Steve said his father was a small business owner and that his advice to Steve was, "Do what you say you're going to do."

Topic for discussion: Why does this sound so easy but it turns out to be so hard?

Answer: Because running a business can become complicated. We get caught up in hundreds of little goals on our way to the big ones. We are tempted to cut corners or look for the easy way.

One of the hard parts of this goal is when we know we're not going to be able to do it we have to tell the person we made the promise to that we are going to fail. We have to admit our mistakes and therefore expose our shortcomings.

With 150,000 customers, Modern Postcard makes many promises every day and Steve has worked hard to put the systems in place so that all promises are kept.

Topic for discussion: Is, "do what you say you're going to do" a pre-determined, realistic, worthwhile goal?

Answer: Yes. But it is really hard to measure because there are so many people and so many steps in the processes we have to go through to deliver to a customer.

You think about it: When did you not keep a promise? What happened?Can you set the goal first for yourself and then for everyone in your organization to, "Do what you say you're going to do?"