December 2002 Track Selling Times Integrity Pays
Integrity Pays:
"Doing What's Right for the Client."
by Drew Robb
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(From December 1999 Track Selling Times)
Drew Robb is president of Robb Editorial, a writing, research and PR firm in Tujunga, CA. In this story he highlights the importance of doing what's right for the client.
"I had a client who used to buy from me regularly. Every year, he'd come in and we'd haggle over prices for several hours before he'd finally buy the usual inadequate research project. This was just enough to keep his firm up to speed on industry developments and client concerns, but not really enough to make any strategic difference."
Why didn't you sell him more?
"Although I tried hard to sell him a comprehensive package, he complained about budgetary constraints. Then one year, just as I was about to sign him up for the same old services, I had a change of heart. I told him that I was tired of taking his money for something I felt was only partially beneficial to him. I stressed that unless he bought the larger package, there was nothing I could do for him."
What was his reaction?
"He thanked me for my candor and was particularly impressed by the fact that I handed him back his check. And while I could have used the money, I felt that taking it would be a disservice."
What happened?
"Over the coming months, I stayed in touch and gave him tips on how to improve the income level of his company. To my surprise, he walked in one day and paid for the complete package of services. As a result, I was able to truly assist him by delivering what his company needed the most.
"Lesson learned? Always do what's right for your client, even if it means turning your back on immediate income. In the long run, you'll always benefit if you act with integrity."
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