Why Do Businesses Disappoint?

So you’ve got a strong set of company values - and your marketing activity and sales team communicate these really well. Great work. But it’s not all just talk. You've got to deliver against those values, or you're going to let everybody down and you'll lose customers.

So why do businesses have the wrong values? Or why do they disappoint or do a bad job? Or behave a certain way?

A lot of the time it's not intentional.

A lot of the time people do set out to do a good job.

There's usually something deeper. If a company is over-promising and uner-delivering, there's usually a problem internally. Is it poor communication? A process problem? Capacity?

In life, people and companies generally want to do a good job. Because we know, you rarely get what you want by doing a bad job or intentionally ‘ripping people off’. It's just going to be a losing game.

But what if you’re the company that’s disappointing?

It's about communication. Communicate, communicate, and communicate! Most of the frustration that people have is when they just don’t know what’s happening. Having the courage to update, apologise and comunicate your intended actions can be the difference between keeping and losing a customer.

As we mentioned your actions should reflect your values. If your value is to do a good job, and you act upon that, your customer will see and appreciate it.