No Credit is Due: Bad Telemarketing

Just a few minutes ago I was debating what to write about this week — something interesting, perhaps, or maybe it was about time to give some credit to snails, I thought. Then, by some random stroke of luck, fate or writer’s lightning (a term I created just now), I received a phone call from a credit card company…

“We are all ready to complete your application,” the woman told me. “We just need to ask you a couple more questions.”

In theory this makes a lot of sense. I mean, hey — when someone applies for a credit card, it’s only logical that questions would follow. It’s like that snail I was going to compliment earlier, whereas I must give credit when — and only when — credit is due. But this theory should not apply to me, as I have not applied for a credit card within the past couple of years, not even to get a free mug or basketball with my favorite baseball team imprinted on it…

“I didn’t apply for a credit card,” I told the woman.

And this was true, of course, because who I am to lie to a person on the other end of the phone without being a politician?

“Well, you were recommended to us,” she told me.

Now, this is a nice gesture as well. I am normally honored when people recommend me for something, even when I am recommended to give up my place in line, or to give up my seat on the bus. But in this case I needed more information…

“Who recommended me?” I asked.

It was a question so succinctly worded that it could only produce an accurate and succinct answer…

“Ummm,” she said. “Well, we thought you would be a good fit.”

I can understand being a good fit for a college, a job or even a sweatshirt. But what exactly does it mean to be a good fit for a credit card? The fact that I have the desire to buy things and often must act upon those desires in order to live? I bring up this whole debacle in the column not only out of lack of other subjects to address, sans the snails, but more so because I think credit card companies need to learn from the phone call I just discussed, in the following three ways:

1. Never tell someone he or she is a good fit unless the person tries on the credit card beforehand, at which point the card is probably so stretched out that it no longer works. But then again, neither does this whole telemarketing plan regardless.

2. If you tell a person he or she was recommended by someone, make up a name of a person who served as the recommendation-giver. In times of creative lapses, use the name “Jason A. Creditcard.” This may seem incredibly fake, but the level of fakeness will never be surpassed by the false level of sincerity involved in this phone call.

3. Rather than telling a person that he or she has applied for a card but apparently didn’t realize it, use a snappy line such as “We’re trying to give you credit, dude!” This takes away from the professionalism of the phone call, but on the flip side, everyone likes to be called “dude.” And some of us even like credit.

Following these tips will probably destroy the purpose of marketing ploys, but then again, I guess that could be the point…

But I digress.

The Three Schools of Business Ethics

G. Richard Shell, author of Bargaining for Advantage: Negotiation Strategies for Reasonable People, identifies three primary schools of ethics in negotiation. To me, they are equally valuable in examining ethics in the context of business in general.

1. The Poker School – “It’s a Game”

To poker players, business is a game and anything that can be done to gain advantage within the rules of the game (generally speaking, the laws of the land), is fair and just. If you love negotiating “gambits” (lowballing, goodcop/bad cop, red herrings, nibbling, etc.), and sales “tactics” (101 effective closing techniques, 30 tricks to getting past the gatekeeper,etc.) you may well belong to this school.

2. The Idealist School – “Do the right thing, even if it hurts.”

To the idealist, there is no seperation between business in life. If you would not lie to your loved ones, you do not lie to your clients. If it’s OK to tell a “white lie” to protect the feelings of a friend or prevent a tragedy, it’s OK to tell a “white lie” to protect a corporate ally or prevent a business tragedy. While two idealists may differ in the specific set of rules they live by, they share the rigidity of doing what they believe to be “right”, even when it seems contrary to their business goals.

3. The Pragmatist School – “What goes around, comes around.”

The behaviour of a pragmatist may be inseperable from that of an idealist,but the motivation is different. While the idealist tells the truth and treats people fairly because it’s “the right thing to do”, the pragmatist tells the truth and treats people fairly because they believe it is the most effective way of getting things done. However, they will not hesitate to use deception as a necessary tool in pursuing their aims. Because pragmatists value their reputation (being seen to be honest), they will tend towards “misleading” statements over outright lies.

There are also combinations of these schools. “Pragmatic idealists” dothe right thing because of their ideals but are not above pushing the envelope of truth when the pressure is on and the chips are high; “pragmatic poker players” tend not to bluff in order to evolve their reputation as trustworthy, but will take advantage of that reputation when it really counts. “Idealistic poker players” are those among us who recognise business as a game, fully expect everyone around them to do their best to lie and cheat, but will only involve themselves in games they believe they can win by doing the “right” thing.

Possibly the most important thing to realise is that not everyone plays by your rules. Your being honest does not ensure others will be honest with you; similarly, your willingness to lie, cheat, and bend the rules does not mean the people you are doing with will do the same.

