November 2010

Credibility and Deliverables

Credibility, to me, is one of the most important attributes an individual or an organization can have, because it means you’ve given people reason to believe what you say.

So the question becomes, just how do you establish it?

I’d say it’s a matter of doing what you say you’ll do—which may sound obvious, except when you think how many times the world has heard “pledges” that something will happen…and it never does.   

Every job in our organization involves delivering on a kind of implicit promise, even if we don’t always think of it that way—usually talking instead in terms of goals, performance and metrics.

Sometimes, it’s about completing tasks on time. Sometimes, about taking the initiative to solve a problem. Sometimes, about being proactive in helping patients, families, or colleagues. Whatever the specific activity, the underlying issue is doing what you say you’ll do, to the best of your ability.

I think we have more and more evidence that when we promise something—as individuals, as a team of people, as a department, an interdisciplinary group, or the institution as a whole—we deliver. Perhaps more than anything else, it’s that commitment that is giving us credibility in the eyes of our patients, our donors, funding agencies, and the wider world.

Proclaiming that you’re great doesn’t make it so. We are earning our place in the sun, one stellar result at a time. And that makes me deeply proud of, and grateful to, all of you.