• On our website we encourage our community members to give ratings after receiving products or services for the businesses on our platform.

It is encouraging to see that the reviews are largely positive. 

We celebrate those.

We have found that for those few where the feedback is not good, the root cause is oftentimes that the business owners get more business than they are ready for. 

This is a critical matter for us to look into as business owners.

The temptation is that we want as much business as possible. Sometimes, our marketing and sales are so good that we get more business than we can handle. 

In these times, we need to be able to be honest with our clients and tell them what we can deliver realistically.

We should avoid over-promising.

The positive experience of clients is a powerful marketing tool.

The negative experience of clients is a dangerous thing that causes reputational damage and loses trust in your business brand and in you as a person.

The lesson, ask for help and be honest if you cannot deliver on expectations.

It means much more because - building trust is critical for sustainable business success.

Sazi Ndwandwa CA (SA)

MPhil (Leadership Coaching)

About the Author

Sazi Ndwandwa is a business and leadership coach.

He is the CEO of GoldOurs (Pty) Ltd which helps companies and individuals to grow sustainably through three main service categories:

- Direction and strategy

- Talent management, leadership development, and training

- Systems and processes including internal audit, accounting & tax, and internal processes design & reviews.