Do you make commitments? Do you fulfill your commitments?
Some of us will say a lot of things in a business meeting without sharing all the details. These details can be very important to People Like Us while not seen too important by others.
Here is an example. During a good discussion with a client about a new project, it is shared we can do all kinds of things and we will take care of specific tasks. Once the project has been launched, the client asks about these items we committed to. We initially replied with "Oh that was not included and never said it was free, besides it's not even documented on the scope of the project".
So what do you think about this answer to our commitment?
Making commitments is not simply stating them on a contract. Making commitments is about your honesty and integrity. The "Golden Rules" are to deliver both at all times and remember to under-promise and over-deliver (not the other way around!)
When there are delays or reasons why your commitments cannot be fulfilled, communication is the key to update everyone you made these promises to.
This is how we fulfill commitments.
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Couldn't have been posted at a better time in my life. I am relearning how to make and keep commitments so that both parties are satisfied once the work is done. Great post Frank.
ReplyDeleteThanks Karna!
ReplyDeleteSounds like a struggle many of us are having at this time - always one that makes you wonder about your judgement. Finding clarity with the client around timelines and looking for solutions together can forge a better relationship with the client.
ReplyDeleteNever talk about options without explaining to the client if it is part of the project or not - or ask if they would like a separate quote on the items that are out of scope.
It is easy to get carried away in the momentum of the conversation and brainstorming. We need develop restraint (unfortunately it's through experience that you get this) so that we do not provide information and make promises that can be misunderstood.
One thing that works for me is reviewing what we discussed with the client to ensure there is understanding - and letting them know that I will follow the conversation up with an email or note so that we can be on the same page. This way, questions can be easily handled.