Comments for Kathleen Edmond, Best Buy's Chief Ethics Officer http://www.kathleenedmond.com By making ethics a completely transparent dialogue, Best Buy can be a leader in ethical standards for our employees, our customers, and our shareholders. Please feel free to join the conversation. Thu, 26 Jan 2012 23:07:06 +0000 hourly 1 http://wordpress.org/?v=3.0 Comment on Are Creative People More Likely To Cheat? by Jared Linn http://www.kathleenedmond.com/2012/01/23/are-creative-people-more-likely-to-cheat/comment-page-1/#comment-16440 Jared Linn Thu, 26 Jan 2012 23:07:06 +0000 http://www.kathleenedmond.com/?p=417#comment-16440 I do not think that creative people are necessarily more "morally flexible" compared to non-creative people, but that among "morally flexible" people, those who are creative would be more likely to cheat than to act in other immoral ways. For example, a creative person who is disgruntled with their employer may fudge time punches, or find some way to trick the system in their favor, whereas a disgruntled non-creative person may just steal supplies everyday from work. I think creative people probably are more likely to cheat than they are to outright steal, but I dont think they are more likely to act unethically in general compared to a non-creative person. I think there are just immoral people in any given subset of people. I do not think that creative people are necessarily more “morally flexible” compared to non-creative people, but that among “morally flexible” people, those who are creative would be more likely to cheat than to act in other immoral ways. For example, a creative person who is disgruntled with their employer may fudge time punches, or find some way to trick the system in their favor, whereas a disgruntled non-creative person may just steal supplies everyday from work. I think creative people probably are more likely to cheat than they are to outright steal, but I dont think they are more likely to act unethically in general compared to a non-creative person. I think there are just immoral people in any given subset of people.

]]> Comment on The Ethics Of The “Everyone Does It” Defense by Eric H. http://www.kathleenedmond.com/2012/01/13/the-ethics-of-the-%e2%80%9ceveryone-does-it%e2%80%9d-defense/comment-page-1/#comment-16439 Eric H. Thu, 26 Jan 2012 21:51:02 +0000 http://www.kathleenedmond.com/?p=413#comment-16439 This is a good question and one that we sometimes face. 1) If you know something is wrong and you do it anyway, then you have to face the consequences. However, if everyone does it and you are the only one that is reprimanded for it, then that is defense against the severity of the consequences, not the action itself. 2) If you are encouraged to do something by your leadership, then the leader is more at fault. Of course, it depends on the specific circumstance, but when a leader asks you to do something, it is wrong to not follow his direction. In extreme situations, when it is obvious that it isn't an ethical thing to do, both the associate and the leader could be at fault. 3) I wouldn't do anything with the associate. I would follow up with the management in the building. If they wish to stop the behavior, they will need to inform all the associates in the building that it is an incorrect behavior and while it was accepting in the past, there will be repercussions for violating the rule in the future. After everyone in the store signs off on that and the rule is followed consistently, anyone who breaks it will receive the same punishment for breaking that rule. This came up once in one of my stores. An associate had accepted a tip for doing a good service for a customer. There was an issue with the service provided and the customer contacted the store to get her tip money back. We took care of the customer and called HR for support. After investigation, all the associates that were randomly spoken with believed that taking tips was okay. None of the associates admited to taking a tip, but all said that they knew about others that had. We talked about the rule at the next all store meeting and had all associates sign off that they understood the rule. We haven't had another incident since then. This is a good question and one that we sometimes face.

1) If you know something is wrong and you do it anyway, then you have to face the consequences. However, if everyone does it and you are the only one that is reprimanded for it, then that is defense against the severity of the consequences, not the action itself.

2) If you are encouraged to do something by your leadership, then the leader is more at fault. Of course, it depends on the specific circumstance, but when a leader asks you to do something, it is wrong to not follow his direction. In extreme situations, when it is obvious that it isn’t an ethical thing to do, both the associate and the leader could be at fault.

3) I wouldn’t do anything with the associate. I would follow up with the management in the building. If they wish to stop the behavior, they will need to inform all the associates in the building that it is an incorrect behavior and while it was accepting in the past, there will be repercussions for violating the rule in the future. After everyone in the store signs off on that and the rule is followed consistently, anyone who breaks it will receive the same punishment for breaking that rule.

This came up once in one of my stores. An associate had accepted a tip for doing a good service for a customer. There was an issue with the service provided and the customer contacted the store to get her tip money back. We took care of the customer and called HR for support. After investigation, all the associates that were randomly spoken with believed that taking tips was okay. None of the associates admited to taking a tip, but all said that they knew about others that had. We talked about the rule at the next all store meeting and had all associates sign off that they understood the rule. We haven’t had another incident since then.

