Musings on Management – Promises, Promises

Musings on Management – Promises, Promises

 

Mahatma Gandhi said… “Never make a promise in haste”. After watching the recent election and being offered the sun, moon and stars by the various parties, I started to think about how many of us make promises at a particular point in time but then don’t or can’t deliver on them.

There can be many reasons for this (and in fairness not all bad) – from a noble but overly ambitious desire to do some good, to a careless throw away remark that fits the current situation, or, worse, as a blatant attempt to deceive. But for the people that these promises effect, when they are not delivered, it is, frustrating and disruptive (perhaps critically so).

Elections across the globe highlight this phenomenon as they are probably the most obvious example of promises made but, often, not delivered.

This is not unique to any particular political organisation or individual as the electoral system seems to be based on making promises to people to attract their vote and then worrying about how this can be delivered later. 

In electing a government, these issues can be huge. Think about health, education, climate, social responsibility. These are not issues that should be taken lightly. 

But are we, as a society, playing with fire here, in what we promise and what we expect, particularly when it comes to critical issues?

As a business you certainly are. The two key elements at play here are judgement and trust.

In business, and indeed in our personal life, promising can follow a similar trend to politics. Under a weight of expectation from others we can be tempted to make promises that we later struggle to deliver, often for very valid reasons.

Here in Pimbrook, we experience this process first hand. We provide software, but we also provide customer service, a service in which we strive to deliver excellence. However, this very effort to provide the best can sometimes cause challenges (e.g. a software fix within a specific timeframe). In some cases, this promise is made under the stress of trying to meet a customer’s expectation that may just be unachievable, while the better approach would be to explain that it may not be possible and work on an alternative. 

This is where judgement is crucial. 

You need to know the capacity you have to deliver and have an understanding of the customer’s needs, so that any promise made is kept and delivered while meeting the customer’s operational requirement. The ability to get this right, builds trust.

However, this is a two-way street. There is also an onus on the recipient of the promise to have reasonable expectations around it. If this is not the case, then both parties should work to set realistic expectations, agree what is being promised and then follow through on that delivery. 

For us at Pimbrook, it is a constant learning process to understand and judge our capacity to deliver and optimise our contribution to our customers and partners. It is a process that demands two things: consideration in planning, and confidence in delivery.

Sounds easy? If it was, we would all get it right all of the time: our elected representatives, our companies, you and me. But it is not always easy in this life, so Mahatma Gandhi’s simple wisdom (“Never make a promise in haste”) may just fit the bill to help us make better and more fruitful promises.

About Us

Pimbrook Software is the go to company when it comes to solving the most demanding accounting and payroll challenges of our clients. We are the acknowledged industry leaders in the area of Sage Accounting & Payroll Software being named ‘Sage Partner of the Year 2018’ and ‘Sage 50 Irish Business Partner of the Year’ for five consecutive years.  

We have staked our reputation for excellence on the level of support we provide across our entire product portfolio. Sage 50 Support is something we’re particularly proud of, and we take enormous pride in the positive feedback we receive from clients who have called on us for support or training.

As an SME ourselves, we have a particular understanding of the needs of our fellow SME’s. This is why we insist on such high standards when it comes to rapid turnaround and the strictest adherence to both timelines and budgets.

We have invested heavily in our staff in recent years, and we believe that this has paid rich dividends in the levels of professionalism and sheer value for money that we can offer our clients.

If you’d like to know more, why not contact us today for an absolutely no-obligation chat? It will cost you absolutely nothing – but could make a massive difference to your business!