the process.
Running a business takes discipline. Often it’s the discipline of saying no, even though you think that next fun thing will make all the difference in the world. 
The discipline resides in being able to say no when needed AND saying yes to the agreements you have made. Yes in time, yes in money and yes in energy.
The discipline also resides in treating everyone you come in contact with respectfully. After all, isn’t there enough disrespect going around? The buck and ball stops with you.
What are your thoughts on walking the talk/walk of integrity based businesses? Comments welcome.
I watch people when they don’t think others are watching them. It is astounding to see how often, when they are not “on” how they treat hotel staff and the people that are working/volunteering for them at their events and how easy it is for them to treat people with disrespect and lack humility.
Integrity is a very personal thing. I think the third definition above is the purest. When there is an inner knowing of completeness and wholeness, every act from that place embodies that.
So true Carol. Thank you for your insights.
Brilliant Kathleen. I can’t believe the excuses you have mentioned. Even if I didn’t find a product of any value to me I still wouldn’t have the nerve to ask for a refund. Thanks for sharing your rant. Loved it.
In the last twenty years I think I’ve requested a refund once. It was a highly misrepresented product and definitely not what I thought I was buying. I have found that when I actually dig into a product I am going to learn something. And if I’m willing to apply the “something” there is value in the purchase. Thanks for your comments Merle.
Hey Kathleen
I am pleased that internet marketers are talking now about integrity, but before they become judgemental they themselves need to deal with people with integrity.
When a product a sold under 30 days money back guarantee, and this is very important under the condition of buying something on the internet. Internet marketers need to accept asking for refund happily without questions asked. They cannot assign the morality to the purchaser of not wanting to be looked at as unethical so that they are morally prohibited from getting a refund. I see what you write now as an ominous sign to introduce purchasing on the internet without having the possibility to have a refund. The fact that internet marketers now are questioning the money back guarantee is lacking integrity.
Internet marketers have perfected their methods in selling their products using all kinds of psychological tactics. Often you do not know what you get until you’ve got it. When they do not deliver what they propose, then refund should be eligible without questioning. This is the case even in retail stores when you purchase a product after seeing the product and talking to the sales rep. On the internet, you talk to nobody and you have no idea what the product in reality is. Internet Marketers have everything automated, it does not cost them much to have the product sold or to have it refunded. What they are moaning about is losing the sale. Well, if it is not what they deliver, then refund is eligible without any immorality attached to it. On the contrary, this should be a nudge to the internet marketer that they need to deliver what they propose to give, and to sell it as is without psychological manipulation, and to respect the circumstances of the customer, that may change overnight. They do not want it, refund and no questions asked.
One of the things that internet marketers fail to do is customer service. Customer Service is a shamble. This is particularly important when you do not have access to the business owner. The rep does not see themselves responsible for servicing it, as they are on the run for further purchase; customer service believes they can decide whom and if they service, and the business owner is not available. The customer is stuck with questions that are not answered, which means their business is equally coming to a halt. Now tell me if this is integrity. I can show you many, many examples of questions not answered, where customer service reps pretend not to understand. Sometimes questions are left unanswered for more than a week, while the customer is being grilled without having their questions answered. Customer Service is often assigned to covering up for a mess done by the business owner, instead of moving the customer forward in their business by using the product efficiently. In such cases the customer has been used and abused. When under such circumstances the customer reacts with fury, well ask yourself first about the integrity with which the customer has been dealt with. Reality is, customers needing the internet and internet facilities is taken for granted, and the sale is in need now to be pushed through by attaching immorality to the customer who backs off and is in need of their money, without the business owner taking measures to ensure the customer in first instance is being served in a timely manner and is moved forward to using the product as intended to be.
I think before internet marketers take the word integrity in their mouths, and be judgemental over others, then they need to deal with things with integrity in first instance. What I am concerned, internet marketers care about nothing else but the sale. The customer has more than the sale on their plate; they want to move their business forward. If the internet marketers do not deliver, whether the product proves not to fulfill the customers needs, as promised on video, or whether they are not taking care of proper customer service to ensure the customer is using it properly, or even if the customer’s changed circumstances over night, then refund is eligible.
I have seen a lot in the world of internet marketing, and I am washing my hands off internet marketing, for the above reasons, and I think with that I am possessing high level of integrity, and I guess, they have lost a goose that would lay a golden egg twice a day, and I hope the rest of the world will follow suit. Then internet marketers may learn the lesson.
Maggie, you make some excellent points. Thank you for taking the time to share your thoughts.
As with anything, we cannot assume everyone is the exact same. I am an Internet Marketer and I do pride myself in quality products, service and caring about my customers and clients. All of my colleagues also feel this way and act accordingly. There are many levels of Internet marketing and many communities.
It is sad when people are taken advantage of on either side of the issue. But I do assure you, there are many people who have the utmost integrity in running an Internet based business.
Again, thank you so much for your comments and I hope you will see that I am a real person who sincerely cares about the people I deal with.
Wishing you much success in all your ventures.
Kathleen,
Oh, how I LOVE this post!!!! I have found that the “spiritual” and “heart-centered” online marketers and life-coaches are the biggest hypocrites around!!! [Obviously, I am NOT talking about you! Bases on this article and what I’ve read about you in your bio, I LOVE you and people like you!]
