September 8 - AM's off and her deputy came in to see me this morning looking worried.
She had discovered that one of our customers has been over-billed against the contract price for almost two years. It's not a massive amount each time. but over two years it adds up to quite a sum.
She wanted to know what to do? She'd obviously been tempted to sweep it under the carpet but equally wanted to dump the responsibility for making the decision.
I was emphatic. I said we'd refund straight away. I could see how it happened. I reckoned there's a very small chance indeed it's a systemic failure but is instead a chance one off when a downgrade took place. So we pay back. Credit note and no questions - cash in the post.
She looked amazed.
I had one explanation: "Honesty pays" I said.
Because it does. Always.