DO THE RIGHT THING
Doing the right thing builds trust, strengthens teams, and creates lasting success.
Integrity is simple: choose what is right, even when it costs more or takes more time.
When Henry Ford was making automobiles, he took a bold step by doubling the daily wage of factory workers. Employees went from $2.50 per day to $5.00. By doing so, he cut turnover, and everyone’s attitude improved.
In 2008–2009, Domino’s Pizza found itself in a nationwide crisis after videos surfaced showing employees tampering with food. The public erupted with massive negative pushback. The CEO owned the issue and publicly confessed. He led a campaign of brutal honesty. The pizza giant rebuilt trust with customers by simply doing the right thing.
Let Your Values Guide Every Decision
You’ll find companies giving a percentage of their profits to a social cause. Others have simplified the return process when you’re unhappy with a product. A few companies have gone so far as to publish what every leader and employee makes on an annual basis. Each company is trying to do the right thing, but in its own way.
At EAG, we believe in doing the right thing. It’s a core standard for each of us. From team members to clients and vendors, doing the right thing should be pursued in every situation. This is a guiding principle that defines who we are as a company and as individuals.
A guest states that their room isn’t clean. You don’t respond with, “The cleaning crew was in your room this afternoon, and I assure you it was cleaned.” The right thing to do is apologize and assure the guest that housekeeping will revisit the room to make sure it achieves their level of cleanliness.
Put People Before Convenience
Doing the right thing will often cost you money. Give the team a raise even if the revenue isn’t there. Many would say that isn’t wise and would hurt the bank balance. All I know is that EAG wouldn’t be here if it weren’t for the talented team surrounding me. Pay your people. Give raises. It may cost you more than you planned, but doing the right thing will give you results well into the future.
Make Time for Your Team
We like to think that we control our schedules. Our lives are often planned down to the minute. Leave space for your team. They’ll need questions answered at the most inopportune times. Take the time to answer them. These people who’ve signed up to chase the dream with you deserve to hear from you when there’s a need.
Treat People With Respect
Treat people well. Don’t yell. Refrain from using insults when you’re angry. Take a few minutes before firing off a text or an email that you could regret. People have value and worth, and that belief should lead you to do the right thing. Don’t lower your standards to beat the competition. Be better. Raise your quality. Treat people like they’re rock stars. Honor the customer for choosing your establishment. Just keep doing the right thing.
Does doing the right thing always pay off? For me, yes. By doing the right thing, I can go to bed with a clean conscience. It gives me peace that no one was cheated or treated poorly under my care. It has also led to a healthier bottom line. Treat people poorly, and customers will not return, and your bank balance will shrink. It really is simple. Just do the right thing. Avoid cutting corners or finding loopholes. Be a person of honor and integrity. That will give you a team of excellence, guests who become repeat customers, and vendors who will gladly do business with you. You can’t create an unparalleled experience if you don’t do the right thing.
Creating Unparalleled Experiences,
CHRIS ADAMS
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