Humanity in Business or A Sale at any Cost?

When I set out to write this article, I went through several Titles for the article and finally landed on this one. I still think that it may not be the ideal one. That said though, I hope to communicate what’s on my mind. These are a techie's views on Sales and is probably a controversial topic but that’s what makes it good for discussion :).

The business world is all about bottom lines. There’s nothing wrong about that. However IMHO being purely sales driven can lead to several negative outcomes. A few weeks ago, when I announced that I am going to be writing articles, my friend Jay Swaminathan asked me to write about “How to still be a human being in business.” Being human in business is not just a moral imperative but a strategic advantage. It enhances relationships with all stakeholders, fosters a positive brand image, and contributes to a sustainable and equitable society.

Why would being human be a strategic advantage? Because that’s what bulk of the industry lacks. And it makes you stand out. Sales are undeniably important for any business, but they should not come at the expense of other critical factors such as product quality, customer trust, employee well-being, ethical practices, and brand reputation.

Building a successful company for the right reasons is possible and we at ideaHelix are a testimony of that statement. When we started ideaHelix , we wanted to re-introduce Consulting to the world because we felt that the world had forgotten it. In an effort to maximize margins, companies were (they still are!!) squeezing consultants, threatening them of illegal consequences, flooding the industry with questionable talent, identifying customers with deep pockets and ‘milking’ them for business, and more. We wanted to change that!

Every sale, be it to the customer or a potential employee should not be a war. Here are some essential elements that form the pillars of being human in business:

1) Empathy and Understanding

Customer Relationships: Understanding and empathizing with customer needs and experiences can lead to more meaningful connections and loyalty. Businesses that listen and respond to feedback show they value their customers as individuals.

Employee Engagement: Demonstrating empathy towards employees creates a supportive and inclusive workplace environment. Recognizing their challenges, aspirations, and well-being contributes to higher job satisfaction and productivity.

2) Transparency and Accountability:

Being open about business practices, successes, and failures fosters a culture of trust and accountability. Transparency ensures that stakeholders are informed and can hold the business to account for its actions. If a company promised a solution to a customer, it’s important for them to keep the customer apprised of what’s going on with respect to delivery.

It’s a pity that companies, many of them multi-billion dollar service providers, often look at a customer’s unfamiliarity in a particular domain or their trust in them as an opportunity to fleece them without offering much value! Sales teams call this the 'milking strategy' and consider it to be a brilliant one but IMHO it is neither brilliant nor strategic. Across the years, it has only created an ecosystem of false promises.

3) Social responsibility: By empowering employees to make decisions and contribute ideas as opposed to squeezing them for margins, reinforces their value to the organization and encourages innovation. An empowered workforce is not only good for the company but it’s also a great way to contribute positively to the communities they operate in.

Respecting humans for being humans regardless of the way they look is an absolute social responsibility. At ideaHelix , we have a reputation for not just giving people jobs, but rather careers. We have been the pedestal for them to climb onto so that they can get a better view of what lies ahead.

4) Respect and Dignity: Conducting business with honesty and integrity, including fair dealing, responsible marketing, and honoring commitments builds trust and credibility. Value and treat your customers and employees with respect and you will get back the same or in many cases, several fold.

Maintaining humanity in business requires a deliberate and consistent effort across all levels of an organization. By prioritizing ethical practices, employee well-being, and community engagement, businesses can create a positive impact that extends beyond financial success. A singular focus on sales can damage a company's reputation if it's seen as uncaring, greedy, or out of touch with societal values.

There isn’t a single customer or employee of ideaHelix across the last 10 years that can claim that they were fleeced. Choosing humanity over sales fosters lasting relationships and trust, ensuring sustainable success by prioritizing people’s well-being and ethical values above short-term gains.