As the boss was leaving the office to play golf, he instructed his secretary to tell all callers that he was away from his desk. Shortly after he left, a member of his foursome called to find out which course they were playing that day. The loyal girl would only reply that her boss was away from his desk.
“Just tell me,” the golfer persisted, “Is he five miles away from his desk, 20 miles away from his desk, or 30 miles away from his desk?”
This scenario happens in the workplace. Business organizations are aware of this, but not many people want to address it for fear that doing so may come across as politically incorrect. But a fact of business life is this: credibility matters.
Let me say that again: credibility matters. This is not based on theory, but on my own experience and observation. Credibility matters so much that, to this day, there are traders and business people, mostly of Asian ethnicity, who do multi-million peso business transactions just over the phone with no contracts whatsoever, just words and promises of a credible person. If there was a contract, it may just be in the form of a hastily-written note on a piece of paper. Either way, the deal would still be as good as gold.
Credibility matters. When extraordinary service is delivered, customers wouldn’t just be enthusiastic about it – they will become business evangelists as well. They will share their experience with their network and refer the company or the service provider to their contacts. But when a wrong is done or an injustice is committed, customers wouldn’t just be enraged about it. They will share the experience with their network and close doors of opportunity for future business with their contacts.
Businesses grow through referrals. Because credibility matters.
The same principle applies in the work place. There is a direct correlation between the manager’s credibility and the performance quality of the people. The research being conducted for the last 30 years by James M. Kouzes and Barry Z. Posner supports this idea. Findings show that, when people perceive their managers to have low credibility, they are significantly more likely to report that they:
• Produce only if they are watched carefully.
• Are motivated primarily by money.
• Say good things about the organization publicly, but feel differently in private.
• Would be unwilling to stick around very long if the organization experienced problems.
• Are significantly less likely to be proud of the organization and more likely to see their own values as dissimilar to the organization’s values.
• Feel a weak sense of team spirit, and experience low levels of attachment, engagement and ownership.
But when people perceive their managers to have high credibility, they are significantly more likely to:
• Be proud to tell others they are part of the organization.
• Feel a strong sense of team spirit.
• See their own personal values as consistent with those of the organization.
• Feel attached and committed to the organization.
• Feel a sense of ownership for the organization.
This is how powerful the credibility factor is.
Credibility matters. Our track record, resume and character references matter. We need to guard our name. The credible name is more valuable than silver and gold. It will be an asset for future business opportunities.
Be willing to suffer loss of gold and silver than to risk the loss of a good name. Somebody once said, “Having someone’s trust is like having money in the bank. Just like a bank account, you must make deposits if you expect to make withdrawals.” This is a powerful advice, not only for business but for life.
(Spend two whole days developing your leadership skills with Francis Kong this August 22-23 at the EDSA Shangri-La Hotel, as he facilitates the well-acclaimed Dr. John C. Maxwell Program “Developing the Leader Within You”. For further inquiries, contact Hannah at 09228980196, or call 632-6872614 for details.)