Your Word is Your Contract

In business, your word is your bond. When you make a promise to a customer, you are entering into a social contract with them. If you break that promise, you are not just letting them down; you are damaging your reputation and eroding their trust.

To build a business that is based on trust, you need to:

• Make fewer and better commitments. Don't overpromise and underdeliver.
• Track your commitments. Keep a record of what you've promised to whom, so you don't forget.
• Have a process for meeting your commitments. Don't just assume that things will get done.
• If you can't keep a promise, communicate early and often. Explain what's happening and what you're doing to make it right.

Your reputation is your most valuable asset. Protect it by always doing what you say you're going to do.