Are you a trust given or a trust earned person? In my experience, everyone is one or the other, and like oil and water, the two don't …
Promises
The consequences of promises
Consequences always follow promises, and the nature of the outcome is determined by whether you keep or break them. At first glance, …
I am not on a journey
These days, it feels like every damn thing I do is called a journey. I'm not buying a drill. I'm on a home improvement journey. I don't …
How expectations and obligations cascade into broken promises
Promises play an indispensable part in how value accrues in your brand result. Yet despite that, too little thought gets applied to what's …
Do you actually follow through on the ‘satisfaction guarantee’ on the front desk?
The sign on the counter said: ”If you’re not satisfied with your stay, let us know and we’ll make it right.” I’m sure plenty of similar …
Communication with employees is a Goldilocks problem
Ask people what their organisations need to do better, and nine times out of 10, they will say communicate. Whether it’s too much or too …
Five signs your company values might be bullshit
The combination of hubris and aspiration, liberally sprinkled with puffery make many value sets mosh pits of self-delusion. So there’s …
Clear agreements are the mother’s milk of promises
I’m always looking for ways different ways to make it easier for people to think about their promises. Last week listening to a recent …
Culture is critical to keeping the promises you make
Take a look around at the broken promises you see. How did it happen? Was it neglect, poor planning, a deliberate act? My research …