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Keeping Promises Builds Your Reputation

Guest post by: Vanessa J. Bonnette

Article Overview: How many times have businesses promised to get back to you about your inquiry, quote, order (or anything else) and actually done it?

Keeping Promises Builds Your Reputation

How many times have businesses promised to get back to you about your inquiry, quote, order (or anything else) and actually done it? Sadly, in these busy times, many people do not deliver on their promises, therefore they do not realise that their trust and credibility plummets in the mind of the potential customer or client. Once you lose trust and credibility with people you risk losing much more. For instance, the person won’t refer others to you, as they don’t feel confident that you can be relied upon to look after one of their clients or customers should they require your product or service.

Why do people over-promise and under-deliver?

From my observations, I believe that most people have good intentions and sincerely desire to build positive reputations. We aim to have happy clients and customers which in turn give us a sense of satisfaction. However, when interacting with clients and customers, much of our communication is done verbally and most of the details are not written down. During our day to day activities, many details are forgotten, lost or misconstrued and when the time for follow up comes the pressure of trying to recall specific client/customer information can cause mind-blocks. This leads to frustration and is very time consuming - hence the idea of “putting it off” until our mind clears makes sense at the time.

We can quickly eliminate forgetfulness by writing notes in a diary during or after interactions. Notes act as a refresher assisting us recall details and bring specifics to mind – a valuable tool in business and customer/client relations. At the end of the day (or whenever) we can refer to our diary and take action. Research shows that 50-60 thousand thoughts run through the human mind each day! Obviously, we can’t be expected to remember every detail of our customers and clients, so it pays to make written notes after a conversation, sale or appointment.

Here are my eight tips for building a positive reputation:

1. Answer emails and phone calls in a professional and friendly manner
2. Write and speak clearly and precisely about your products and services
3. Keep appointments and arrive on time
4. Be presentable and dress appropriately for the occasion
5. Turn your mobile phone off after arrival (unless an emergency call is expected)
6. Focus your attention on the needs of your client/customer
7. Listen, respond and ask clarifying questions
8. Follow up with contact to gauge customer/client satisfaction.


Australia is well known for 'cutting down its tall poppies.' I would rather stand out as a tall poppy who dares to be different in regards to customer service! Wouldn't you?

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  How To Create A Reputation for Honesty as a Leader-Part 1
  The Importance of Building Your Business Reputation Online
  Four words

Article Tags: answer emails, appointment, busy times, credibility, customer information, diary, forgetfulness, frustration, good intentions, plummets, promises, reputation, reputations, satisfaction, specifics, thousand thoughts, valuable tool, writing notes



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