Aug 042011
Keeping Commitments
Keeping Commitments
Today’s post is another in the series about our 13 core values at Return Path, about making commitments. The language of our value specifically is:
We believe in keeping the commitments we make, and we communicate obsessively when we can’t
Making and keeping commitments is not a new value – it’s one of Covey’s core principles if nothing else. I’m sure it has deeper roots throughout the history of mankind. But for us, this is one of those things that is hard wired into the social contract of working here. The value is more complicated than some of the other ones we have, and although it is short, it has three components that worth breaking down:
- Making commitments: Goal setting, whether big company-wide goals, or smaller “I’ll have it to you by Tuesday” goals, is the foundation for a well-run, aligned, and fast-paced organization
- Keeping commitments: If you can’t keep the overwhelming majority of your commitments, you erode the trust of your clients or colleagues and ultimately are unable to succeed
- Communicating when commitments can’t be met: Nobody is perfect. Sometimes circumstances change, and sometimes external dependencies prevent meeting a goal. The prior two parts of this value statement are, in my mind, pay to play. What separates the good from the great is this third piece — owning up loud and clear when you’re in danger of blowing a goal so that those who are counting on you know how to reset their own work and expectations accordingly
It’s worth noting on this one that the goal is as relevant EXTERNALLY as it is INTERNALLY. Internal commitments are key around building an organization that knows how to collaborate and hand work off from group to group. External commitments — from meeting investor expectations to client deliverables — keep the wheels of commerce flowing.
I’m enjoying articulating these values and hope they’re helpful for both my Return Path audience and my much larger non-Return Path audience. More to come over time.
| Wasde believe in keeping the commitments we make, and communicate obsessively when we can’t |
For me, keeping commitments means meeting deadlines. I have never missed a single one. But I have always been very firm about telling editors when I can't meet a deadline they've set.
My most influential journalism professor fanatically drilled adherence to deadlines into our heads.
For example, a classmate of mine wrecked her car on the day of the final exam and didn't make it to school that day. He failed her. "Deadline is deadline," he said. "You missed yours."
Sounds harsh but that's how journalism in the real world works. And believe it or not, she wasn't bitter about the F. She knew going in how tough this guy was. He had a reputation for this kind of stuff. She went on to be a very successful reporter with Ganette.
As for the professor, he died a few years back. R.I.P. Charlie Adair.
Great anecdote, Ken – right on point as usual.Matt