In a prior blog, I wrote of Advize’s rapid growth and how we got back on course after our growth caused us to lose our way. In that blog, I focused on our success – the cases referred to law enforcement and the identified overpayments. What I failed to mention, though, was how we were able to answer our clients’ questions, “Why do I believe?” or more appropriately, “Why should I believe?” or even, “Why should I keep you?”

We answered those questions in words and in deeds. We made promises but those promises were foundational. They were centered on things we could control. We promised increases in effort, quality, speed and communication. We promised more and better work. We promised results – more leads, more cases, more dialogue and more responsiveness. All these things we could control, and we kept those promises by re-creating our organization. We rebuilt our team, created internal metrics and requirements and set up a quality assurance program that ensured a better work product.

What we did not promise were aspirational monetary returns. Why not? Didn’t we believe that our better work would result in better ROI? We absolutely did. But the amount of ROI, the number of cases accepted, the amount of money recouped or saved are dependent on variables outside of our control. And promises based, even in part, on the actions and decisions of others, are bound to be promises unkept.

Our clients gave us a chance and we owe everything to their faith. We were honest with them about our faults and open with them on how we were changing. They were a witness to our sometimes painful transformation. They saw the effort, they saw (and continue to see) the improvement and (as brought out in the prior blog) they are seeing the returns.

We have learned many lessons from our recent history – growth is great but must be tempered; a sound infrastructure and consistent approach are paramount; the relationship with the client must always be the focus and promises made must be promises kept. So don’t promise unless you can deliver and you can only deliver what you can control.