How many of us enter into relationships with colleagues and vendors only to be disappointed by the quality and quantity of their deliverables?
But we say nothing to them.
Because we don’t want to offend them.
Because we assume responsibility for their not performing as advertised.
Because we are optimistic that they simply are running behind schedule.
Because they are well-known in the marketplace and we were so jazzed to be working with them.
Because we’ve excused them for being inaccessible and non-communicative because we understand they have such crowded schedules.
So we pay our money and take our chances. Because we wanted to.
And we are disappointed – and also have incurred some considerable out-of-pocket expenses in the process.
But we continue to say nothing. Because we don’t want to offend them.
The mantra DWYSYWD (Do What You Said You Would Do) hangs on the wall of my office. It’s the iPhone wall paper of more than a few of my friends.
It’s a constant reminder to follow Dr. Tony Alessandra’s Platinum Rule: treat others the way they want to be treated.
And while the vendors we hire may neither in sync with 1) doing what they said they would do, nor 2) treating us the way we would like to be treated, well –
Let’s lead by example, shall we?
Let’s develop relationships with folks we are interested in working with because they are the folks we do our best work for.
Let’s develop realistic deliverables and anticipate – and articulate – what we do and do not understand about our customers’ requirements.
Let’s state clearly and concisely what our customers can expect to receive and, in turn, won’t end up receiving, within a succinct timeline.
Let’s be willing to take responsibility for our shortfalls in deliverables to our customers by offering realistic fee-for-service and be the first one to offer reduced pricing should we fall short of doing what we said we would do. (Yes, I just wrote that).
Because we can intimidate our customers, or perhaps they are simply too polite to communicate their disappointment to us.
Because perhaps we have ingested too much of our own Super Sauce and are disconnected from our real marketplaces.
Because taking on new clients and projects involves assuming responsibility and accountability for our deliverables and output.
Because we still care a heck of a lot about what we do and how it impacts our customers. And their customers. And their networks.
Because we are not complacent. We like to keep ourselves on our toes. We don’t know it all. We are lifelong learners and we learn from our clients as well.
Because the overall experience of working with us is critical to growing our business.
Do What You Said You Would Do and lead by example.
What are your own experiences working with vendors who fall short on what they promise?
All we really own is our word. The rest of it is on loan while we are here in this lifetime.
Great message.
Thank you, Karin. One of my clients told me a few years back that my word was my bond. As you say, do we really have any other choice? B
Babette, early in the year I wrote a blog entitled “What is Your Word Worth?”; here is part of that article: …as a salesperson, your word to your customers, the promises you make, mean everything; they paint a portrait of your character. F. Scott Fitzgerald said, “Action is character.” If you make a promise and then don’t follow up, fail to deliver, break your word, you’ll be judged harshly and your career and reputation will suffer terribly for it. People want to deal with salespeople they can trust and rely on. Don’t you?
In Chapter 41, Credibility, of my upcoming book “Selling Fearlessly,” I said it this way: “Always tell the truth; get caught lying and you’re burnt toast—deservedly so. Don’t sell anything you believe is not in the prospect’s best interest. Don’t promise anything you can’t deliver, that’s a lie, too.” I’m sure you’ve heard the expression “Your word is your bond.” Truer words were never spoken. If it isn’t true, if you don’t mean it, if you’re not going to follow through, don’t say it! If you’re cavalier with your word, it’ll come back to haunt you, it’ll demean you in the eyes of the people you do business with, it’ll do untold damage to every aspect of your being. Don’t allow that to happen. I don’t care if you have to move heaven and earth, make sure you never break your word.
Words of wisdom, Bob. Can’t wait to read your book. We all need to take the time to focus on our core personal values and use these are our road map. And if we don’t know what our core personal values are, it’s about time we did some self-discovery. Thank you for your gracious and sage comments. B
And may I add having sat on both sides of the table, that not only should the vendor do as they say that they would, customers need to follow through with their committments also. All should learn to return an email and voice message quickly, and when you say you will make a decision, actually make it.
Business certainly is a two-way street, Jim. I feel that reps and consultants give customers and prospects too much control of this process – especially in terms of customer accountability. Why? We are afraid of losing the sale. Business is developed by your making a decision whether or not it makes sense for you to do business with the folks you are prospecting or have established relationships. If there isn’t this two-way street, that says a lot from the get-go. Often we tend to ignore these signs and symptoms of lack of accountability and keep chasing non A-List customers when, in reality, it’s time to walk away.