There are some basic things that never change as far as what customers or clients expect from people they do business with. These things are what I call the core foundation of business. Research shows that customers want reliability and accessibility. In other words, they want you to keep your WORD.
I personally believe a business person/company is only as good as his/their word is. Here is an example of what I am talking about. Recently my daughter was having some car problems and on my advice took it to a well-known place that most people would know the name of. I recommended it because I had great service there in the past. Ok, so there is the word-of mouth. So, she takes her car in, explains the problem and they said we will get you in shortly and give you a call. It shouldn't take that long to check it out. (I picked her up so she didn't have to wait). She waited 3 hours and did not hear anything, so she called only to find out they said they could not hear any noise. She had to go ride with the guy to make sure he heard it. After 4 more hours she finds out the parts they put on were defective from the factory. They had to replace them. The first day was 7 hours. However, the car is NOT fixed. She had to bring it back. And they said, it should not take long, only about an hour or so. That day wound up to be 8 hours long. Unbelievably still the problem is NOT fixed. So, they said there is only one other thing it could be, bring it in, we already have the parts here, it will only take about an hour and a half. Three hours pass and she called only to get told her car would be done by the end of the day. So that day turned out to be 5 and a half hours! It amounted to the better part of 3 days!
Needless to say, she was fit to be tied and will not be a repeat customer. I think this shows the importance of keeping your WORD. If you said a product or service would be delivered in a certain amount of time, do your utmost to keep your word. If problems arise, do not wait till the customer calls you. Call the customer and explain the situation. It's better to under-promise and over-deliver! Remember, your word is your reputation. Protect it! Keep your word and people will keep you!