My entire life, I have been a quieter person that spends more time observing and doing than speaking. I notice smaller and more subtle things including non-verbal forms of communication, which are interesting and often very telling. Part of this is paying attention to the art of following through…or lack of. Success in every aspect of life is determined not by promises and intent, but action.
Let’s be blunt: not one business has ever succeeded by underdelivering relative to promises. Amazon and Zappos are well known for immense selection, prompt delivery, and great customer support when problems arise. Wal-Mart became a monstrous retailer by consistently delivering low prices. Culver’s thrives in the fast-food space with quality control that consistently creates a better customer experience.
If you tell a customer or client you will do something, do it. Your reputation and success hinge on your actions, not promises. Following through requires understanding your capabilities, developing a rhythm, and true action. It is a conscious choice, not a sales tool. Follow through is not only a deliverable–it entails strong communication. We are human and crap arises–own it, communicate it, and deliver what you promised.