Integrity Over Profit: How Ethical Decision-Making Saved a GTA Manufacturer $347,000

A recent “power quality 9-1-1 gave me the privilege of witnessing an extraordinary display of 'integrity over profit’ by a salesperson in an industry where such virtues are often overshadowed by the pursuit of financial gain. This incident involved a significant manufacturer in the Greater Toronto Area (GTA) grappling with a persistent electrical issue that jeopardized the operation of crucial equipment.

Their initial solution to the problem was to spend a hefty $350,000 to purchase a UPS system.  However, this solution fell short when the brand new UPS began malfunctioning, leading to costly production downtimes and additional financial losses. In a bid to find a resolution, the facility's manager reached out to a competing UPS provider, fully prepared to invest another substantial sum for a replacement. They were fed up with the failures and were ready to drop another $350k on a second UPS.

Contrary to expectations, the sales representative from the second UPS company proposed a different approach before proceeding with the sale. They called Encompass Power Solutions and we emphasized that installing a meter to gather data is the most logical and essential step in all power quality assessments. We emphasize that accurately diagnosing a power quality issue is crucial for an effective resolution. This ensures a proper diagnosis to identify the specific issues at hand. Therefore, we recommended conducting a comprehensive power quality assessment to pinpoint the root cause of the electrical disturbances. We deployed a power quality meter that allowed us to accurately measure and analyze the electrical system’s behaviour.

And guess what? The findings were surprising yet straightforward—a faulty electrical ground was the culprit, and the remedy involved a mere $3,000 service call by an electrical contractor.

This revelation not only saved the company from an unnecessary expenditure but also highlighted the ethical compass of the UPS salesperson who facilitated our involvement. Despite being in a position to secure a lucrative sale, with a significant commission at stake, they chose to prioritize the client's best interest over personal gain. The salesperson's decision to recommend our services, fully aware that it could negate the need for their product, was a commendable act of integrity. It’s something you don’t see often enough and I’m proud to be associated with that high level of character.

This incident underscores the profound impact that ethical conduct can have in the business world. It serves as a powerful reminder that success is not solely defined by financial achievements but also by the trust and respect we earn through our actions. The salesperson's commitment to doing what was right, not only solved the client’s problem, but also set an example for everyone else to follow.

We all want to close the deal, but sometimes there’s more value in the integrity we uphold. And that’s good business.