Being in the job market exposes one to lots of interesting accountability styles. I met a couple of weeks ago with a bank that, on its website and when talking with its employees, points proudly to its long tradition of honoring commitments to its employees, clients, shareholders and community - values any of us would welcome in our work life. The downside to those promises and beliefs is that when one of the links in the chain fails, the goodwill and aura that were so carefully crafted was built not on rock, but on sand. The representative of that bank very clearly set next steps that were promised by his institution, but which were not completed. Now, despite repeated phone calls (office and cell) by me, radio silence has ensued. The bank's reputation has, for me, swirled down the porcelain fixture. In addition to my now-extinguished interest in considering the bank as an employer, it is highly unlikely that I will ever refer anyone else their way. I doubt that the bank's marketing department knows of this erosion to their brand.
On a positive front, I recently had interactions with an executive recruiting firm that went above and beyond the call of duty. Their representative made a series of follow-up promises which were honored in a timely manner in every measure. While this series of interactions didn't result in revenue for this professional's firm, I will never forget his servant-leader type approach and I will someday soon engage his firm to do work for me. I know I can trust him with my reputation and that of my institution. I will readily refer him.
How are you, your team, and your outside services firms representing you and your brand?