"Your most important customer is the one you have in front of you right now."

Lauderbaugh & Associates

"Commitment Leads to
Customer Satisfaction"

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 of commitment.

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 organizations together.

It's essential in leadership." In leading our teams, we must never forget the commitment-trust factor.


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.


Copyright 1997 - 2012
JJ Lauderbaugh, CMC

JJ Lauderbaugh is an international speaker, trainer and consultant
who specializes in customer service management.
JJ may be reached at:

Phone (408) 445-1590

E-mail:  jj@jjlauderbaugh.com.



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