Are You Referable

Writen by Ron Kaufman

Technical competence alone does not make you 'referable', no matter how good you are.

My friend Treva recently experienced a car breakdown in Los Angeles. Her vehicle was towed to a nearby service station where the manager put her at ease with his comfortable style and obvious expertise. He promised to call her the next morning with an evaluation and an estimate.

She took the bus home. The next morning, he did not call. She called him in the afternoon. He apologized and agreed to call her back by the end of the day. But he didn't. She reached him again the next morning. This time he promised to call back within 45 minutes. Two hours later, he still had not called.

In the end, Treva's car was very well repaired. The manager gave her a clear explanation of what had gone wrong and charged her a very reasonable price.

I asked if she would take her car to this person in the future. She paused and replied, 'Yes. I can trust him to take good care of my car. But I won't refer him to anyone else. I can't trust him to take good care of my friends or my colleagues.'

Key Learning Point
--------------------------------------------------------------------------------
Being technically competent is not enough to build a growing business. You may be a terrific lawyer, doctor, accountant, broker, supplier, programmer, manufacturer or car mechanic, but if you don't keep your promises in every way, you just won't be referred.

Action Steps
--------------------------------------------------------------------------------
Promises are the foundation of reputation. Make them, and keep them.

Ron Kaufman is an internationally acclaimed educator and motivator for partnerships and quality customer service. He is author of the bestselling "UP Your Service!" and founder of "UP Your Service College". Visit http://www.UpYourService.com for more such Customer Service articles, subscribe to his Newsletter, or to buy his bestselling Books, Videos, Audio CDs on Customer Service from his secure Online Store. You can also watch Ron live or listen to him at http://www.RonKaufman.com.