Behind the Mask
Simply a grumble today really!
I am fed up with reading stuff about passion, excellence, quality and care when it is so obviously rubbish! If it’s not you then don’t say it…be it first, then boast about it. It was Henry Ford (I think) who said you can’t build a reputation on what you are going to do! 
By all means talk about your own aspirations inside your organisations but your clients will see straight through them and they will love you less!
A very well known mobile phone company, (who preach many of the above and exult their customer experience), charged me for a service that I didn’t order. When I questioned them they admitted their error and refunded the correct amount to my bill…and next to that amount it said “Good will”.
Make sure that what you boast about is evident in all you do…if it’s not…then change the words or change the actions…its up to you.
