Reliability Is an Undervalued Currency
Especially in Human Interactions
“Neither snow nor rain nor heat nor gloom of night stays these couriers from the swift completion of their appointed rounds.”
from New York City Post Office in the James A. Farley Building
Reliability is the promise that a product will function as expected, a quality so fundamental that its absence can mean the difference between a product's success and its prompt rejection by consumers. We are drawn, almost instinctively, to products that seamlessly integrate into our lives, epitomizing the concept of 'just working'.
This principle extends beyond the physical items we purchase. It's about the train that arrives on time at the station, the mail that lands in our mailbox without fail, the consistent returns on our investments, the medication that cures as promised, and the Big Mac that offers the same taste whether you're in Tokyo or Toronto.
The value we place on reliability is often reflected in our willingness to invest more in high-reliability products. Consider the premium we're ready to pay for cars, computers, and appliances that are renowned for their steadfast performance. 'It's worth it,' we say, acknowledging that the cost of unexpected breakdowns or the inconvenience of replacements far outweighs the extra cost we pay upfront.
Reliability in people is equally, if not more, cherished. Margot Anderson highlights the significance of dependable individuals who deliver consistent results and fulfill commitments. Such people simplify our lives, making our daily routines more pleasurable and fulfilling. When we describe someone as 'our rock', we're paying them a high compliment, equating them to the stability and resilience of stone—qualities that are emblematic of true leadership.
Lee Colan emphasizes the importance of being reliable, particularly regarding time management. Punctuality is a form of respect; it conveys to others that you value their time as much as your own. A leader who keeps their word demonstrates dependability and earns the trust of those they lead. Conversely, tardiness implies a disregard for others' time, an implication that your time is of greater importance.
Robert Ferguson offers a nuanced perspective on reliability, breaking it down into four key components: trustworthiness, dependability, faithfulness, and authenticity. Each of these attributes contributes to the overall reliability of an individual, and while the weight each carries can vary from person to person, their collective presence is non-negotiable.
While much has been said about the need for good leaders to be reliable, I would contend, perhaps with a touch of cynicism, that even less effective leaders benefit from predictability. Whether they're micromanagers, quick to raise their voices, overly authoritative, or simply overbearing, there's a strange comfort in their consistency. Their predictability allows those around them to adapt and devise strategies to mitigate the impact of less-than-ideal leadership styles.
In this light, even a flawed leader can be considered reliable, dependable, and trustworthy, insofar as their actions can be anticipated and planned for. Reliability, it seems, is as complex as it is valuable, weaving its way through our lives in sometimes unexpected, ways.
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Robert Ferguson – Reliability: What’s Required To Build It
Margot Andersen – Why Good Leaders Need To Be Reliable
Lee Colan – 8 Ways to Become the Most Reliable Person in the Room
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