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Vol. 3. No. 6
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November/December 2001 |
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Insider Vision:
The Meaning of Loyalty
by Barry Scheur
After September 11, in the wake of the tragedy that made us focus on what's important in our lives, the outpouring of patriotism has been greater than at any time since World War II. Patriotism can be translated as loyalty to one's country.
Loyalty to country as well as to customers and employees is a good thing. But is there another reason for this groundswell of patriotic fervor? I think there is, and it's something we need to consider. For the last several years, many Americans haven't known what to believe in, and we have been woefully short of heroes in all the usual places we expect them to come from -- sports, business, and our political leadership.
In business, the real test of loyalty right now is what companies are doing when confronted by the challenges of falling sales and financial losses in the wake of this national tragedy. Sadly, I have recently heard employees of more than one company cynically say that these events have given their bosses a legitimate excuse to do what they intended to do anyway -- cut work forces, benefits, and bonuses.
As we struggle with the challenge of business survival in this period of uncertainty, I think the business owner's true test of moral leadership, courage and loyalty is in not taking the easy path by passing off economic hardships onto others, but rather first taking them on ourselves.
Several weeks ago, I was honored to receive a 2001 Reynolds Society Achievement Award from the world-renowned Massachusetts Eye and Ear Infirmary. I was very moved by this recognition because I have never thought that my blindness qualifies me for anything other than providing me with some insight about the obligation of giving back to your community, your employees, and your customers -- especially at a time of challenge.
The Society, in conferring its award, asked that the recipients give more than a "thank you" speech. What I said in those remarks is what I believe about business and life, and I'd like to share an excerpt with you.
"If I'm ever asked what are the things that I believe in, the list would be pretty straightforward: |
- To see all situations as providing opportunities for learning, growth, and a chance to interact with new people and be exposed to new ideas.
- To try to see people for whom they think themselves to be, rather than what they are labeled or perceived as. Unfortunately, too often both in business and in life, others' perception becomes the reality, as unfair as that may be.
- To love the people who are closest to you, be it family or friends, and to demonstrate the pricelessness of that love without equivocation or compromise."
We are at a point where we really need to think about what loyalty means in the context of what we do and how we act toward others every day. I keep rebelling at the degree to which business decisions are made purely on a financial basis, rather than on a relationship basis. I keep trying to put into practice my core philosophy that you demonstrate loyalty at its most basic level by listening and responding to people as a primary moral focus, and that if you do this, the financial rewards will come from this behavior.
I am struggling every day with financial challenges from our health plans, and we have had to do a lot of internal retooling and cost cutting. We have had to lay off people, reduce expenses, and tighten our belts -- but that also means it has to be done personally by an organization's leadership setting an example.
Loyalty is not an entitlement; it has to be earned on the basis of how you deal with others, not just during the good times when it's easy, but also during the tough times. You cannot expect loyalty unless you are willing to tell the truth to those who are facing the same economic and personal challenges in their own lives that you are facing running a business.
I can only hope that, in operating The Oath (formerly Venture Health Partnership Group) and its health plans under the business principles that we set forth about truthfulness and putting our customers and our employees first, I live up to the standards that the Reynolds Society Award represents. |
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