A business makes many promises. Some, like a guarantee are stated on paper. Others are implied in the Mission, Vision and Values Statements. No matter whether stated or implied, you do make promises to customers, owners, vendors, staff, and communities. The manner in which a company makes good on its promises will often determine the level of success it enjoys.

A company makes promises to its customers. It promises that it will deliver quality products and services at a value commensurate with the level of quality and service. It promises that it will rectify errors. It promises timeliness. If the company does not deliver on these promises to its customers they will leave.

A company promises the staff a reliable, competitive paycheck and a safe, healthy, sanitary working environment. It promises a level of fairness and respect. It may make other promises in the form of the possibility of career advancement and other various benefits. If the company does not deliver on these promises it will have a high level of turnover, which causes inexperienced people making errors (this causes the company to not be able to deliver on promises made to customers) and extraordinary hiring and training expenses.

A company promises its owner(s) a reasonable return on investment and the satisfaction that comes from the creation and ownership process.

A company promises its suppliers payment within terms and integrity in dealing with problems.

A company promises its community the payment of appropriate taxes and a level of support.

Is your company keeping its promises?

This “Promise Concept” is something you might never thought of in this manner so take a couple moments and create a “Promise Check List” to determine the whether your business is keeping its promises. Ask what promises you have made, either implied or stated, and answer whether you are keeping them.

If your company is keeping those promises, I congratulate you. My guess is that the people and institutions the business makes promises to respect your business and refer potential clients to you. But if you are falling short, work to better deliver on your promises. Your business will improve because of the promises you keep.

Larry Galler coaches and consults with high-performance executives, professionals, and small businesses since 1993. He is the writer of the long-running (every Sunday since November 2001) business column, "Front Lines with Larry Galler" Sign up for his free newsletter at http://www.larrygaller.com Questions??? Send an email to [email protected]

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