Reliability Rules

The Ground-Breaking Manual for Using Promises Management to Keep Customers, Build Your Brand, and Grow Your Business

Deliver on what you promise. As a business proposition, that sounds very simple. But there are two problems. First, look at most advertising. Marketers are more likely to overpromise than to just make a solid, deliverable, and believable promise. Yet, ironically, survey after survey indicates that this is what they want from their organizations: Deliver on your promise. Not "knock-your socks-off" customer service or product quality or outrageous pricing. Just deliver on the deal.

Second, according to such reports of consumer sentiment as the Edelman Trust Barometer, an increasing number of people don't believe the promises made by organizations because they don't believe what organizations and their leaders say.

This lack of trust, which has been on the rise, should terrify executives. Without customers' belief in your basic reliability - that you will deliver on what you promise - nothing else you do will matter... not clever ads and promotions, not the price of your product or service, not the quality of that product/service or your customer service, not the performance of your operations, not anything else. Because customers will desert you and avoid you at every turn because they will not believe in you or what you say and do. And it will cost you more to convince them that you will deliver on your promise.

That's what makes Promises Management and Reliability Rules so important. Promises Management is a business management process that enables executives to match their organizations' promises with what they can and do deliver. It gives leaders a method for avoiding overpromising - the greatest pitfall in business today - and instead create satisfied, loyal customers who believe what you promise and, if you make a mistake, will give you the benefit of the doubt.

Product Details
255 pages
ISBN: 978-1-933199-12-2