You told a customer you would call them – but it didn’t work out that way.

You said you would follow up with a client yesterday however; you didn’t get around to it.

You promised that the job would be finished by 4:00, but it was more like 5:30.

It’s really not a big deal right? – WRONG!

Doing what you say you will shows you have a high regard for others as well as yourself.

Not keeping your word teaches clients (and everybody else) that they you’re unreliable.  Sound harsh? Maybe, but it’s the truth. Think about it, if a friend lets you down too many times you eventually stop calling and grow apart. It’s not any different in business – except consumers won’t give you as many chances. Not keeping your word puts you on a fast-track to losing your customers trust, respect and their business. 

So, how can you avoid this slippery slope? Follow these guidelines.

1. Remember you cannot over-communicate.  Customers hate to be left hanging.
2. Do what you say you’re going to do!  This is the most important thing. Program your phone or calendar to remind you, write it down or stamp it on your forehead if you have to, just don’t forget.
3. Under-promise and over-deliver. Don’t say you can do something if you really don’t think you can.
4. ‘Pad your time’. If you realistically think you can get a job done by 3:00, tell the client 4:00. You’ll be the hero for getting done early.

What about when things go wrong? It happens. Do’s and Don’ts for when it does…

1. Don’t ignore it. Communicate as soon as possible.
2. Don’t pretend it didn’t happen.
3. Don’t pass the blame. Own it!
4. Do explain what happened.
5. Do apologize – once.
6. Do let the customer know what you are going to do now.
7. Do it!

Remember, you’re only as good as the choices you make.