Promises, schedules, and estimates are important instruments in a well-run business.  You must make promises – don’t lean on the often-used phrase: “I can’t estimate it because it depends on many uncertain factors.” 

Do you want to be known as someone who offers excuses, reasons or results?  I will take results any day.

Be fact-based.  We all need to be disciplined and accountable in the way we perform.  Our customers respect us more when we establish metrics for various milestones so that actual performance can be tracked, evaluated, and if need be, improved.  The metrics will help us stay on track.