Nothing destroys trust faster than not doing what you say you will do, when you say you will do it. The same is true for organizations.
In fact, in an organization every member of the organization needs to deliver on the promises that are being made. That is why creating the right culture is so important.
Recently, I had a customer who was upset with one of our project managers.
The customer was upset because they were promised a remodeling schedule and some updated pricing on a kitchen and bathroom.
As I dug into the situation, I found out this project manager was not clearly setting expectations with the customers, which makes it hard for anyone to understand what the promises being made are.
The first step to creating a culture of integrity, is to clearly define what the promises are and when they will be delivered.
Here are 5 ways to create a culture of integrity
- Clearly define what it is that needs to be done. Be specific.
- Clearly set a time that this will be done. Words like end of the week, as soon as possible, next week, or get started on it are very poor choices. I’ll have this back to you by the end of the day Tuesday, sets a much clearer picture.
- Communicate immediately with everyone if the time frame looks like it will slide. Clients may be disappointed because a deadline moves, but not meeting a deadline and not communicating that will destroy trust.
- Provide your people with training and tools to help them understand how to set expectations and manage time.
- Check in periodically to make sure your company culture is what you think it is.
To learn more about your companies integrity please read the March 31, 2012 posting by Startup Professionals Musing : 5 Ways to See If Your Business Integrity is Showing
To see some great examples of being misunderstood please view this YouTube post.