2. Promises not kept
Have you ever over-promised and under-delivered? A common scenario is when hiring an employee. “If you take the job at $x-an-hour, I will give you a raise after y-months.” The fact that patient reimbursement is down or that the office manager embezzled $60,000 won’t matter to the employee not given a promised raise. He or she will simply remember you made a promise that you did not keep.
GOAL: Model what you wish to see in your people – Sam Walton, founder of Wal-Mart, illustrated how this impacts customer service. “If you want the people in the stores to take care of the customers, you have to make sure you’re taking care of the people in the stores. That’s the most important single ingredient of Wal-Mart’s success.”1