Relationships, whether personal or professional, all start with a commitment. As management guru Peter Drucker once said, “Unless commitment is made, there are only promises and hopes… but no plans.” Over the years, I’ve learned what truly matters most is turning these promises into reality, because at the end of the day commitment simply translates into better business.
In our company, deliver on what you say is about setting expectations and reinforcing them. It’s like a heartbeat; we can hear it, we can feel it and we know it’s strong. When we make a promise—to our partners, our colleagues, or to one another—we’re entrusted to follow through. Our business evolution, what we refer to as reinvention, is channeled through this trust.
We don’t want to follow the next big thing in the market. We want to lead the market, so we can bring you the best possible tools for running your business. We embrace a culture of continuous change rather than choosing to stand still. To maintain our position at the top of the industry food chain, we must commit to each other and our customers that we will deliver on what we say, no matter what.
Here are two of the ways we uphold our commitment to you:
- Product Roadmaps: Keeping our eye on the future, product roadmaps allow us to showcase what’s to come in our product releases. This holds us accountable to our partners and allows them the opportunity to make additional requests.
- Satisfaction Guarantee: We are so confident in our products and services that we stand by them with a 100% satisfaction guarantee. We are committed to solving any issues that may arise and if a client doesn’t see satisfactory results within 90 days, they will get a full refund.
Next Steps for You
Keeping commitments means meeting, or better yet exceeding, expectations. Effective communication is an art; it’s not enough to simply write out how you are going to do it―it takes constant vigilance and management.
Below are some tips to improve your ongoing communication and share your plan of intent along the way, so your relationships continue to flourish long into the future. Use these suggestions to have direct impact on your clients’ experience and it won’t go unnoticed.
- Determine the Need: Before you set expectations, first set out to understand what your clients truly need. Make it an open discussion and do what others don’t: listen. If your clients have been let down because another company didn’t deliver on what they said, you better be up for that challenge.
- Establish Realistic Onboarding Times: With a practical and accurate onboarding schedule, you’ll be able to deliver reliable service to your clients instead of surprising them with unexpected delays.
- Deliver Rapid Response:Set a standard for your response times. Maybe it’s fifteen minutes, maybe it’s two hours. The window you settle on will, of course, depend on your staff’s bandwidth, but make it quick and consistent.
- Meet Your SLAs: Your SLA represents your integrity as a company and by honoring the commitments set forth in them you’ll establish a reputation for professionalism and honesty.
- Share Your Plan of Intent: Keep your clients in the loop by providing updates on your future plans and be sure to involve them in the process. An engaged client base will better help you support their success.
- Establish a Satisfaction Guarantee or Customer Commitment:Give your clients peace of mind by providing them with a clear explanation of what they can expect from you and what you expect in return.
Living your commitment every day, in every aspect of the work you do, will show your clients the depth of your obligation to their success. Be a trusted advisor. Help partners find a solution, and keep your promises. When you do, you’ll see clients making a commitment to you in return, which will translate into better business.
Now that you’re obsessed with partner success and delivering on your promises, it’s time to turn the focus inward. Our next post will show you why checking your ego at the door will help fuel your reinvention.