"Your most important customer is the one you have in front
of you right now."
Lauderbaugh & Associates
"Commitment Leads to
by JJ Lauderbaugh, CPCM
As customers, we wonder why we get such poor service -- why people don't seem to keep
their promises, why managers and employees don't have much loyalty or concern. It's a lack
Webster tells us that to commit is to pledge, bind or promise to do something. That
doesn't mean "if I feel like it" or "if it's convenient." Commitments
to our employees and customers are not always easy to keep, but they must remain at the
top of our priority list for business success.
To build stronger, long-lasting relationships we must keep our promises, ranging from
returning phone calls to living our mission and vision statements.
Recently, I overheard a front line man vent his frustrations overhearing his company had
"messed up" with his biggest account for the third time. He said, "They're
always asking us to bring in new business and yet they can't even take care of the
business they have. It's embarrassing to have to tell my account and friend that we didn't
do as we promised again. We'll probably lose the account!"
As leadership consultant, Elizabeth Jeffries from Louisville, Kentucky states,
"Keeping commitments builds trust, and trust is the glue that holds relationships and
It's essential in leadership." In leading our teams, we must never forget the
Ernest Hemmingway said, "To gain unconditional trust, you must be unconditionally
trustworthy." When a team has trust, everyone joins the winners' circle.
To build trust, we must have clearly and consistently administered goals which contain
employee input. The front line man I spoke of earlier needs to know he is being heard and
kept informed on what is being done to prevent errors from occurring again. Only then,
will the employee's trust and possibly a client's trust be restored.
As Elizabeth Jeffries states, "Trust is built on repeated, verifiable behavior."
It develops in the workplace when leaders believe employees want to be productive and the
associates/employees believe the employer has their interest at heart. It develops when
employees have positive attitudes of pride in their work contribution, and to build a
strong team by helping each other.
The way we treat our associates/employees will determine how they treat our customers. We
must renew our commitment and trust to our employees and client frequently. This will keep
us customer focused.
1997 - 2012
JJ Lauderbaugh, CMC
JJ Lauderbaugh is an international speaker, trainer and
who specializes in customer service management.
JJ may be reached at:
Phone (408) 445-1590