Here are a few things you can do to put these theories of business ethics into practice:

1. If you haven’t already, identify what “school” you belong to. Remember,your motivation is as important an indication of your ethics as your actions.

2. Identify at least one person that you know or have read about that seems to embody each of the three primary and three secondary schools of ethics. Once again, be aware that knowing someone’s actions without understanding their motivation will not necessarily reveal their ethical bent.

3. Discuss this tip with friends, and see what else you can discover that will enable you to be who you are while dealing ever-more effectively with others.

Have fun, learn heaps, and remember – a good poker player will inevitably tell you they’re an idealist!

Six Reasons to Give

If you run a business, you undoubtedly feel many pressures on your time and money. Why would you want to add “giving to the community” to your “to do” list? Here are six reasons …..

1. It feels good. Making contributions to the community is personally rewarding. Our values are important to us – from helping kids to supporting neighborhood cleanup efforts. Charitable contributions enable us to support these values.

2. It’s tradition. Local businesses traditionally have been principal supporters of many community organizations that do good work. Without the support of the local business community, many programs that serve your neediest residents would not exist.

3. It builds company morale. Contributing to organizations that are important to employees enables business owners to promote a more positive work environment and build shared pride in the company’s role in the community. Providing opportunities for employees to contribute, whether financially or volunteering time, improves morale and helps reduce turnover.

4. It’s good for business. Support for local causes is a good way for a business to develop a positive image, reinforce relationships with customers, and develop closer relationships with community leaders and officials.

5. It’s a sign of leadership. Great business leaders are also leaders in the community. A business owner who stands up for a cause can inspire others to get involved and can create confident optimism.

6. It’s good for the community. Studies show that vibrant, healthy communities have a strong network of charitable and educational organizations. These are supported by the volunteer time and financial contributions of private citizens and businesses. Private involvement in the larger community can affect every aspect of a community’s vitality, including its economy.

Are You Selling Out Your Integrity?

Integrity in business is a quality that is highly under-rated by executives these days. Many executives are so “pushed and pulled” by a not so hidden force called the “profit motive” that they often find themselves compromising something that without which they could lose all credibility and trust from those they are trying to retain business from.

Isn’t it ironic that something (i.e. the profit motive) that is supposed to help guide businesses into the black often drives them blindly into the red? Why is this? Well it’s because often executives who run such businesses put profits above their own personal and business integrity. This treacherous mistake can easily lead one to ruin as has been witnessed in some recent scandals i.e. Enron, World Com, Arthur Anderson and others less publicly known.

As an Executive Coach, Psychiatrist and Specialist trained in the underlying emotional issues that lead to ethical dilemmas, I have witnessed that the main causes of such ethical tragedies stem from an executive’s low self esteem. Yes, you heard it correctly, “low self esteem”. Seems ironic doesn’t it as many of us may consider some of the stalwarts of the business world who run these huge companies as the heros of our age. In fact, when one scratches the surface of these CEO’s one finds a very different kettle of fish.

A key sign of this low self esteem is as follows. Just reflect on the gruelling pace that these executives keep, some working almost constantly and neglecting health, relational needs, family commitments and other personal needs and desires. Only someone with low self esteem, or a low self regard would do something like this to themselves.

Those among us who think that such a pace is normal, acceptable and necessary are likely to question my judgement on this. That’s fine. All I ask of those individuals is to notice how they feel about themselves. I might suggest that if they are sacrificing “life and limb” just to survive then that probably doesn’t make for a very happy existence. Does it? So how happy are you really? How happy are these executives.

Such a grueling pace and out right disregard for personal needs and desires is a clear sign of low self esteem. Often executives are so unaware of how badly they feel or how empty they feel emotionally because they are too afraid to feel such feelings. The fear is that feeling such feelings might cause them to collapse or to seriously start doubting themselves. Of course this fear is quite terrifying as it portends, at least in their minds, possible decompensation at every level.

Yet it is this same fear that is forcing such executives to drive themselves harder, to take chances that are riskier to themselves and to their organizations and thereby causing them to come closer to the brink of collapse anyway. Sounds like a “no-win situation” doesn’t it?

Well the truth is that there is a way out of this vortex. If any of this is resonating with you and you are sufficiently concerned about how trapped you feel in all of this then feel free to visit the web site below. Before its too late.

Business Ethics: An Oxymoron?

Why do I believe good PR and business ethics are inextricably linked? It comes down to definitions. Ethics is learning what is right and what is wrong and then doing the “right thing.” PR involves providing counsel on the “right thing” to do and then helping the organization get credit for it.

