Sounds obvious, but there we go: In business (or friendship, romance or any human interaction really), loyalty and ethics are fundamental for fostering long-term relationships, ensuring mutual growth, success and stability.

Over the past decade, the company I was proud to be a part of experienced this firsthand with our most significant customer. This customer wasn’t just a source of revenue; they were a partner, a key stakeholder in our journey. For almost a decade, their presence impacted our company’s stability and growth. Like in any relationship, we had our ups and downs, but overall we cared about their products as if they were our own. We believed in their vision and, in a big part, their success was also ours.

(I’m writing this post to share a recent experience and reflect on it. Please note that I’m not using any names to keep it confidencial and private)

However, with such a reliance came an underlying fear: what happens if they decided to leave? Our survival depended on them, and as a precaution, we diversified. Seems simple, but this strategy presented its challenges, as whenever our main customer requested a new solution or enhancement, our commitment to diversifying meant we had other customers to attend to as well. This, in some occasions, led us to ask our primary customer to wait, causing some friction.

There existed an unspoken, tacit contract between us and our key customer. We treated them preferentially, as that’s what they wanted, understanding their dislike for us seeking other customers. Despite the inherent risks, we continued to prioritize them, hoping the loyalty and preferential treatment would be reciprocated.

Unfortunately, after many years of partnership, they abruptly informed us that the currently-planned month would be their last, leaving us only three weeks to scramble. There is no need to explain how severe such a sudden departure after a decade of mutual reliance was for us. Ethical business practice would dictate that they give us at least three to four months’ notice, allowing us to document their projects properly, finish the pending tasks, make a smooth handover, and prepare for the potential need to downsize.

To make it clear, the issue was not with their decision to leave; such changes are a part of business. The real problem was the manner in which they left. After years of prioritizing their needs, they exited without any grace period, and without any professional courtesy. This abrupt exit forced us to close our business, as we had no time to adapt or seek alternatives.

Making such decisions, especially between long-term business partners, without considering the repercussions is profoundly unethical. A simple number in a spreadsheet often translates to real-world consequences, like entire families facing sudden unemployment and financial hardship. Such decisions should be made with awareness and empathy, recognizing the human impact behind the business metrics.

This experience underscores the importance of professional loyalty and ethical behavior in business relationships. Companies should strive to maintain transparent and fair practices, ensuring that both parties can navigate changes smoothly.

In the end, businesses are built on relationships between human beings, and maintaining basic ethical standards ensures long-term success and stability for everyone involved.