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Honesty, Integrity, and Heroic Customer Service
I was recently working with a group of sales professionals and asked them to write down what Honesty, Integrity, and Heroic Customer Service meant in their place of business.
There is no wrong answer to an opinion, so I expected the exercise to spark discussion about the many areas where these values should show up in a company. I anticipated conversation about customers, teammates, leadership, and even personal accountability.
To my surprise, only a few of the fifteen people mentioned these principles from an internal perspective.
Almost every response focused outward:
- Be honest with customers.
- Demonstrate integrity with prospects.
- Deliver exceptional service at every selling opportunity.
All of those are correct.
But they miss something critical.
None of them addressed the role honesty, integrity, and heroic customer service must play inside the organization.
The Overlooked Customer
Most employees are looking for the same things customers are looking for:
- Personal recognition
- Quality leadership
- A positive work environment
- Opportunity for growth and development
- Fairness and consistency
- Open, respectful communication
Sound familiar?
That’s because your employees are customers too.
They are customers of leadership.
They are customers of management.
They are customers of each other.
And if those internal customers are not treated with honesty, integrity, and heroic service, it becomes nearly impossible for them to consistently deliver it externally.
Where It Really Starts
I believe it begins with the core values lived from the inside out.
Honesty internally means:
- Clear expectations.
- Transparent communication.
- No hidden agendas.
Integrity internally means:
- Doing what you say you will do.
- Holding everyone accountable equally.
- Making decisions based on principle, not favoritism.
Heroic customer service internally means:
- Supporting teammates during busy times.
- Taking responsibility instead of placing blame.
- Helping another department succeed because you understand the company wins together.
When sales blames operations…
When management blames sales…
When departments operate in silos…
Customer service suffers — every time.
The Retail Reality
In industries like jewelry, furniture, and pawn, this is especially critical.
In a jewelry store, if the sales team promises a delivery date without communicating clearly with the bench jeweler, integrity breaks down internally before it ever reaches the customer.
In a furniture store, if the warehouse team and sales team are not aligned, the customer feels the tension when delivery schedules go wrong.
In a pawn operation, if team members are not consistent and transparent with one another about pricing, policies, or exceptions, credibility erodes quickly — both internally and externally.
External service can only be as strong as internal alignment.
The Simple Truth
You are each other’s customer.
Every department.
Every role.
Every shift.
When team members treat one another with honesty, integrity, and heroic customer service, something powerful happens:
- Morale improves.
- Accountability strengthens.
- Communication sharpens.
- And most importantly — customers feel it.
Culture is not what you say in a meeting.
It’s what you demonstrate in daily interaction.
If you want heroic customer service on the sales floor, start by delivering it in the break room, the office, and the stockroom.
Because after all, you are each other’s customer when it comes to growing — both as individuals and as a business.
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Be sure to go to https://principlesforbusinessandlife.com/ – click on Our Viewpoint Newsletter and read an incredible article titled:
Choosing to Be the light This Christmas Season
“The light that inspires kindness and hope reveals truth before it can be passed on” – Bryan Dodge – Dodge Development
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