Course Notes: Continuous Business Learning

Share this post

Why 'Underpromise and Overdeliver' Is Terrible Advice

www.coursenot.es

Discover more from Course Notes: Continuous Business Learning

TL/DRs of articles I think help with thinking better and balancing the business world view
Over 3,000 subscribers
Continue reading
Sign in

Why 'Underpromise and Overdeliver' Is Terrible Advice

The Inc, 2014-06-02

Max Kraynov
Aug 3, 2020
3
Share this post

Why 'Underpromise and Overdeliver' Is Terrible Advice

www.coursenot.es
1
Share

Common Knowledge

  • You will delight your customers by underpromising and overdelivering, i.e. going above and beyond what the customers expect.

Rebuttal

  • Test: underdeliver, deliver to the letter, overdeliver on promises.

  • Overdelivering produces little meaningful increase in gratitude or appreciation.

  • A promise is a contract; you expect what was promised to you and nothing more (otherwise you would’ve asked for more).

  • Delivering to the letter is essential for maintaining reputation [MK: which is more important for the word of mouth than delight].

  • Generosity is not as important as fairness.

  • [MK: generosity advertised via the word of mouth leads to unrealistic expectations by new and existing customers.]

link

3
Share this post

Why 'Underpromise and Overdeliver' Is Terrible Advice

www.coursenot.es
1
Share
Previous
Next
1 Comment
Share this discussion

Why 'Underpromise and Overdeliver' Is Terrible Advice

www.coursenot.es
Michael
Aug 3, 2020Liked by Max Kraynov

There is another point (not mentioned here) which is applicable in professional services, 'Underpromise and Overdeliver' is not a good approach when you have "super" stars in your team who can overactive the results, but then when a team member needs to be replaced and another one may not keep the bar of that individual.

And what could happen even worse, that overdeliver becomes a new standard.

Therefore, it's much better to master the predictable outcome without any margin on both sides.

Expand full comment
Reply
Share
Top
New
Community

No posts

Ready for more?

© 2023 Max Kraynov
Privacy ∙ Terms ∙ Collection notice
Start WritingGet the app
Substack is the home for great writing