Handle the Overpromise Objection
Respond to pressure for premature guarantees after an incident.
Can we promise this will never happen again? A senior stakeholder wants a strong customer reassurance before the AAR is complete. Your line We should not promise "never again" before the review. We can promise the review owner, deadline, and the prevention control we will validate and share. The comforting phrase becomes a credibility debt if another variant occurs. It respects the need for reassurance while grounding the promise in AAR discipline. Guarantee versus commitment Use commitments that can be checked. What should a post-incident promise include? Owner, deadline, control, and evidence of validation. A promise without those parts is…
Sign up free — one personalized lesson every day, matched to your role and goals.
Already have an account? Sign in