Without doubt keeping your word is primary to business. But ensuring that is often a complicated process. As no man is an island no sole responsibility can be placed on one person. When a client gets your word, one will do everything to ensure that it is kept. Organisations with good communication, infrastructure and accountability will more than likely succeed at this. It is important when building your business to ensure that safe guards are in place. One can implement quality standards themselves or they can hire experts to come in and do this for them. Of course Management have to support the idea. This is one reason why ISO quality standards has achieved so much success. Imagine an airline part that does not fit correctly, that simple mistake discovered at the time of installation will cost tenfold, than if it was discovered at the manufacturing plant. Of course there is the loss of face too, a much more serious consequence.