Volume XXIV, Number 8 (Issue 1169) February 23, 2026
Promises Made. Promises Kept?
What we do impacts others. Whether it is the care that goes into our work when we are one link in a chain or others are looking to us to make their customer experience better than expected, what we do and the care we give matters. When you think about it, anytime we are part of a process, we are still taking care of a customer – only it is an internal one. Thus, taking pride in what we do, honoring our promises, and meeting/exceeding service standards are all part of making others’ experiences the best they can be.
Not long ago we led a series of focus groups for one of our clients. One topic that surfaced on more than one occasion was how frustrating it is to be expected to work with incomplete or inaccurate information. That is especially so when had others taken a little more care, fitting our piece into the puzzle would be so much easier.
In fact, it is so common to think about how others’ work affects us that when we believe they are not committed to giving their best, we get frustrated to the extreme. But what about all of the times when the situation is reversed? That is to say, do you give much thought to how your words and efforts impact others? How many times have your efforts failed to meet someone else’s needs/expectations? Do you have and are you committed to any sort of service standard? Is your word your bond? Do you take pride in all that you do? Even when – especially – when no one else is looking?
When we have encountered this point of conflict in the past, one approach that helps to achieve a positive outcome is to get all of the players in the same room and have them share their perspective including their sources of frustration. Our role in those settings is that of moderator and mediator. In helping others see things from someone else’s point of view, i.e., walk a mile in their shoes and gain an understanding of and appreciation for the challenges they face, better results are usually not far away.
Thus, the next time you find yourself getting frustrated when someone fails to meet your expectations, rather than keep it in, allow the frustration and resentment to grow, or worst of all, go scorched earth, see if you can consider the other person’s situation and perspective. A little empathy and understanding goes a long way. Now, if I can do a better job of following my own advice.
Soli Deo Gloria
“So whatever you wish that others would do to you, do also to them for this is the Law and the Prophets.” Matthew 7:12
J. Keith Hughey
Mobile: (210) 260-0955
E-mail: keith@jkeithhughey.com
Website: www.jkeithhughey.com
Transforming Potential into Unmatched Performance
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