]]> Comment on The Ethics Of The “Everyone Does It” Defense by Marion Dupont http://www.kathleenedmond.com/2012/01/13/the-ethics-of-the-%e2%80%9ceveryone-does-it%e2%80%9d-defense/comment-page-1/#comment-16430 Marion Dupont Thu, 19 Jan 2012 11:39:35 +0000 http://www.kathleenedmond.com/?p=413#comment-16430 Really interesting thinking as always. My answers are: 1/ I am not gonna be honest if I say "no, I will never do something bad even if everybody does it". I think it will truly depends on the kind of actions I face. For instance, if it's gonna hurt someone, I really think I will not do it. This is my personal limit. But I still beleive hat the argument is not a relevant defense. 2/ Both, but the leader is more accountable than the subordinate because he encouraged the bad behaviour. But the subordinate did have the choice of saying "no". 3/ I would treat the employee with more indulgence but still make it exemplary for the next case. If not, everybody will later say "but XXX was not disciplined either". Maybe I'll try to include Billy & Sally in the punishment? Or is it bad for encouraging denouncement??? Really interesting thinking as always.

My answers are:

1/ I am not gonna be honest if I say “no, I will never do something bad even if everybody does it”. I think it will truly depends on the kind of actions I face. For instance, if it’s gonna hurt someone, I really think I will not do it. This is my personal limit. But I still beleive hat the argument is not a relevant defense.

2/ Both, but the leader is more accountable than the subordinate because he encouraged the bad behaviour. But the subordinate did have the choice of saying “no”.

3/ I would treat the employee with more indulgence but still make it exemplary for the next case. If not, everybody will later say “but XXX was not disciplined either”. Maybe I’ll try to include Billy & Sally in the punishment? Or is it bad for encouraging denouncement???

]]> Comment on Making Things Right With A Customer by Kathleen Edmond http://www.kathleenedmond.com/2011/06/18/making-things-right-with-a-customer/comment-page-1/#comment-16423 Kathleen Edmond Fri, 13 Jan 2012 23:08:45 +0000 http://www.kathleenedmond.com/?p=321#comment-16423 Hi Mark, I agree - a blanket "company policy" response, without a thoughtful look at whether the problem is addressed - should never be the answer. Stay in touch- Kathleen Hi Mark,

I agree – a blanket “company policy” response, without a thoughtful look at whether the problem is addressed – should never be the answer. Stay in touch-

Kathleen

]]> Comment on Does Thinking Lead To Cheating? by Kathleen Edmond http://www.kathleenedmond.com/2011/12/16/does-thinking-lead-to-cheating/comment-page-1/#comment-16422 Kathleen Edmond Fri, 13 Jan 2012 23:03:19 +0000 http://www.kathleenedmond.com/?p=402#comment-16422 I tend to agree with you. I think that sometimes when we think too hard about something we can cloud over simple, basic truths. But it is a fascinating discussion. I tend to agree with you. I think that sometimes when we think too hard about something we can cloud over simple, basic truths. But it is a fascinating discussion.

]]> Comment on Showing Initiative vs. Taking Liberties by James Payne http://www.kathleenedmond.com/2011/10/21/showing-initiative-vs-taking-liberties/comment-page-1/#comment-16420 James Payne Wed, 11 Jan 2012 17:41:33 +0000 http://www.kathleenedmond.com/?p=382#comment-16420 1. What if the alterations were accomplished for no additional cost or minimal additional cost covered by some funding available at the store team's discretion. Since the denial was based on cost concerns, do we now find ourselves in an ethical problem? Setting discounted merchandise aside for a moment, was this not an ethical issue but a financial / insubordination issue? 2. Unethical and probably illegal. Same as lending your discount to the next door neighbor. 3. The management of the construction company may be in trouble here (depending on the content of their contract), but the workers seem clear. After all the paper carrier doesn't turn down my gift at Christmas because he thinks I may have stolen from my employer. 4. No. 5. The response they received seemed to be clearly about the cost. The line here seems quite clear. If they figured out how to make the changes with no cost implication and then the company objected to the changes, we have a problem with stifed innovation. I think there is a significant problem with the original response, if it doesn't make it clear that permission is denied regardless of the conditions. On the other hand this team seems to have lept over the line. Jim 1. What if the alterations were accomplished for no additional cost or minimal additional cost covered by some funding available at the store team’s discretion. Since the denial was based on cost concerns, do we now find ourselves in an ethical problem?
Setting discounted merchandise aside for a moment, was this not an ethical issue but a financial / insubordination issue?
2. Unethical and probably illegal. Same as lending your discount to the next door neighbor.
3. The management of the construction company may be in trouble here (depending on the content of their contract), but the workers seem clear. After all the paper carrier doesn’t turn down my gift at Christmas because he thinks I may have stolen from my employer.
4. No.
5. The response they received seemed to be clearly about the cost. The line here seems quite clear. If they figured out how to make the changes with no cost implication and then the company objected to the changes, we have a problem with stifed innovation. I think there is a significant problem with the original response, if it doesn’t make it clear that permission is denied regardless of the conditions.
On the other hand this team seems to have lept over the line.
Jim