The business and political excess of the last 10 years have taken some PR practitioners to the dark side because they felt it was the only way for their company to profit. Although I personally believe doing right for right’s sake is enough, there are some who may not share this view. OK, here’s a reason that any good capitalist can embrace: research now shows that socially responsible behavior is good for the bottom line.

A recent analysis of overall financial performance of the 2001 list of 100 Best Corporate Citizens shows that this group of firms did significantly better than the remaining companies of the S&P 500. Professors at DePaul University found that the mean ranking of the 100 Best was more than 10 percentile higher than the other firms of the S&P 500.

Additionally, they had a significantly better reputation among corporate directors and security analysts based upon results of the Fortune Magazine survey of most admired companies.

So, you see, it really does pay to do the right thing

Work Ethics – A Paradigm Shift

Work ethics is a hot topic in today’s business and educational worlds. Yet, how do we define this hybrid phrase with the word work meaning more than a specific outcome and the word ethics being more than the values that enhance that outcome?

When we say we are going to work, work becomes the place of employment. When we say we are working, the implication is that we are engaged in a work-related activity and should be performing one or more specific tasks. However, the word work in today’s global economy does not easily denote specific outcomes much less measurable ones.

Years ago when our economy was agrarian based, farmers said they were going to work the fields. Their work or more specifically the outcomes of their work could be viewed from the plowed fields to the stacked bales of hay. In today’s technology and service driven economy, workers outcomes are not as nearly recognizable, but what is noticed is their behavior.

Now, ethics is a difficult word to define, as it is more than the enhancement of outcomes. This is aptly demonstrated by the variety of expectations such as being to work or school on time, performing quality work, being self-directed, having self-initiative, or being positive to both fellow contributors and customers. Ethics, from these expectations, encompass the internal behaviors of the contributors or what I really believe are attitudes.

Let’s step out of the box and construct a new and more accurate term that meets the expectations of both the business and educational worlds. First, let’s ask ourselves are we more concerned with the behavior or the attitudes? If we recognize that it is the attitudes that drive the behaviors that generate the outcomes, it would suggest that the contributors’ attitudes have the greater impact on the outcomes.

Next, since behavior has numerous meanings, possibly we can substitute performance for behavior. Performance can be measured provided the organization has accurate and complete expectations, valid assessments that do not penalize the contributors along with a well-communicated strategic plan. Through clearly articulated goals with consistent leadership and management, contributors have the opportunity to improve their performance thereby achieving measurable results.

Attitudes of performance appear then to better describe the desired outcomes and expectations that we have as employers, educators or even parents. As we all are contributors, by focusing on attitudes early in our performance experiences, we have the means to improve ourselves, our businesses and more importantly our communities.

The Only Thing You Get for Free in Life is Hungry!

My grandfather was a very wise man. Simple but wise. He once told me “The only thing you get in life for free is hungry.” There is a lot of truth in that. I see it all the time online and offline that people are looking for the perverbial “free ride.”

Online it takes the form of “get rich quick schemes” and overnight success stories. Promises of quick money for doing nothing. While setting back and doing nothing and watching the money roll in would be nice, the truth is that very few if any get rich quick promises ever pan out.

The thing to look for if you are seriously wanting to start an online business is one that shoots straight from the get go without making promises of exhorbitant amounts of money falling in your lap without you having to do anything. The greatest companies in the world took many years to build and lots of hard work. While it is true that you can start a company with little or no money the flip-side of that coin is you will have to put in extra time promoting and advertising it.

So one way or another you invest whether it be money or time. If you hear someone tell you something like “You don’t have to do anything but cash the checks” then the check you send them will probably be the only one cashed.

There are some easy signals to spot when looking for a business to get involved in. Like red flags that should tell you whether the business is worth checking out or not.

They want to charge you to sell their products:

If their products sell so good and you will be selling them for the company then why should you pay the company for the right to sell? After all you will be making profit for the company right?

They want money upfront for information about their “Opportunity”:

You see this a lot especially offline. People are duped into sending money for information about a “Business Opportunity.” When you receive the information it is pretty much useless and more times than not they ask for more money for more info. If it were a legit opportunity especially online they would let you check it out for free.

They offer you FREE products:

This is a very popular ploy online. You are offered free products only to find out that you have to buy something to receive your “Free Bonus.” If someone says this and this are free then they should give them to you free. After all that would be the honest thing to do wouldn’t it?

Is it a real business or just a Storefront?:

Both online and offline there are fly-by-night companies that pop up, take peoples money and then as quickly as they appeared they are gone. One of the main things to look for in a Business Opportunity is to make sure the company is well established. How long have they been in business? Do they have an actual brick and mortar business or simply a P.O. Box they operate out of? Do they use only auto-responders to answer e-mails or can you get a response from a real person?

