Quick takes from Reg Price

“Customers marry reliabilty”

“Of the most heinous customer service myths ‘Under promise and over deliver’ must be one of them”

“Outstandingly reliable people can be ten times more productive than the typical staffer”

“Half the time there will be a different take out from a promise by the one making it compared to the one taking it”

On “double trouble” companies- “Stakeholders don’t know what to expect, but that doesn’t matter because they don’t get it anyway”

On “the trumpeter”- “He’s got a reputation for insisting that he can do work that most people know he is not capable of”

“Imagine for a moment what it would be like in an organization where everyone routinely did what they said they would and on that rare occasion where keeping the promise was not possible, they let each other know well in advance”

“Unreliable people are like drivers- most think they are better than the average, but blame circumstances out of their control for their problems”