Do What You Say You Will Do
Your relationship with the customer must be based on trust. A customer is placing a great deal of trust by giving you their business. Don’t forsake this trust. A big part of this trust is honoring your commitments to the customer. If you said you were going to do something, then do it! These commitments should be kept at any cost—even if at your company’s expense. In the long run, investing in building this trust with your customers will pay dividends.
What are some recent commitments that you have made to a customer or customers?
What did you have to do to meet these commitments?
What might have been the consequences for not meeting these commitments?
What were the “paybacks” for doing what you said you would do?