Delivering Your
Promise!
Workshop
Our Adventure
I.
Embracing the Community Action
Promise
II. Assessing your agency’s perception &
image
III. It’s All About You!
IV. Delivering your promise
V. Collective Wisdom
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I. The Community Action Promise
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Our
Promise:
Community Action changes people’s lives,
embodies the spirit of hope, improves communities,
and makes America a better place to live.
We care about the entire community and we are
dedicated to helping people help themselves and
each other.
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Brand Direction
Brand Name &
Representation
Byline
Tagline
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5
The Business vs. Promise
NAME
Activity
Grants wishes
Represents
Community Action
Agencies
Throughout the US
Meeting human needs
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Promise
“Creates joy”
“helping people,
changing lives”
“Doing the Most
good”
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II. Assessing Your Agency’s
Perceptions and Image
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Enhancing Clients’/Customers’ Lives
You need to walk in
your client’s
customer’s, associate’s
and influencer’s shoes
to understand how
your brand measures
up in their minds.
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Partners or Placeholders?
Associate passion and partnership are
essential in delivering a Promise!
Employees disengage because they
don’t buy into the organization’s
priorities; they became dissatisfied and
unproductive!
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Are you one organization with one
promise?
Or
Many organizations with many
promises?
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III. It’s All About YOU!
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Promises…Promises
When you think of a Promise, who
comes to mind?
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Everyone is a Brand!
“Every human being is
a brand, the way you
socialize, who you
know, what you say.”
-Jerry Seinfeld
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It’s up to YOU!
“Basically you’re it, you are the
whole thing. You are personally
responsible for your own
experience of the world.”
John Yokoyama, owner of Pike
Place Fish in Seattle’s Pike
Place Market
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Three Perspectives for Success
Organization
Promise
Personal
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Professional
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Personal Perspective

Understand and care about
how others perceive you.

Adopt a promise related to
how you want other people
to perceive you.

Act and behave in a
manner that benefits
others and affirms your
promise.
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How are you perceived?

How distinct am I?

How thoughtful am I?

How outgoing am I?

How am I at what I do?

How intelligent and I?

How charming am I?

How happy am I?

How creative am I?

How energetic am I?

How inspiring am I?

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How would you describe my personal style?
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People Deliver Promises
“We’re looking for people who take the business
seriously, but not themselves. A sense of humor is a
must. And we look for people who were raised on
values like the golden rule….we’re a very forgiving
company in terms of good honest mistakes, but
we’re not at all forgiving about attitude and
behavior and demeanor.”
-Colleen Barrett, President
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“How you make people feel ultimately
determines your success”!
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The Promise Balance
Functional
Emotional
How we make
people feel
What we do.
Functional expertise is a requirement.
Emotional excellence makes the difference.
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Professional Perspective

Provide a unique experience and enhance
our client’s and customer’s lives.

Achieve associate partnership, passion and
support for a promise.

Create a perception of being “valued” and
offer distinctive benefits.
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The Value of a Promise
Perceived
Value
Benefits
=
Cost
Time
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Feelings
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Money
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IV. Delivering Your Promises
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The Trust Factor
“You gain a huge advantage when
people know your word is as good
as gold. In today’s world, there
seem to be fewer and fewer
promises we can fully count on.
And people really appreciate it
when yours is one of them. You
lose some tactical flexibility by
keeping your word – but you earn
a dividend as well.”
─Tony Simons
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Rule Number One
Always make clients/customers, influencers and
associates feel APPRECIATED and CARED
about when they have a problem or need help.
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Rule Number Two
Make your organizations’ number one goal to have
the HAPPIEST clients/customers, influencers and
associates not to be the biggest or fastest growing.
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Rule Number Three
When your organization begins to anticipate
change, FOCUS ON KEEPING
clients/customers, influencers and
associates HAPPY FIRST and the
necessary business details second.
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Rule Number Four
MEASURE, RECOGNIZE and REWARD your
associates who actually delight your clients and
customers. Focus on how your associates make
people feel and not whether they just answer the
phone or do their daily job.
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The PromiseRule
Treat others BETTER
than they EXPECT to
be TREATED!
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V. Collective Wisdom
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We have had the pleasure of advising over 300 brands worldwide including corporations, societies,
professional associations, institutions, countries, world-class professionals, celebrities and successful
individuals who desire to optimize their perception, image and success by applying the BrandScience™
principles.
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Proprietary Properties
BrandMindset®, BrandPromise®, Brandictionary®, BrandPsychic™,
Destination BrandScience™ and BrandStrategy™ are trademarks of
BrandStrategy, Inc.
All other trademarks, brands and brand names are the property of
their respective owners and are used for illustrative purposes only.
No sponsorship, association or affiliation with BrandStrategy, Inc. is
intended or implied.
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