Course Notes: Continuous Business Learning

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Why 'Underpromise and Overdeliver' Is Terrible Advice

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Why 'Underpromise and Overdeliver' Is Terrible Advice

The Inc, 2014-06-02

Max Kraynov
Aug 3, 2020
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Why 'Underpromise and Overdeliver' Is Terrible Advice

www.coursenot.es

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.]

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Why 'Underpromise and Overdeliver' Is Terrible Advice

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1 Comment
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.

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