Nothing breaks trust as quickly as a broken promise. That is why I am constantly bemused by how often people set themselves deadlines that they seem incapable of meeting. As a client one has that constant let down feeling. Self-doubt creeps in, my work is not interesting enough, I am not important enough, I don’t matter to the other person. We all deal with competing pressures and clients – why put yourself under pressure? Allow time for things to go wrong, to take longer than expected, to require more analysis. Don not put unnecesssary strains on your client relationship.
The customer is always right.
Early in my career as a lawyer I heard about the two rules adopted by a grocery chain in the North-eastern United States called Stew Leonard’s. It encapsulated their policy and they were so proud of it they had it chiseled into a granite rock outside the store. It was very simple:
“Our Policy – Rule 1: The customer is always right! Rule 2: If the customer is ever wrong, reread Rule 1!”
I recently re-read this when thinking about this article. Steve King”s article on it, which I can thoroughly recommend, gives a fuller picture: https://stevekeating.me/2021/01/11/the-customer-is-always-right/.…