About Business Ethics: Articles by Jeannine Clontz

Coping With a Good Client Gone Bad

Living in the St. Louis area, home base for a struggling American Airlines, there's no shortage of the words "ethics", and "corporate responsibility" on all our local newscasts. Their latest fiasco has been all the buzz, and vacationers now find themselves considering whether to book flights with another company, or stay with American and hope the pilots and flight attendants, awaiting huge layoffs, will be responsible and provide the service we expect.

So, how do we cope with a good client gone bad? I believe the first step is to communicate your concerns, provide information on options to consider, and help them to understand the impact on their clients, employees, and service providers.

I do association management for a small organization with 180 members. I work through their Board of Directors, and have been faced with many ethical challenges. On numerous occasions, I have spoken the words, "using your position with the Board for personal gain."

A few months ago, I received a phone call from a company wanting me, as a member of this organization, to support our local school district by advertising on their sports posters. They started the pitch off by mentioning one of the board members as the person who suggested they call me.

By asking a series of questions, I found out that this board member had provided our entire member contact list in exchange for a full-page ad at the half-page ad price. I contacted the school district and was able to find out that they weren't the "approved" provider to the school, and no arrangements had been made to rebate them any of the funds. Not only that, they were under contract with a supplier that prevented them from displaying anyone else's posters.

I contacted the board, and reminded them that we'd put several safeguards in place to protect member's contact information from being harvested for solicitations, and urged them to openly discuss this ethics breakdown. I asked for approval to notify the membership that this organization was misrepresenting their affiliation with the school district. I emphasized to them that they needed to remember they serve on the board for the betterment and support of the organization, this wasn't about their personal, or business development.

I did win this particular battle, and was able to alert the membership, receiving praise for our research and follow-through, but I don't win them all. I can only hope to educate them to consider ethical options, and to think of the consequences of their actions, as we all should.

Sometimes I've had to stop doing business with clients because of their unethical practices - and you can, too. Remember, this is your business. You can choose to do, or not do, business with anyone you like, for whatever reason you like. In our industry, we are a reflection of the client's we represent, and that can have a positive or negative impact on our credibility and reputation. I hope you take the time to consider your ethical options and make an effort to help educate others on good business practices. It's in all our best interests.

Wishing you continued success and the wisdom to consider ethical decisions.

©Copyright Accurate Business Services May 2003