Under Promise, Over Deliver
Has it ever happened to you that you have either been ignored by a company or the promised service did not materialise? This kind of behaviour is hurting businesses and their reputations. In the world of business, the saying “under promise, over deliver” has become a guiding principle for many successful companies. This approach, emphasising managing expectations and exceeding them, fosters trust, loyalty, and a strong reputation. However, many businesses struggle with the opposite problem: overpromising and underdelivering. This practice can lead to severe consequences, including loss of credibility, customer dissatisfaction, and ultimately, business decline. It’s not all about champagne and chocolates but is about whatever the excellence equivalent is in your organisation.
The Consequences of Overpromising and Under Delivering
When your company or team fail to follow through on their promises, several negative outcomes can ensue:
1. Erosion of Trust:
Trust is the foundation of any business relationship. Failing to deliver on promises erodes this trust, making customers hesitant to rely on your company in the future.
2. Customer Dissatisfaction:
It takes time to bring in new clients. Overpromising and underdelivering lead to unmet expectations, resulting in customer disappointment and frustration. This dissatisfaction can lead to negative reviews and losing clients.
3. Damage to Reputation:
In the age of social media, negative feedback can spread rapidly. A single instance of not meeting promises can tarnish a company’s reputation, deterring potential customers and partners.
4. Employee Morale Issues:
Internally, employees can become demotivated if they see their company failing to meet commitments. This can lead to lower productivity and higher turnover rates.
5. Financial Losses:
Beyond the intangible costs, there are tangible financial losses. Refunds, compensation for damages, and lost business opportunities can severely impact the bottom line.
To mitigate these risks and foster a culture of reliability and excellence, leaders must take proactive steps. Here are five strategies to encourage a culture of under promising and over delivering.
5 Strategies to Foster a Culture of Under Promising and Over Delivering
1. Foster a Customer-Centric Culture
Place the customer at the centre of your business strategy:
– Customer Feedback: Actively seek and act upon customer feedback. This shows customers that you value their input and are committed to meeting their needs.
– Continuous Improvement: Encourage a culture of continuous improvement, where the goal is to not just meet but exceed customer expectations consistently. Are you meeting customer expectations now?
2. Set Realistic Expectations
As you lead you must put yourself into the shoes of those receiving your services. Don’t promise what you can’t deliver. Set achievable goals and manage expectations. This involves:
– Clear Communication: Avoid making commitments without thorough consideration. The question has to be can I deliver what I am promising? If you receive communication from a client acknowledge it immediately and give a realistic timescale for dealing with the problem.
– Education and Training: Train your team on the importance of setting realistic expectations and the negative consequences of overpromising.
3. Empower and Support Your Team
Empower your team to take ownership of their tasks and provide them with the necessary support to exceed expectations:
– Resource Allocation: Ensure that in the process your team members take responsibility and have authority to deal at some level with client expectations and challenges. Ensure that your team has the resources they need to deliver quality work. This includes time, tools, and training.
– Encouragement: Foster a positive environment where employees feel valued and motivated to go above and beyond.
4. Monitor and Measure Performance
Regularly track performance to ensure that promises are being met and identify areas for improvement:
– Key Performance Indicators (KPIs): Establish KPIs to monitor progress and performance. Regular reviews can help identify potential issues before they escalate.
– Feedback Mechanisms: Implement feedback systems to gather input from customers and employees. Use this feedback to make informed improvements.
The work of building character is not the easiest but it means you know you have not compromised who you are. What next step can you take to work on your character?
5. Reward Excellence
Recognise and reward those who consistently exceed expectations:
– Incentive Programs: Create incentive programs to reward employees who demonstrate the kind of performance and customer service you want to see.
– Public Recognition: Celebrate successes publicly within the company to reinforce positive behaviour and motivate others.
The work of building character is not the easiest but it means you know you have not compromised who you are. What next step can you take to work on your character?
Building a culture where clients and staff alike know and trust you will deliver on what you say is not an overnight task; it requires consistent effort, clear communication, and a commitment to excellence. By setting realistic expectations, empowering your team, monitoring performance, rewarding excellence, and fostering a customer-centric culture, you can enhance your company’s reputation, build lasting customer relationships, and achieve sustained success.
Photo by Thula Na on Unsplash