]]> Comment on Making Things Right With A Customer by Mark http://www.kathleenedmond.com/2011/06/18/making-things-right-with-a-customer/comment-page-1/#comment-16404 Mark Wed, 28 Dec 2011 09:19:27 +0000 http://www.kathleenedmond.com/?p=321#comment-16404 Hi Kathleen, I love the topics you bring up in this blog, and I would like to specifically relate this topic to behavior I have seen at my local Best Buy in Seattle. I work in the corporate offices for a fashion retailer based in Seattle that is heavy on customer service as THE #1 priority, so I might be a little biased. Anyways, I have seen in several instances where Best Buy managers and floor workers fall back on "It's company policy" to explain why they will not be able to come to a satisfactory resolution with a customer who has an issue. I would like to hear you reconcile "company policy" and the narrow path it leads with the much broader "Making Things Right With A Customer". I would love to see Best Buy start caring about customer loyalty. When I asked a manager "why should anyone come to Best Buy, when you will not even try to meet in the middle" regarding issues I had ... I was told "good prices, and this is standard throughout this industry". I want to enjoy Best Buy, and I do enjoy walking through the store and the used video games is a nice addition, but I don't feel comfortable that on my next expensive electronics purchase that Best Buy (Seattle) has me covered. Anyways, would love to hear your thoughts Thanks for letting me read your blog! Hi Kathleen,

I love the topics you bring up in this blog, and I would like to specifically relate this topic to behavior I have seen at my local Best Buy in Seattle. I work in the corporate offices for a fashion retailer based in Seattle that is heavy on customer service as THE #1 priority, so I might be a little biased.

Anyways, I have seen in several instances where Best Buy managers and floor workers fall back on “It’s company policy” to explain why they will not be able to come to a satisfactory resolution with a customer who has an issue.

I would like to hear you reconcile “company policy” and the narrow path it leads with the much broader “Making Things Right With A Customer”.

I would love to see Best Buy start caring about customer loyalty. When I asked a manager “why should anyone come to Best Buy, when you will not even try to meet in the middle” regarding issues I had … I was told “good prices, and this is standard throughout this industry”.

I want to enjoy Best Buy, and I do enjoy walking through the store and the used video games is a nice addition, but I don’t feel comfortable that on my next expensive electronics purchase that Best Buy (Seattle) has me covered.

Anyways, would love to hear your thoughts

Thanks for letting me read your blog!

]]> Comment on Does Thinking Lead To Cheating? by Claire http://www.kathleenedmond.com/2011/12/16/does-thinking-lead-to-cheating/comment-page-1/#comment-16403 Claire Tue, 27 Dec 2011 18:27:29 +0000 http://www.kathleenedmond.com/?p=402#comment-16403 I've been thinking about the statistics you posted in a more positive light. What I see from those numbers is that 64% of people behave ethically by intuition, which is more than many would believe. On the other hand, my fiance believes that it simply shows that people take the easier route by intuition, because lying is difficult. What do you think? I’ve been thinking about the statistics you posted in a more positive light. What I see from those numbers is that 64% of people behave ethically by intuition, which is more than many would believe. On the other hand, my fiance believes that it simply shows that people take the easier route by intuition, because lying is difficult. What do you think?

]]> Comment on Confidential Data Shared During Job Interview by Kathleen Edmond http://www.kathleenedmond.com/2011/04/22/confidential-data-shared-during-job-interview/comment-page-1/#comment-16392 Kathleen Edmond Fri, 16 Dec 2011 23:04:17 +0000 http://www.kathleenedmond.com/?p=290#comment-16392 I agree, the content of your interview should not have been discussed. I would be annoyed too. Did that happen at Best Buy? If so - my apologies, and I would like to follow up on it. Call or write to me off line. kathleen.edmond@bestbuy.com 612-291-7451. I agree, the content of your interview should not have been discussed. I would be annoyed too. Did that happen at Best Buy? If so – my apologies, and I would like to follow up on it. Call or write to me off line. kathleen.edmond@bestbuy.com 612-291-7451.

]]> Comment on Giving Customers First Shot At The Merchandise by Paul O'Brien http://www.kathleenedmond.com/2011/12/05/giving-customers-first-shot-at-the-merchandise/comment-page-1/#comment-16390 Paul O'Brien Thu, 15 Dec 2011 15:18:59 +0000 http://www.kathleenedmond.com/?p=398#comment-16390 Kathleen, Thank you much for your HCI presentation yesterday. Much of what you said resonated deeply as your stories feel very familiar. And dangit, you sound so dang HUMAN! Although I'm now in CT, I lived and worked 15 years in the Twin Cities. I've driven past Best Buy corporate offices many times. And I bet you and I were in the same office space (you with Honeywell, which turned in to my space at Wells Fargo) All the best, PMO Paul Michael O'Brien Managing Partner Altura Consulting 2950 State Street Hamden, CT 06517 203-213-5466 Kathleen,

Thank you much for your HCI presentation yesterday.

Much of what you said resonated deeply as your stories feel very familiar. And dangit, you sound so dang HUMAN!

Although I’m now in CT, I lived and worked 15 years in the Twin Cities. I’ve driven past Best Buy corporate offices many times. And I bet you and I were in the same office space (you with Honeywell, which turned in to my space at Wells Fargo)

All the best,

PMO

Paul Michael O’Brien

Managing Partner

Altura Consulting

2950 State Street

Hamden, CT 06517

203-213-5466

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