Surprises are NO FUN! (How a lack of integrity can cost you big bucks in your business.)

Surprises are great for presents. Surprises are great for parties, but surprises in business are not any fun. Customers do not want to be surprised by what kind of services they’re getting. Customers don’t want surprises when it comes to billing. They want to know what to expect from you and know that they can count on you to deliver what you promised.

Some time ago, I was hosting an event in my local area and someone I was working with volunteered to come and be one of the presenters at my event.  I didn’t expect her to because she didn’t live in the local area, but she volunteered. She said she’d be happy to do it and I was thrilled. I advertised that she would be at the event. A week before the event, she backed out. She said it was just a business decision and she wasn’t going to be able to make it.

That business decision had a huge ripple effect that she never realized. First, she let me down and I was her client. When it came time to renew my contract, her lack of integrity was one of the factors that led me to end my contract. Thousands of dollars were lost from me as a client because she didn’t hold up her end of the bargain. Not keeping promises to clients can cause your business to lose clients.

Secondly, someone who was attending that event was considering hiring this person. They were coming to the event to see if they resonated with her. When they showed up and found that she hadn’t come, they immediately made their decision not to work with her. She lost thousands more dollars from a potential client without even knowing it. Sometimes, as a business owner, you don’t realize who is watching you and considering working with you.  Your actions will speak volumes to potential clients.

The third thing that impacted her business without her realizing it was that one of my event sponsors was a local chapter director of a national networking group. When she found out that this person didn’t do what she said she was going to do, she decided to pass that information on to the national director.  This person wanted to speak at the national conference. It was a huge opportunity for exposure that she lost. You may not realize the influencers that are watching your actions and making decisions based on how you show up for your current clients.

There was a ripple effect. This decision to not show up potentially cost her in the tens, if not hundreds of thousands of dollars. Integrity is very important to your business. You need to do what you say you’re going to do and follow through with your clients. Don’t surprise your clients with your services or your billing. They want to know up front what to expect and they want you to follow through on what you say you’re going to do.


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