We live in an inconsistent world, filled will many well-meaning but inconsistent people. Thus, in business – in life – consistency removes uncertainty and leads to trust.
As seen in a past post, trust can be defined as “the assured reliance on the character, ability, strength or truth of someone or something.”
The person who manages to show up authentically day after day, week after week, month after month, and even year after year builds a bank account of trust that will pay dividends for as long as they keep making those deposits.
The man or woman who delivers on their promises consistently, when they say they will, and without excuses, keeps their clients and enjoys an army of Personal Walking Ambassadors like few others.
I was reminded of this while reading of an incident shared by Microsoft Cofounder, Paul Allen, in his just-released memoir, Idea Man. It was back in the late 70’s and sales in Japan were just taking off. A sales rep from a Japanese company had purchased a large amount of software, but due to a malfunction with one of their (the Japanese company’s) prototype machines, Microsoft failed to meet their delivery date.
According to Allen:
“{T}he head rep was distraught. ‘Mr. Allen, I promised to deliver,’ he said, almost sobbing. He camped out at our office for days to help me get the software running. His honor was on the line.”
I loved that. “His honor was on the line.” Not his commission. Not even his relationship with his clients. His honor was on the line. I can only imagine the trust with others that this man held, not only keeping his promises as a high personal value but, the consistency of such, as well.
What do you think? By the way, do you know people like that? How is business for them?
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Great information Bob, what a great example for us all who are in service, sales, and for any customer interaction we “get” to deliver in. Would you mind sharing your thoughts on your meaning of honor?
Bob,
What a great post!
I have had the pleasure of working with an individual who consistently showed that kind of commitment to their word for several years and it left a lasting impression on me. Her name is Jeri Alvarez, and she would back up her promises to everyone, friends, clients, co-workers, etc.
One of my favorite Jeri stories concerned a potentially large client of ours who ended up not followin our program as well as we were hoping, and as a result, showed a low ROI for us. However, Jeri had said that she would personally deliver items to all of their 10 events, so she did..at great financial loss. She drove her SUV from Birmingham, AL to all 10 events, which went from California to Boston to West Palm, over a three month timeline! That was in the year 2002. She hasn’t been with our company since 2005, but just a couple months ago, we were awarded an agreement with an organization in AZ, the key contact…a former employee from that large client, who was also at all the events that year who said in our meeting, “I know there is no guarantee that everything will go as we hope, BUT i can guarantee you guys (Board of Directors) that this company will do everything they say and more!”
Steve, what an awesome story! Thank you for sharing that.Wow!
John, thank you for your kind feedback! What is *your* meaning of honor?
Great post Bob. During these tough economic times and everyone seemingly focused only on themselves, what a pleasure to read about consistency and trust. It makes me grateful.
I think motivational Mondays is a great idea, but Gratitude is where I need to be.
Speaking of grateful. I want to thank you for all your great books, posts, interviews and talks. Starting with reading “The Go-Giver” a couple years back, you have inspired, motivated and been a great influence in my life. Thank You !
P.S. The article on CARE should be in the Atlanta Business Chronicle, this Friday, April 29th.
My first article at the ripe young age of 53. A true miracle. Hope they edit it and make it look good ! Ha !
Al
Al, thank you so much for your very kind words. And, congratulations on your article being in the Atlanta Business Chronicle. Age 53 no problem. Mr. Kroc started his McDonald’s empire at age 55. Go for it, my friend!
Great stuff Bob. I talk a lot about Content Marketing on my blog. And one of the easiest ways to build trust through consistency is to create a steady stream of high-value content over time.
Trust = Consistency X Time
Creating high value content (as you do on this blog) is an easy and economical way to build sales generating trust.
Excellent post, Bob, and I agree; consistency is one of the six critical capabilities that I cover in my book “Navigating Integrity – Transforming Business As Usual Into Business At Its Best.” (http://www.integro-inc.com/About/NavigatingIntegrityBook.aspx) A hard part to navigate at times is when, in the interest of adapting to compete or of fairness, to not be consistent. Apple began eating IBM’s lunch in the 80’s because IBM consistently executed a failing business strategy – ditto Polaroid and Hollywood Video. Fairness might mean exceptions to some policies that would be hardships for some. I guess the trick is balancing Deming’s “There must be consistency in direction” with Emerson’s “A foolish consistency is the hobgoblin of little minds.”
