Broken Promises: Never Let Them Slide

25 Jun

Act immediately when a customer breaks a promise

extended handOne of the pleasures of operating a business is working with customers to help them achieve their business goals. Because when they win, you win. Everyone loves a good win/win scenario.

One of the displeasures of operating a business is when someone takes advantage of our goodwill spirit by breaking promises they made to pay what they owe.

The harsh reality is that every time you fail to act on a broken promise, you’re paving the way for the customer to break more promises. This wastes time and diminishes your chances of being paid in full.

Another reality is that a broken promise translates into untrustworthiness. And we all know how tough it is to do business with someone you truly can’t trust.

The only correct response to a broken promise is an immediate one. You may wish to hold the next delivery, or only deliver COD, or maybe severely limit the customer’s credit. But no matter what consequence you add to the broken promise, it must be done immediately and never let one single broken promise ‘slide’.

Keep in mind that you are teaching customers how to treat you. Those who know that you expect to be paid on time are more likely to do it than those who are under the impression that you don’t really care when you get paid.

Act immediately when a promise is broken. Take it seriously.

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