Relationship In Business - Piaras MacDonnell

 “We must not promise what we ought not, lest we be called on to perform what we cannot” - Abraham Lincoln

 Two years ago I flew with Ryanair and swore I would never do it again.  This year when booking holidays I reluctantly booked Ryanair again. What nags me is that I will seriously consider using them again despite the below average service, restrictions and stress.

Why, because they deliver on their promise of low cost, every time.

In our business relationships if you consistently deliver on your promise experience has shown me that a client is more tolerant of short comings in other areas.  As a supplier of goods or services we must be clear about what our brand promise is and deliver on it consistently.  To achieve this our who organisation must be aligned behind this promise, whatever it is.

In the example of Ryanair at every link in the chain cost is stripped out to ensure low costs. The same focus can be seen in other world class organisations but the area of focus differs: Fedex-time, Nordstrom-service, Dell-low cost, Amazon-choice, etc

So what is our brand promise and how focused are you on consistently delivering on it?