Thank you for your comments, Al, and congratulations on your new book. And, yes, when we talk about consistency being important, I’m hoping that would imply consistently doing the right things…and doing them right. 🙂
Excellent and meaningful post, Bob. Trust and honor are key characteristics which shape the moral/ethical business climate. I always appreciate an individual who keeps their word and follows through with their actions. I had an instance where I invited two friends to an event. They arrived early, properly dressed, focused and interactive throughout the entire program. Not only did their actions catch my attention but also the attention of the organizer of the event. Although these guys do not have businesses (yet), they have shown high competency for greatness in their futures! I will definitely let them know how much they have gained my trust. Thanks again for the great work, Bob!
Thank you, Chi Chi. Great thoughts, my friend. And, as your two friends continue to impress on a consistent basis the momentum will help them bust through any walls and see great things come their way. Awesome!
Honor to me is privilege, opportunity, humility, and respect.
Bob, it just so happens that I just made a mistake on a client’s order. I am doing my best to fix the mistake so that he won’t be able to tell the difference. (I already told him about the mistake and he’s seen the product) I am trying to get it turned around in 24 hours.
I am hoping this is an opportunity to build trust with my client. I really make very few mistakes, but when you do, you have to step up and try to make it right.
Susan, sounds like you’re handling it perfectly and I know he’ll appreciate it. You’ll turn it into an even stronger relationship than it is now! Consistency certainly doesn’t mean that mistakes don’t happen. I’ll be doing a blog on that topic, as well. 🙂
Hi Russ, Love that formula. Trust = Consistency X Time. Terrific!! Thank you for sharing!
Very cool, John. I thought I’d look the word, “honor” up on Dictionary.com. The first two definitions are:
1. honesty, fairness, or integrity in one’s beliefs and actions: a man of honor.
2.a source of credit or distinction: to be an honor to one’s family.
I think those fit the context of the sales rep feelings in the article. And, there are probably other words and definitions that would also work. Thank you for sharing!
I can relate to the feeling of “honor being on the line.” I made a mistake with my bride, because I failed to order from a new size chart, thereby ordering a gown that was too small. I arranged for the new gown to be rushed in, but the bride had a hard time making the trip back to San Antonio to get her fitting. Although I found an amazing seamstress in her hometown, which in fact would save her a second trip to San Antonio, I didn’t feel right about not seeing her through to the end.
I knew she let me help her get her gown, so I could take her to the “finish line,“ the alter.
I’ve never tossed and turned at night, until the day I sent her home, knowing I wasnt going to finsih what I started with her. I called her the following day and asked if I could take the dress to her out of town fitting, so I could “make sure the seamstress was competent.” The bride cried and said she had been feeling like she was going to be someone’s step child. She tearfully welcomed me to her fitting and I felt much better for being able to see her through to the end.
In a heart beat, I would have camped out with that rep.
You continue to amaze me, Ms. Wells. Once again…right on the mark! (Another one for YOUR blog post, cough cough)
Bob, this is such a terrific post. The idea seems so simple, yet it takes such discipline to deliver at this level. This concept of consistency can be a challenge to learn as an adult and it is a tremendous blessing to any child or teen who is encouraged to develop this habit during their early years.
Thank you so much for this incredibly thoughtful post!
😉 You are so sweet to me Bob Burg. I just read all the responses and when I think of honor, I am reminded of a song, “On my honor I will try, always do the best I can….” To me, my honor is my best. I feel blessed when someone allows me to do my best for them.
Amy, great point again. Doing one’s best is certainly one of the most honorable things one can do!
Columbia, thank you. So glad you enjoyed it. You’re right in that simple is certainly not to be confused with easy. And, a blessing indeed when one can learn the importance of it early in their lives. Thank you for sharing!