Ethics is not a component of customer service. Ethics is fundamentally what service is made of. To serve is to enter into a covenant with a customer that promises that worth will be exchanged for worth in a manner that is satisfactory to both. Therefore, giving poor service is not only rude business manners; it is also unethical business practice.

People without firm ground get swallowed. People without an internal compass of what is true and pure get lost. As Tom Peters says, "There is no such thing as a minor lapse of integrity." One’s integrity must be as uncompromising as that of Abe Lincoln, who trudged miles just to return a book. We show integrity when we courageously turn our backs on shady deals or unscrupulous actions.

We live in a time when the world of business is under scrutiny because of a few well-publicized violations of public confidence. These tragedies occurred not through some momentary lapse of honor, but through a pervasive abuse of power, an arrogant pursuit of greed that victimized a trusting marketplace, and a flagrant disregard for respect.

Perhaps the return of people’s confidence can occur through a renewed commitment to the important covenant we call "service."

Mike’s new book, Traversing the Minefield – Best Practice: Reducing Risk in Funeral-Cremation Service, will be available this September. What for further details.