As soon as the woman left, it became clear that the gentleman’s digital photo processing was completing. There was another machine stationed in the store that became free as well, so no one else was waiting in line at this one. The man fidgeted, glancing repeatedly at his watch. He must have had a lot of other things to do. But a promise is a promise, and he stayed, fixed to the spot. By now I was intrigued to see how long he would stay true to his promise—or would he simply leave? So I casually waited and discreetly observed. Another ten minutes came and went, then twenty. It was clear that the man was becoming increasingly uncomfortable. But he stayed fixed at the kiosk, with nothing to do but wait. By and by the woman returned with children in tow, and after a polite “thank you,” she started typing at the kiosk, and he was on his way.
Integrity. I found a small example of it at the kiosk today, and I was impressed. This commodity is so difficult to find in our day that I suppose that’s why I was transfixed to the spot, watching the play unfold. The man could have easily left the kiosk, but he didn’t. Would anyone know? For me, integrity is not only difficult to find, it’s difficult to practice. But I’ll be the first to agree that practice does make the task easier. And I know I witnessed a modicum of it being practiced today, by a man patiently waiting at a kiosk.
I think integrity is like a small tool, a lever of sorts that when implemented yields results much greater than the act itself. If one has integrity in the small things, in all the minor decisions and promises, the larger and otherwise more difficult questions become much easier to resolve in ways that are beneficial to all concerned. In effect, when you’ve already made the one small decision to act with integrity, all the other bigger decisions fall into line. It’s like the bridle on a horse, the helm of a ship, or the hinge on a gate. The smaller thing controls a much larger object. That’s the way personal integrity works. If one acts with integrity in the small things, the larger decisions just seem much easier to make, with considerably better long-term results.
Why else should we even take the time, or have the desire to cultivate integrity? The answer is obvious: because that’s how we’d like others to behave with us. Integrity in business sometimes seems like an oxymoron—so needed, and yet at times so lacking. The construction industry in particular often gets that rap, well deserved or not. Having done business with several companies and individuals over the years, my observation has been that it isn’t so much the industry in which you work, as much as it is the people with whom you interact. Integrity—or the lack thereof – is where you find it. One need only consider companies with names like Enron, Halliburton, Adelphia, WorldCom, Dynegy, or Tyco (see The Corporate Scandal Sheet at www.forbes.com) to wonder what’s happened over the past several years to the practice or ideal of integrity in business. The problem is not so much industry-centric, as it is opportunity-centric. Deceit and corruption may rule for a while, but by their very nature fall into decay over time.
As I ponder the many business transactions I’ve personally been involved with through the years, I’ve come to believe that losing one’s integrity isn’t worth the price. Like many, I suppose, I love the taste of a good deal. But I’d rather walk away if it looks like my integrity or reputation were about to be compromised. As far as that goes, if I can’t help someone else while helping myself, I figure the deal is probably not worth doing anyway. So these days, it’s just a pre-deal business decision I’ve made to act with integrity, because I’ve found this approach is not only the right thing to do, it also yields the best results. In the long run, I know that if I act with integrity (not just legality), I’ll get more of your business, because you’ll trust me and want to do repeat business. I’ve found that this concept is as true with smaller companies as it is with larger ones. And I’d like to think I also attract the kind of people I want to do business with, the ones who try to act with honesty and integrity as well.
This principle is true not only in business; it’s also applicable in the broader realm of life. It troubles me that, notwithstanding its value, we seem to revere less and less the “integrity ideal” as years go by, which makes this commodity all the more precious when we find it. Making and keeping promises. Acting with honesty, even in the little things. Treating others the way we’d like to be treated ourselves. They seem like such small things to do, but oh, what a grand and positive impact these actions can have, personally as well as generally! Little things controlling the larger ones. In a nutshell, integrity works.