Taking Your Words Seriously

When we ordered the stained glass window as an accent piece for our home, the artist-proprietor told us he was a bit behind. "So," he said, "to be on safe side, plan on six months." That was two years ago. We still don't have the window. Each time we call or stop in, he has yet another plausible reason why our project isn't done, the appropriate apology and a new promise of a delivery date. What he doesn't have is credibility.

Wishful promises don't cut it in small-town businesses or big-city corporations. It doesn't matter what role you're in. If you tell me you'll do something, I expect you will do it whether you're a business, an employee, a co-worker or my boss. You're the one setting my expectations, so why wouldn't I believe what you tell me?

It baffles me. I've found in twenty years of management few people meet or exceed the expectations they set and they control. I'm not talking about deadlines other people set for you. I'm talking about the ones you establish. Maybe it's because few people take their own words seriously. If you do you can differentiate yourself at work. People who consistently do what they say they're going to do, without sandbagging, are memorable. They're the people with credibility. They're the ones you want to hire and promote and do business with.

People fail to establish credibility without even knowing it. If someone tells me she'll provide information by Friday, but what she meant was "around Friday," she'll feel she met her obligation to me when she pushes send on her email Monday morning. I'll view her as lacking credibility when the information for a project I wanted was late. However, if she told me I'd get the information no later than Tuesday and delivered it on Monday, while her delivery date remains the same, her credibility soars. By managing the words that define what others can expect from you, you can surprise and delight your co-workers, boss, and customers.

To do that, replace casual-speak and wishful promises of what you'd like to have happen or believe can happen, with commitments of what will happen. But here's the key. You can't commit what you can't control. If I tell a member of my staff he'll get his review next week, but I only control when I finish writing it not when it's approved, the likelihood of me failing to meet an expectation I set with him is strong. But if the review is written, signed by my boss, and in for processing at the time I set the expectation, I'll meet it.

Our delinquent artisan could have called three months into the project, told us he accepted an unusual opportunity to restore an historic building, was putting his other projects on hold until that was complete, and offered us the choice of waiting until he resumed work or getting our deposit back. He could have preserved his credibility and the relationship.

Actions may speak louder than words. But it's our words that provide the backdrop for whether our actions measure up. If I'm your customer, your boss, or your co-worker, I'm taking your words seriously. I think you should, too.

(c) 2004 Nan S. Russell. All rights reserved.

Sign up to receive Nan's free biweekly eColumn at www.winningatworking.com. Nan Russell has spent over twenty years in management, most recently with QVC as a Vice President. She has held leadership positions in Human Resource Development, Communication, Marketing and line Management. Nan has a B.A. from Stanford University and M.A. from the University of Michigan. Currently working on her first book, Winning at Working: 10 Lessons Shared, Nan is a writer, columnist, small business owner, and on-line instructor. Contact Nan at info@nanrussell.com

In The News:

---

Managing Emotions During Career Change and Job Search, Part One

How can you manage your emotions during your career change... Read More

Dealing With How Would You...? Questions

I'm always preaching about proper preparation prior to interviews. If... Read More

The Career Athlete: What It Takes to Manage Your Career

Managing your career, just like managing your life, requires preparation... Read More

Resume Formats ... The Hidden Pitfalls

Deciding on a resume format is the first major decision... Read More

Networking Masterclass - Part 1 - Practicing Empathy

Practicing Empathy A vital part of your networking skills is... Read More

How To Write The Perfect Cover Letter: Be Brief--And Be Gone!

The best cover letters are 'one-page wonders.' Why? Because they... Read More

Job Interviews: What to Wear

It takes between seven and seventeen seconds for a person... Read More

The Top 10 Mistakes Job Seekers Should Avoid In Contacting An Employer

There are numerous tools and resources available to guide job... Read More

How to Overcome Being Overqualified

Have you ever gone through the interview process, felt confident... Read More

The Top Ten Strategies of A Great Interview

You've just received a call to interview with your dream... Read More

Get In The Game With a Stellar Resume

During the job hunter's market of the 1990's, employers were... Read More

Youre Fired!

One-day you're minding your own business and your boss comes... Read More

Adapting To Change In A Changing World

Have you learnt a new skill or improved upon your... Read More

Career Change Is Not For Wimps! 3 Powerful Steps to Do Work You Love

Tough words... but I truly believe that folks who make... Read More

Why Become A Truck Driver?

There are a great number of good reasons for someone... Read More

Surviving Corporate Politics Part 2: Keeping Up Appearances

Never a 2nd chance to make a 1st impression, or... Read More

Job Interviews: Ill File a Grievance!

I recently went to a retirement party with my husband... Read More

Job Security Is Dead! Are You?

Job security is an out dated concept. The idea is... Read More

Big Job Sites Vs The Small Ones

There is much to say about posting resumes on the... Read More

4 Niche Job-Search Tips

Looking for a job on the Internet can be daunting.... Read More

Tell Me About Yourself

The need to tell people about yourself may present itself... Read More

Six Factors That Can Cost You the Interview/Job

Most job seekers know that an unprofessional appearance will count... Read More

Learn Some Useful Feng Shui Career Tips

As it does with every main life aspect, feng shui... Read More

The Chicken or the Egg?

Even before I checked my calendar on Monday... Read More

Hey! - Are You Being Paid What You Are Worth?

Are you being paid what you are worth? Has anybody... Read More

Answering The What Are Your Weaknesses? Interview Question

One of the trickier questions an interviewer might put to... Read More

How Long Does It Take To Write A Resume?

Many people can easily write a resume in just a... Read More

How to Recoup From Missing the Most Important Meeting of the Year

Sometimes missing a critical meeting just can't be helped. Despite... Read More

Energizing Synergy

Would you like to have more energy and synergy in... Read More

Closing the Gap on Your Career Goals

If you still picture a steady progression up the ladder... Read More

Working Abroad - Employment Advice In Spain

Jobs and employment on the Costa BlancaThe Council of Europe... Read More

Seven Deadly Types of Job Recruiters

Collect them all!Over the course of six months in my... Read More

How to Survive in Business Long Enough to Win

As a former human resources professional it has always intrigued... Read More