There’s plenty of people out there who TALK THE TALK, but never WALK THE WALK.

Or have walked the walk.

Traditionally these terms are most often used about PRESENT behaviour, but the terminology can also be used to describe previous or PAST behaviours.

When it is said that

“someone talks the talk but does not walk the walk”,

what is meant is that this person does not act in a way that agrees with the things they say. What is implied is that this person does not back up their “talk” with the required actions.

In leadership, these people will be exposed as people who live and act by the

“do as I say, not do as I do”


A leader who fails to “walk the walk” will soon find they have very few followers.

Similarly, in customer service, saying that you will do something for your customer, and then failing to follow through and deliver what you said you will do is a guaranteed way of upsetting your customers.

And each and every time that you talk the talk and you fail to deliver what you promised you would do, YOU WILL LOSE CUSTOMERS.

Your customers will not be impressed when you fail to deliver the services that you promise them.

Make sure that your promises are followed through and you do exactly what you said you would do.

And better still, when you can deliver on your promise in a time frame shorter than you originally promised, and in a manner that WOWS and exceeds your customers’ expectations, then you really are “walking the walk”.

Consistently walking the walk is the foundation of great customer service.


Dr. David Moffet BDS FPFA CSP is a certified CX Experience coach. David works with his wife Jayne Bandy to help SME businesses improve their Customer Service Systems to create memorable World Class experiences for their valued clients and customers. Click here to find out how David and Jayne can help your business