In business dealings, there are often unwritten rules that legally do not have to be followed, but ethically absolutely should be followed. Whether you work for a Fortune 500 company, a small retail location or even are just selling items online, following a code of conduct helps to build a loyal client base and ensure your customers are satisfied.
Recently, I was shopping for a train table for my son’s second birthday. I did months of research and now know far more about toy trains than I care to admit. I decided that rather than pay full price for a new table, I would prefer to find one on Craigslist in like-new condition. Every day, I diligently got online and checked new listings, until I was sure I would have to bite the bullet and purchase new. Just before I did this, I checked one last time and lo and behold! A brand new, in the box table and train set for a low price and it was even the exact brand I was looking for! I immediately sent a text to the seller and lucky me, it was still available! I made plans for my husband to pick the table up the next day on his way home from his first job, before leaving for his second job. Obviously, he had to make special arrangements, but it was worth it – he will do anything to put a smile on that little guy’s face! I was feeling so accomplished and thrifty that evening when I received a text from the seller: “Someone just came by and got the table-sorry.” Pure devastation. And immediately after, pure anger. Usually, I would have just wallowed in sorrow without saying a word, but this time I felt the need to speak up. I responded that I thought it was horrible she would do that after promising it to me. She responded with, “Those are the rules, first come first served.” I don’t make many purchases on Craigslist, but I was fairly certain that by responding to the ad first, I was in fact first. But I did not respond and ended up finding a much better deal, much to my delight.
This whole situation made me think about unwritten rules. Could I sue that lady for selling my table to someone else? Absolutely not. It’s her table, and she can do with it what she wants. But I left that situation feeling cheated and sad, and I don’t think any business would want their customers to leave feeling that way. Therefore, following unwritten rules like keeping promises, honoring coupons and sale prices, sticking to the original quoted price, and finishing jobs in the time frame that was initially given are so important in business today. At Royal Services, the unwritten rules are followed. Businesses need not worry about a job taking twice as long as planned or paying twice as much as they were quoted. Companies get away with this every day, and technically, they have the right to do this. But good companies, like Royal, would never dream of it. We believe in the importance of following unwritten rules in order to create long-lasting relationships with our valued partners.