"How often have you heard a line something like the
following: “Because businesses care only about making money, they and
their executives are hard-hearted towards their customers and
employees.” Even some people who think that, on net, businesses are good
for our economy, often characterize them as being hard-hearted because
of their profit motive.
I don’t defend all businesses. That would be silly. But I want to
point out a recent case and a case about twenty-three years ago, about
businesses going above and beyond. While these two cases are probably
outliers, anyone who has been around businesses much can probably vouch
for my claim that businesses are more caring than the above quote
claims. Moreover, because people who make the hard-hearted claims often
want government to regulate, we should realize that governments are
typically much worse.
Citigroup in Ukraine
Here’s a segment from an April 23 Wall Street Journal report about Citigroup’s continuing presence in war-torn Ukraine:
When Russia invaded in February 2022, McWhorter [Citigroup’s top
executive in Ukraine] and [Amy-Anne] Fairhurst [head of Citi’s Global
Crisis Management Program] were both woken in the middle of the night.
Their first priority was the staff. They realized they had to ensure the safety of more people than they were planning for.
While they knew how many employees they had, about 240, Citi suddenly
felt responsible for wider families, support staff who weren’t direct
employees and others. The count ballooned to 850.
The report is titled, “Turning a Vault Into a Bomb Shelter: How Citigroup Has Kept Its Bank Running Inside Ukraine.”
The report goes on to tell of measures that Citigroup took to keep
its employees relatively safe and to compensate them for the added risk.
Also, in a section titled, “Don’t worry about paying us,” the Journal
reporter quotes Alexander McWhorter telling the bank’s clients, “Look,
don’t worry about paying us; worry about your own employees and your own
operations.”
Why would Citigroup go to such lengths? David Benoit makes the answer
clear: the executives at Citigroup are betting that when the war is
resolved, however it’s resolved, people in Ukraine will want to deal
with banks and Citi will be there. Moreover, although reporter Benoit
doesn’t say it explicitly, Citi is also betting that with the goodwill
it is now creating in Ukraine, it will be one of the banks that
Ukrainians are pretty sure they can trust.
Back to Citi in a few paragraphs, but first another story from the horrible week following 9/11.
A commitment after 9/11
After terrorists brought down the two main World Trade Center
buildings on September 11, 2001, the head of the firm that maintained
those buildings wanted to get back to be with his employees. The problem
was that he and his firm were based in San Francisco and the federal
government had banned travel by commercial airline. What could he do? He
got creative. He drove up to Vancouver, British Columbia, flew from
Vancouver to Montreal, and then drove from Montreal to New York.
Although I can’t find the story online, I remember it well because it
made such an impression.
This CEO’s commitment to his employees almost certainly went above
and beyond what most CEOs would do. But it shows the extent to which
some heads of companies care for their employees.
The profit motive
Does either of the above stories show that heads of companies do well
for their employees solely out of the goodness of their hearts? No. As
the Citi story makes clear, Citi wants to position itself to make
beaucoup bucks once the Russia/Ukraine war ends. And the executives at
Citi have figured out that a way to raise the probability that the firm
will be around is to stay around during the war. That means treating
their employees well and cutting some slack for their current debtors.
The case of the CEO who spent over twenty-four hours getting from San
Francisco to New York to see his employees is less clear. The odds are
high, though, that his main motive was to show his employees that he
cared. That could be because he knew that showing he cared was a way to
make them care. Or it could be that he simply cared, full stop, as the
British say.
From profit motive to human motive
That brings me to a basic fact about employers. If employers want to
succeed, they have to care about employees and about customers. Those
who ignore employees and customers will fail. The profit motive does
wonders for causing them to care. But then something happens that is
very natural. Many employers who, because of the profit motive, start by
caring about their employees in order to succeed, end up actually
caring about their employees almost independent of the profit motive.
Employers are humans who regard their employees as humans.
An extreme example is the case of the Oskar Schindler, whom many of us got to know about from the movie Schindler’s List.
Schindler began not caring about his employees except as producers of
pots and pans that he could sell to the German government. He did not
care about his employees as people. But he was around them every
workday. So Schindler started caring deeply about his employees.
Here’s what I wrote about his transformation in my book The Joy of Freedom: An Economist’s Odyssey:
This transformation made some movie critics call Schindler “complicated” (San Francisco Chronicle) and “puzzling” and “contradictory” (Atlanta Journal and Constitution).
But Schindler’s growing humanity is about as hard to understand as cold
weather in January and should surprise only those people who think
about Marxist cardboard characters—“workers” and “capitalists”—rather
than real human beings. Schindler had started to like the people he
worked with. Commerce does that. Schindler’s actions were heroic because
he took a big risk. But what led to his heroic actions was his caring
for his employees, something that is quite normal. Almost all of us care
for the people we work with, whether they are our employees, our
employers, or our fellow workers. Virtually all of us would be willing
to take some risks to help those around us, and the bigger the threat to
their well-being, death obviously being the biggest threat, the bigger
the risk we’re willing to take. We think of fellow workers who don’t
care about anyone else as being odd, troubled, unusual. And anyone who
knows employers knows that the part of the job many of them hate most is
firing somebody. So the transformation in Schindler, though heroic, was
entirely normal. Markets created an environment in which Schindler
learned to value people; in a sense, markets taught Schindler morality.
Bonus: markets tend to make people better
An old saying goes, “Fake it ’til you make it.” I think of that when I
think of how in a free market, the profit motive, and incentives
generally, cause people to act as if they care and, then, to actually
care.
This applies to more than employers. It also applies to employees.
From the early 1990s to the early 2000s, I coached girls’ basketball for
the Pacific Grove Recreation Department. One year, when I was coaching
girls in seventh and eighth grade, I had one girl who was hard to work
with. She wouldn’t listen, she had attitude, and she didn’t get along
well with a number of her teammates.
About five or six years later, I was in a local Safeway and the young
woman behind the counter was very pleasant to me. She seemed to be
doing quite a professional job. It suddenly dawned on me that she was
the same person I described above, but her attitude was completely
different.
What changed? Her incentives. I would bet that when she started that
job, assuming it was her first job, she had a tougher time. But then she
learned that she would do better if she had a more positive attitude.
She probably faked it until she made it. Did she become virtuous? I
don’t know. But she acted as if she did. And just by treating customers
well, whatever her motives, she’s more virtuous than if she treated them
badly.
How about the government?
And let’s remember what people who think businesses are hard-hearted
often propose: more government regulation of business. Getting into the
details would require looking at specific proposals for government
regulation, and I can’t, in this short space, do that, although I’ve
done so extensively in my previous writing.
What we can do is consider the incentives of government officials.
When they make mistakes, even big ones, are they fired? Not often. Do
they take a pay cut of even 10 percent? Virtually never. So don’t be
surprised if, when you avoid ideological blinders and consider
government officials’ actions, you conclude that many of them act as if
they’re hard-hearted."