Customer Service

Do What You Say You’re Going to Do

January 30, 2017

Don’t worry, we’ll have your blog back up by 1:00 p.m. Pacific time on the 28th.

Yet, as I’m writing this post on the morning of January 30, 2017, our blog is still down.

Somehow, someplace within Network Solutions, which provides our webhosting, they disconnected our blog from the rest of our website. Oh, I mean from the entire internet.

What’s the lesson here? (Besides that it cemented my decision to get away from Network Solutions as soon as possible.)

It’s that if you say that you’re going to do something, do it.

Getting the blog up by the 30th (I hope!) is not the same as meeting the deadline that they themselves gave us, the 28th.

We can all apply this lesson in our businesses.

If you promised to get back to a colleague by 5:00 p.m. on Tuesday, do it. If you told a patient that you’d return her call on Wednesday, do it. If you agreed to call a shareholders meeting to discuss the potential merger, do it.

Sure, sometimes things happen and you’re unavoidably delayed. Like a flat tire on the way to a meeting for which you left an hour early. Then at least let those expecting your timely performance know the “why” of the delay and of your sincere efforts to be timely.

I know that this all seems simple. But if it really were simple, my blog would be back up or my Santa Barbara office’s phones would be ringing and ringing with status updates from someone at Network Solutions. They’re not.

Chances are, your competitors are making the same mistake.

What an opportunity!

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