These are only a few things that you can look for in determining if a company is reputable or not. Most times just common sense is enough to tell you if they are worth checking out. The most important thing to remember is don’t pay money to anyone for anything until you at least have an idea as to what you are getting. At least then you can decide for yourself if it is worth it or not.

Minding Your Global Manners

To say that today’s business environment is becoming increasingly more global is to state the obvious. Meetings, phone calls and conferences are held all over the world and attendees can come from any point on the globe. On any given business day you can find yourself dealing face-to-face, over the phone, by e-mail and, on rare occasions, by postal letter with people whose customs and cultures differ your own. You may never have to leave home to interact on an international level.

While the old adage “When in Rome, do as the Romans do” still holds true, business clients and colleagues who are visiting this country should be treated with sensitivity and with an awareness of their unique culture. Not to do your homework and put your best international foot forward can cost you relationships and future business. One small misstep such as using first names inappropriately, not observing the rules of timing or sending the wrong color flower in the welcome bouquet can be costly.

There is no one set of rules that applies to all international visitors so do the research for each country that your clients represent. That may sound like a daunting task, but taken in small steps, it is manageable and the rewards are worth the effort. Keeping in mind that there are as many ways to do business as there are countries to do business with, here are a few tips for minding your global P’s and Q’s.

Building relationships: Few other people are as eager to get down to business as we Americans. So take time to get to know your international clients and build rapport before you rush to the bottom line. Business relationships are built on trust that is developed over time, especially with people from Asia and Latin America.

Dressing conservatively: Americans like to dress for fashion and comfort, but people from other parts of the world are generally more conservative. Your choice of business attire is a signal of your respect for the other person or organization. Leave your trendy clothes in the closet on the days that you meet with your foreign guests.

Observe the hierarchy: It is not always a simple matter to know who is the highest-ranking member when you are dealing with a group. To avoid embarrassment, err on the side of age and masculine gender, only if you are unable to discover the protocol with research. If you are interacting with the Japanese, it is important to understand that they make decisions by consensus, starting with the younger members of the group. By contrast, Latin people have a clear hierarchy that defers to age.

Understanding the handshake: With a few exceptions, business people around the world use the handshake for meeting and greeting. However, the American style handshake with a firm grip, two quick pumps, eye contact and a smile is not universal. Variations in handshakes are based on cultural differences, not on personality or values. The Japanese give a light handshake. Germans offer a firm shake with one pump, and the French grip is light with a quick pump. Middle Eastern people will continue shaking your hand throughout the greeting. Don’t be surprised if you are occasionally met with a kiss, a hug, or a bow somewhere along the way.

Using titles and correct forms of address: We are very informal in the United States and are quick to call people by their first name. Approach first names with caution when dealing with people from other cultures. Use titles and last names until you have been invited to use the person’s first name. In some cases, this may never occur. Use of first names is reserved for family and close friends in some cultures.

Titles are given more significance around the world than in the United States and are another important aspect of addressing business people. Earned academic degrees are acknowledged. For example, a German engineer is addressed as “Herr Ingenieur” and a professor as “Herr Professor”. Listen carefully when you are introduced to someone and pay attention to business cards when you receive them.

Exchanging business cards: The key to giving out business cards in any culture is to show respect for the other person. Present your card so that the other person does not have to turn it over to read your information. Use both hands to present your card to visitors from Japan, China, Singapore, or Hong Kong. When you receive someone else’s business card, always look at it and acknowledge it. When you put it away, place it carefully in your card case or with your business documents. Sticking it haphazardly in your pocket is demeaning to the giver. In most cases, wait until you have been introduced to give someone your card.

Valuing time. Not everyone in the world is as time conscious as Americans. Don’t take it personally if someone from a more relaxed culture keeps you waiting or spends more of that commodity than you normally would in meetings or over meals. Stick to the rules of punctuality, but be understanding when your contact from another country seems unconcerned.

Honoring space issues: Americans have a particular value for their own physical space and are uncomfortable when other people get in their realm. If the international visitor seems to want to be close, accept it. Backing away can send the wrong message. So can touching. You shouldn’t risk violating someone else’s space by touching them in any way other than with a handshake.

Whether the world comes to you or you go out to it, the greatest compliment you can pay your international clients is to learn about their country and their customs. Understand differences in behavior and honor them with your actions. Don’t take offense when visitors behave according to their norms. People from other cultures will appreciate your efforts to accommodate them and you will find yourself building your international clientele.