It’s one thing to lie to your employees so they can be truthful with the customers, without knowing they’re lying. And it’s another thing to actually instruct employees to lie to the customers. But why have any lying at all?
This week, I was early for a meeting so I decided to check out the hand cream at L’Occitane, a global retailer of beauty products, at their Fifth Avenue flagship location in Manhattan. I was greeted by a warm smile and “Would you like to try a fresh cup of rose tea?” Still being a bit chilly at the end of March, I accepted the offer. Mineli was the store associate who poured my cup of tea and asked what I was looking for. As I tried various fragrances, I noticed right away that she was definitely a role model for being brandful. She knew the products inside and out. She was passionate about them and used them herself. And she raved on and on about the French CEO and how she knew him personally. She also told me – without my asking- about the corporate social responsibility programs and how the company supports women.
But what caught my attention most was when she told me about her previous employers -who shall remain nameless. (For those of you who don’t know me, I have a golden rule: If you don’t have something nice to say – say it, but without damage – only a lesson.) Mineli told me that she had worked at three other beauty retailers, and consistently left when she was lied to or worse – she was asked to lie to customers – about what was actually in the products. For Mineli, who takes her work quite seriously and passionately, like any other brandful employee, would rather not work at all, than to compromise her own value system. She was head-over-heels to be at l’Occitane for over a year now – at a company she truly knows, understands, believes in and can promote.
I do believe that organizations that allow integrity to be compromised, will be exposed if not by the customers, by the employees. They will erode from the inside out, as shown through Mineli.
If you know a brandful employee, I’d love to hear about him or her. Please email me at firstname.lastname@example.org and thanks for reading my blog!