There is an adage my father used to tell me all the time – “You’re only as good as your word.” In other words, when it comes right down to it, it doesn’t matter what you’ve said; what matters is what you do.
This past week I’ve had two experiences where people have not kept their word, and I have to tell you, I was thoroughly frustrated by these. One of these experiences revolves around a printing job I am having done by a local printer. When I entered his print shop on October 15 to discuss my job and sign on with him, he impressed me.
I explained what I wanted, and he told me he would call me the next day with a cost estimate for the job. I left the premises happy. The printer had said all the right things.
I didn’t receive a call the next day. On day three I called to follow-up. He said he had not gotten to my estimate, but would call me the next day (day four). No call day four; no call day five. On the following Monday, I called again to follow up on the status of the estimate. I was told by the assistant that the printer was out of town until Wednesday. I was no longer happy.
When the printer returned, we discussed the matter and the estimate, and we set a date of November 2 for me to pick up my print job. I wrote it down on my calendar. I called the day before to make sure the print job would be finished the next day as arranged. He had not started the job because he thought he had another week to do it. I still don’t have my job.
Why am I telling you all of this? Because this printer did not keep his word, and I will not use him again. He has lost all my future business.
Gaining the trust of your customers is hard enough to do when your customers can physically walk into your establishment or pick up the phone and talk to you directly. However, the difficulty is exponential when all you have is an electronic storefront and business is done over the Internet.
In the end, your word is the only thing you have to gain credibility with your customers. If you conduct your business with the integrity to do what you say you are going to do, then you will build a base of loyal customers. Why? Because you will be providing a higher level of customer service than the majority of your competitors, and you will stand out from the crowd.
Sharon Dalton Williams is the author of “How to Succeed and Live a Full
Life.” Learn how to reach the goals you have set for your life and
business. Surf to http://www.sdwassociates.com to order your copy.
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