Professionals must balance multiple priorities, all of which must live in harmony. Many of the casinos transitioned to public companies during my tenure in that industry, potentially setting up conflicts between customer expectations and quarterly reporting expectations. Prior to the transition, long-term customer satisfaction meant riding the ups and downs of winning and losing, knowing that in the long term the odds were in the house’s favor. But those listening in on quarterly earnings calls seemed to focus primarily on the short term. While understanding the benefits of having access to the markets, we knew intuitively that if they waited, those same markets and shareholders would benefit from this kind of business. Ultimately, shareholder value is dependent on customer experience and satisfaction. Thus, having integrity, honesty, and a sincere regard for the customer is ultimately what’s best for this and most other businesses. They’re not in conflict. Professionals who balance short and long-term interests ultimately do what’s best for their businesses. Professionalism is understanding what makes their businesses operate and thrive – meaning do your homework, ask the experts, and listen to their answers, and learn to balance all these competing priorities. That kind of expertise benefits everyone today.
Eric Lippert: Director of Golf at Pebble Beach
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