Doing the Right Thing: Why It Matters

We all know the saying, “Do the right thing, even when no one is watching.” But what about when everyone is watching—your clients, your community, your brand reputation? That’s when doing the right thing carries the most weight.

Recently, I had an experience that reminded me just how important this principle really is.

When Mistakes Happen

I’m no stranger to new systems (and the hiccups that come with them). But this time, a cancellation request slipped through the cracks because I missed an approval step in my new subscription platform.

When the client reached out, they were expecting a simple cancellation. What they received instead was my heartfelt apology and something more: I offered them a full refund and to keep their subscription open.

Why? Because it wasn’t just about fixing the mistake—it was about honoring the trust they had placed in me.

Asking the Right Question

After I hit “send” on my apology, I sat back and asked myself a powerful question:
“What else could I do?”

That one question changed everything. It wasn’t about checking a box or making the problem go away. It was about asking, How can I make this right in a way that reflects my values, my brand, and my commitment to the people I serve?

The answer was simple: go above and beyond.

Doing Right Means Learning, Too

Of course, fixing the immediate issue was only half the story. The other half was asking:
“How do I prevent this from happening again?”

Because doing the right thing once matters—but making sure you don’t repeat the mistake is where true growth lives. I reviewed my systems, tightened up the process, and created new checks so cancellations are handled swiftly and smoothly moving forward.

Mistakes will happen in business. What defines you isn’t the mistake itself, but how you respond, and what you do to ensure your clients never experience the same frustration again.

Why It Matters for Your Brand

Here’s the truth: people don’t remember perfection, they remember how you make them feel when things go wrong.

Doing the right thing matters because:

• It builds trust faster than any marketing campaign ever could.

• It demonstrates your values in action, not just in words.

• It turns a potential brand-damaging moment into an opportunity for deeper connection.

When you choose integrity, people notice. And when they notice, they’re far more likely to stick around, refer others, and see your brand as one that truly stands for something.

A Final Thought

The next time something goes wrong (because it will), ask yourself:
“What else can I do?”

That one question might just transform a mistake into a moment of loyalty, connection, and growth.