I Got It

Near the beginning of my time running my first business, Citizen Creative, I made a list of three dream clients. One of them was the World Bank Group. I knew they hired outside firms to typeset their research publications, and I loved the idea of immersing myself in the grid system and typography and having special access to their library of stunning global photography.

When I finally landed them as a client, I was working out of my guest bedroom. And on one of our first projects, I promised my contact I’d deliver the fully typeset draft by end of day.

After a long morning of meetings, I finally sat down to continue work on the draft layout at noon. By 10PM, I was still working and realizing I had clearly underestimated how much was left. I had a choice. I could easily wait until the morning to send it, and she probably wasn’t at her computer anyway. But I didn’t. I stayed up and hit send before midnight. Not because I’m a hero, but because I knew one thing even at 26: if I wanted to keep this client, I had to keep my word.

This one moment led to ten years of consistent work, millions in revenue and a lasting partnership with a trusted client.

Trust is built on consistency.

“I got it” only works if you mean it. If you say you’ll do something and you do it.

Over and over and over again.

That’s how people learn to count on you. That’s how you build credibility. That’s how relationships grow.

And lately, as I think more deeply about how to make an impact in a new role, especially in something as high-leverage as a Chief of Staff, this idea keeps surfacing:

I didn’t set out to create a framework. But when I broke down what makes “I got it” actually work, I realized it came down to four things.

These are the pillars that turn “I got it” from a casual promise into a professional power move.

Here's how each one works.

An authentic “I got it” starts with understanding. Not just surface level agreement, but true clarity on what’s being asked, why it matters, and how to get it done. You have to feel the pressure behind the ask. And you have to have a reasonable sense of what good looks like.

That kind of clarity takes time. It takes proximity. And it takes a level of professional maturity to pause and ask: Do I really understand the outcome this person is hoping for?

One of the most common breakdowns in trust happens when someone says “I got it” and then clearly doesn’t. I learned this the hard way, of course. After getting burned a few times hiring designers who said they had the skills but didn’t. So, we started adding a short design exercise to the interview process.

I remember one candidate in particular. She was referred by a friend and applied for a senior role. After working at a high-profile publication for a couple years she came in confidently asking for the art director title and salary. Before we even explained the design prompt, she said out loud, “I got this.” But her submission missed the mark entirely. She misunderstood the assignment, misunderstood the role and misunderstood the tone.

This is a misalignment problem. Saying “I got it” without clarity is worse than saying nothing at all.

One great delivery is nice. But trust isn’t built in a single “win.” It’s built in the quiet in-between moments. The ones no one writes about.

In addition to delivering on the “I got it” how else do you show you’re trustworthy? Are you early to the meeting, or scrambling in two minutes late? Are you prepared (spent at least 5 minutes before the meeting recalibrating on the content)? Do you circle back unprompted, or do people have to chase you? When a task takes longer than expected, do you communicate progress or disappear until it’s done?

These are the bricks that build your credibility. Every breadcrumb matters. Like contributing to a retirement account, it may not seem like much at the moment, but it compounds.

Over time, “I got it” changes. At the beginning of a relationship it’s a test. In the back of their mind the person you’re saying it to is likely wondering if it’s really handled. But if you keep showing up and following through, something subtle shifts.

Eventually, “I got it” becomes code for: you don’t need to think about this again.

That’s the goal. When your principal hears it and feels immediate relief, that’s compression. That’s trust tightening its loop. In the best working relationships, they start to hope you’ll say it because it means they can let go. That’s what being a force multiplier is about, allowing your leader to focus on what only they can do because you’ve got the rest.

Let’s be honest: it feels great to say “I got it” when you know it’s true.

I believe it’s one of the most empowering phrases in professional life.

It signals competence, ownership and ease. And when you’re wired like many Chiefs of Staff I know (quietly capable, highly attuned) it’s a deeply satisfying loop to close.

I saw it all the time at Spaeth Hill. If the design team hit a snag, Nathan (my co-founder) would step in, troubleshoot with the team and then tell me, “I got it.” And every time, I knew he did. I could let go completely. It was a relief. Not just because the task was handled but because I trusted him.

That’s the kind of rhythm we all want. And it starts with not just saying the words but meaning them every time.

The “I got it” mindset becomes powerful when both sides (Chief and Principal) treat it with respect. Below are simple but essential behaviors that build and reinforce this dynamic over time.

When used intentionally and backed by action, “I got it” becomes more than a phrase. It becomes a quiet, high-trust loop that frees everyone up to focus on what matters most.

So if you’re building trust in a new role or trying to deepen it in an existing one, don’t overcomplicate it.

Understand. Say it. Mean it. Deliver. Repeat.