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By Chris W. Brussalis Why does Johnson
& Johnson consistently make the Fortune
magazine list of “Most Admired Companies?”
It is in large part due to how they handled a very large crisis in
1982 when Tylenol capsules were tampered with, causing 36 cases of cyanide
poisoning. Johnson &
Johnson’s credo puts customers, employees, and the communities they
serve all before stockholder responsibility [Johnson & Johnson
website]. Their adherence to
their credo in a time of crisis led them to handle the situation so well
that this case is taught today in many business ethics and marketing
courses as a best practice. As
a result of their exemplary action, it took almost no time for Tylenol to
resume its position as the top selling over-the-counter medicine once it
was back on shelves. So, what can this
instance teach us as business and government principles and employees
alike? That values as a brand
is very powerful. Consumers
want to feel good about decisions they make regarding purchases of goods
or services. By developing a
set of values that your organization can hold fast to and portray to
consumers, you will find that your consumers will be more loyal to your
products or services. Warren Buffett has a
saying: “Price is what you pay, value is what you get.”
It is imperative that our customers see that the products or
services we provide represent more than what is written on the price tag.
Displaying values
externally is only one part of having a corporate value-centric focus.
Sharing those same values internally is of equal importance.
Employees and customers are any organization’s most important
assets. If retention and
satisfaction levels across both groups are to remain high, they need to
know that they, too, are valued. Hopefully you will
find “value” in our latest newsletter.
We wish everyone a happy and healthy New Year and look forward to
working with you all throughout the year. 
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