In Tribes, Seth Godin writes:  “When your brand makes promises it can’t keep, your overworked staff bears the brunt.”

This happens all the time.  A leader “crosses his fingers,” stands up and makes a promise, and then heads off to a golf course or an office somewhere to hide from the masses.

As Captain Hook, from Peter Pan, would say . . . “Bad form!”

Great leaders don’t make promises unless they know the team can deliver.  They protect the most valuable resource available to them, their staff.

Are you a promise maker, a promise breaker, or a promise keeper?

Ask your customers and ask your staff.  Believe me, they know.

Master a few things and deliver on them every time.  Doing so will ensure a satisfied customer base and a loyal group of employees.



What happens when a leader fails to deliver on her promises?