Be careful about promises made. As Kristin Anderson says in Delivering Knock Your Socks Off Service, “You can’t promise your customers sunny weather, but you can promise to hold an umbrella over them when it rains.” Problems arise when promises can’t be met. There are no degrees of promises; every promise is equally important because the person who is disappointed by your failure to keep a promise is likely to think: “If they can’t be counted on for small things, I sure won’t trust them on large ones.”
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