One of the most valuable lessons I have learned in my career is that every personal and professional interaction matters. Whether you are talking to a client, a vendor, or even someone you think you will never meet again, how you carry yourself reflects not just on you but on the organization(s) you represent. This principle has been a guiding force throughout my life, shaped by early experiences in my family’s business and later honed during my time at IBM, along with the organizations that I’ve had the opportunity to shape and grow.
Lessons from My Grandfather’s Store
Growing up in a small town, my family owned a business that was emblematic of the “go West” American business model. Our family owned a hardware & gift store, a furniture store, and a funeral home. Like on a farm, from an early age, you were expected to participate. My grandfather and father instilled in me a simple but powerful practice; always be conscious of your words and conduct as you never know who might walk through the door.
This was not just a matter of politeness. In a small town, as in our careers, reputation is everything. My grandfather would often say, “you never know when that person you’re talking with might need our help or business service (many times at 3am if someone had a plumbing problem or passed away) and you should do your best to make a good impression on them.” That stuck with me. You might be chatting with someone casually today, only to realize later they have become an impactful customer representative or advocate for your business.
This lesson or practice applies to everyone, regardless of your role or title. Whether you are an entry-level employee or a seasoned executive, you are always representing your company. Every interaction, no matter how small, is an opportunity to leave a lasting positive impression.
Professionalism at IBM
I carried this mindset into my years at IBM, where I worked during a time when the company was under scrutiny from the Federal Trade Commission. IBM’s training emphasized not just the importance of representing the company well but also the need to respect boundaries and avoid being seen as a “big bully” in the industry.
IBM’s approach to professionalism was methodical. We were taught to be ambassadors, not just administrators or salespeople. This meant being knowledgeable, respectful, and empathetic. It was not just about closing deals; it was about building relationships and fostering trust.
For example, I remember calling on construction industry clients as a young representative. These meetings were not just about pitching IBM products. Clients were equally interested in learning from me — about industry trends, how other similar companies were applying technology, and how IBM could add value to their operations. It was a two-way street, built on mutual respect, curiosity, and care.
Being an Ambassador in Every Interaction
In my career, I have seen a striking difference between those who understand and appreciate their role as ambassadors for their organizations and those who do not. Let me share some recent examples.
Take Joe, an IT leader whom I have known for years. Joe works at a company known for its strong family values and community-minded approach. Even though their technology stack does not align with what we offer at Traust, Joe occasionally takes my calls and treats me with respect. He is passionate about his brand, their products, and his work — and it shows in every interaction. Joe may never need Traust’s Oracle ERP consulting services, but his professionalism leaves a lasting impression on me.
Contrast that with others I have encountered who see their role in purely transactional terms. They are focused only on their immediate task(s), often with no regard for the bigger picture, the work you may already be performing on their behalf, or (in the case of a public company) that the person they are interacting with may be a shareholder. This short-sightedness can be damaging, especially if other people are impacted or as people desire to rise to leadership roles. An individual performer, a manager, director, or vice president who does not understand or appreciate their role as an ambassador misses out on opportunities to build impressions and relationships that could benefit their company for years to come.
Politeness Goes a Long Way
Even in less-than-ideal circumstances, professionalism matters. For instance, when I request to be removed from a mailing list, I am firm but polite. I could be dismissive or rude, but I choose not to be. Why? Because every interaction reflects my character and, by extension, the organizations I am part of or represent. People remember kindness and respect, even in the most everyday and mundane situations.
Rounding Out the Edges
One phrase I often use is “rounding out the edges.” It’s about helping people grow into their roles and see the bigger picture. For example, someone moving from a developer lead to a CIO needs to shift their mindset. A CIO is not just an individual contributor or a project manager; they’re a strategist who aligns culture, and people, dollars, and systems to long-term goals.
This transition requires patience, self-awareness, and the ability to think beyond immediate tasks. It is about recognizing that every action you take, every conversation you have, reflects on your company and your leadership.
A Final Thought
At the end of the day, we are all ambassadors for the organizations we represent. This is not just a responsibility; it is a privilege. Whether you’re speaking with a client, a vendor, or even a competitor, you can make a positive and lasting impact.
Remember, people will not always remember what you said, but they will remember how you made them feel. Make sure your actions reflect well on you and your organization. It is a small effort that can have a real impact on your career and your organization’s success.
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