Honesty

In the long run, I believe that honesty is definitely the best policy. One can get away by being dishonest for a short term, but ultimately, honesty is what pays.

Kapil Dev

It is human nature to want to present the most rosy of pictures when we have a problem.  However tough it may feel or seem, honesty serves our customers best.

In the material handling world we have many facets of a project to consider as we design a new system:

• Manufacturer’s lead times.
• Installation estimates to include environmental or odd hour requirements.  
• Equipment performance to specifications required for speed and accuracy.  
• Software systems compatibility and communications.  
• Mechanical, electrical and software scope changes. 

Earning the trust of our customers is always the ultimate goal.  While most projects are accompanied with their set of challenges, it is always in the customer’s best interest to understand what the challenges are without a layer of sugarcoating on it.  Timely, honest reporting of a concern and the plan to address the concern will ultimately maintain customer trust even though it may be temporarily tense.   

Most project issues may be overcome though engineering to include technology modifications.   However, putting your main customer contact in a bind by not providing timely warning of any issues is difficult to overcome.  An honest firsthand report on the status of the project will allow the customer to plan for any operational changes in a timely manner if required.  Additionally, if there are any challenges that may affect the schedule, bring a plan B to demonstrate that you are engaged to meet and manage the original expectations. 

The saying is true “Nothing is more important than a customer”.  Speaking honestly before during and after a project will demonstrate the importance we place on our customers.   

 

For more information from Greg, view his page at www.trifactor.com/greg