I stopped listening to what people say several years ago. Now I just listen to what they do. How do they treat me? How do they treat others? (Doesn’t that just tell you sooooo much about a person!)
Anyone who KNOWINGLY buys an information product KNOWING all the while that they intend to go through all the material and return the material for a full refund within 30 days, regardless of how useful the product is, are what I like to refer to as ‘human garbage’. Someone took years to acquire that information AND countless hours to compile that information in an easy-to-learn format (videos, PDF’s, slides, reports, books), and somehow you feel justified in effectively STEALING THAT INFORMATION — All that time and energy and life-force that was used to bring that product to LIFE? What kind of twisted logic can justify that behavior? The best part is that the people who engage in this activity are the VERY people who tout themselves as leaders or are planning on becoming leaders in the online community. I guess they feel that once they ‘become really successful’, then they will have the money to let fellow entrepreneurs keep the purchase price paid for their products.
Anyways, thanks so much for bringing up the subject! Great article. I have signed up to follow your blog and hope we get to keep in touch. You are the kind of person I would love to work with!!!
Take Care,
Jupiter Jim
Thanks for your comments Jupiter Jim. I appreciate you taking the time to share your insights.
Hello Jupiter Jim,
I read your comment above that “spiritual and heart-centered online marketers and life-coaches are the biggest hypocrites” & as a spiritual, heart centered life coach & healer, that maintains a very high level of integrity in her personal life & business dealings it’s really disappointing to hear this has been your experience.
I don’t know if there’s a difference between the USA & Australia where I am, but gee I sure hope this changes for you & anyone else that finds this to be true because our profession certainly doesn’t need this kind of press!
Thank you for your comments Carolyn. I also consider myself heart-centered, but I do know, regardless of the industry there are those who are completely in integrity and those who are not.
We must all hold ourselves to the highest standard and be willing to do what we know is the right thing to do regardless of what others do that may not be of the highest standard.
Oooh, love it. I agree on so many points …
Yet, the truth is I appreciate a good rant and this was one of them 🙂
THX
Thanks for your comments JMC
Kathleen,
I really appreciate all the points you have made. As a therapist, I have worked with clients who are shopping around, taking a few sessions from me and a few sessions of a different modality and few somewhere else. There is no commitment and no depth so my treatment doesn’t have much of a chance to work.
However, on another point, the one about people returning products, I have to say there is another factor that has not been mentioned. What I am talking about is the sales pressure, the salesperson who says “Buy it by tonight or the price will change tomorrow; you have “no risk” and can return it within 30 or 60 days with no questions asked.” They go on and on convincing the listeners to buy, and many of us get tempted to buy something we really can’t afford and don’t really need. That is not only the buyer’s lack of integrity, it is also the salesperson’s high pressure that pushed the buyer out of their comfort zone.
Warmly,
Dr. Erica
I agree with what you are saying regarding some high pressure tactics. What I was referring to are those individuals who make it a habit to buy and refund, not those who rarely ask for refunds.
What it boils down to is motive and intention on both sides of the buying process. Thanks for sharing your thoughts.
Hi Kathleen,
Good post, good conversation and hot topic! I’ll confess that this topic makes me sad and sometimes I am appalled at people’s lack of congruence. Yet, I see it repeated in such alarming rates that I’ve come to realize that people have rupture zones where they are incongruent, dissociated and can break their own values without blinking. This is more common than we think, not just present in people who may be obviously consider of low integrity.
Sexism and racism, for example, create incongruence. For example, some men who ordinarily are honest and who would not lie on their tax or to a client will lie or cheat to the women in their lives, especially to the woman who loves them and is there for them.
Here’s a story about those moral ruptures:
I was was hanging out with a friend, a fellow writer, in a bookstore. She took a great book out, went home and read it in a giffy. I was staying with her and in the morning we went back to the bookstore. I thought she was going to buy another book. But no. She returned the book and got another. She did not see anything wrong with this. She laughed and saw it as being smart. This is a woman who is an author and knows that the author will be deducted this return! When I inquired more, I realized that she justified her behavior by saying that these corporations (bookstore, publisher) make a lot of money. But this was not the point. The point was that she was not in integrity. It did not cross her mind!
What you are saying is true, but I think that the only thing we can do is truly, deeply and heartfully examine each option we ourselves make to ensure that we are congruent and in integrity. This can help us avoid our own moral ruptures.
Unfortunately, people who are blamers will point the finger always at someone else and do not accept their own responsibility. As long as they do this, they cannot heal their moral ruptures.
Thanks for this conversation on an important topic.
Blessings,
Maria Mar
Thanks for your thoughtful comments Maria. Amazing about your friend and her justification. I suppose if we think hard enough, we can justify just about anything. And yet, that doesn’t make it right. But sadly, many people don’t see anything wrong with these types of actions.
Thank you for sharing.
Thanks again Kathleen for bringing up a valid point. It is unfortunate to see many values diminishing as the years go by and integrity is definitely one of them, along with being honorable and keeping one’s word. It’s also to important to point out that this lack of integrity can be with sales people/marketers and clients/customers. It can be a characteristic of anyone, anywhere in any age group and it takes a strong person who really holds true to their values to maintain their integrity in a world where it is fast disappearing!
Yes Carolyn. It is something that can happen on either side of the sales issue. And it is up to each one of us to walk in the highest level of integrity and honesty.