In business it is important to remember that only a part of your message comes from your words, whether they are written or spoken.
You may have a company mission statement that refers to customer service and support, and create web content that talks about world class customer service.
Perhaps you have a statement that talks about continuous improvement, but do you actually have a system or process that supports the statement?
Internally, perhaps you have something in the induction program that refers to every team member being valued and part of the family?
In each and every case if you don’t follow through with actions to support those words they become worse than meaningless.
Your statements are promises.
You promise to provide a level of service and support, you imply that you value your customers and will “go the extra mile” to help them.
You promise to your customers (and your team) that you will improve the products or services.
You promise to make every new employee welcome and create a family atmosphere.
If your actions don’t support your words, you are breaking your promises. When you break a promise, you sow the seeds of mistrust. If you can say one thing but do another, why should I believe you next time?
If you say something – whether it is verbal, or on your website, or perhaps in a proposal – make sure you do it.
That means that sometimes you will have to say no, and disappoint the other party. No, Mr Customer, we cannot do it that quickly. No, Mr Customer, we don’t support that feature.
Say what you mean, and do what you say you will. Your customers and your team will respect and respond to it.