Yesterday’s post reminded me of another situation where a promise to follow-up goes unfilled. Last year I received a series of letters from a university asking me to consider the project that they were implementing and that I should expect a telephone call from a dean at the college the following week. Two of these letter found me at my home address. I read them and awaited the call. Nothing happened. Finally a third letter came asking for a donation. I figured that the project was:
A. Not that important since the dean never called
B. My gift was going to be too small to have an impactC. This was not the university’s top priorityD. The money had already been secured and therefore they did not need to contact me
This experience was a firm reminder that your institutional word and promises have a tremendous impact on your organization’s outcomes.
What organizations have made promises and then exceeded your expectations? How? Which causes have you stopped doing business with because they never delivered? How much effort separates the first group from the second?