Why is it important to adopt the principle of Under Promise and Over Deliver to manage the customer expectations. Customers who are pleasantly surprised with positive experience with your business will keep coming back to your business day after day.

Sponsored Content


Comments


Written by HeatherStone
695 days ago

What a great reminder that satisfying customers has a lot to do with managing expectations. It's something many businesses forget especially in the beginning when struggling to get those first accounts.



Written by HeatherStone
693 days ago

So true, Harry! Especially about Apple! After getting customers used to the idea of constant product innovation, Apple has no apparent new products on the drawing board. How could customers not be disappointed?



Written by AngelBiz
694 days ago

Heather - completely agree with you. Apple is a great example of managing customer (and investor) expectations properly can help your business. On the other hand if not done properly it can do great harm, as the precipitous decline in Apple stock today shows.



Written by lyceum
696 days ago

Harry Vaishnav: Do you have examples of other companies that are over delivering?



Written by AngelBiz
695 days ago

Zappos you mentioned earlier is a great example. Another great company I admire is Amazon. They always deliver ahead of their promised delivery time. Nordstrom in retail and Ritz Carlton in hotel industry are also pretty good at this.



Written by tcamba
700 days ago

I especially love when companies do these. I love how companies go beyond my expectations. I'm a hundred percent sure that I would be telling my friends about it.



Written by AngelBiz
699 days ago

Teepu - That's exactly my point. When you delight your customer with something they didn't expect you can not only get that customer for a long time, but several of her friends. Thanks for your feedback.



Written by lyceum
701 days ago

Have you heard about how Zappos are under promise and over deliver? They upgrade the shipping to the customers and you receive the goods earlier than planned.



Written by AngelBiz
700 days ago

Zappos is one of the great companies that can teach about customer service to everyone. Their customer service reps have lot of leeway to make sure customers are happy. They are allowed to upgrade shipping without having to get approval from supervisors.



Written by AngelBiz
703 days ago

@Tom – You are taking the right approach. I am sure every one of your customers is very satisfied. I wish more of small business owners would think and act like you. It would make their task of competing with big boys lot more easier because this is really the point of differentiation for them.



Written by tcwatson
703 days ago

WOW... You are spot on! I loved the article, and have been spreading the gospel of that approach for some time. For me, I'm in the service business (janitorial and carpet cleaning). For example, for a carpet cleaning service request we exceed expectations by being on-time, not "crowding the doorway" when knocking on the door, having name tags visible, asking for permission to enter a home, placing booties on our feet so we don't dirty their carpet etc... Then we always try to clean something for free, such as a small area rug or doorway mat. These are all little "moments of truth" where you go beyond what other companies do, thus building up a series of "positives" that the customer notices. It's different for each type of business, but you are right, you must exceed expectations.



Log in to comment or register here.

Three Key Voluntary Policies for Women

Today 4 in 10 women are the sole or primary breadwinners for their families,¹ and they do more than twice the amount …
Subscribe

Adam Gottlieb @FrugalEntrepren Schools Businesses with Real Life Experience

While most other high school kids were simply worried about passing math and physics or finding a job for the summer, … More
Editor's Picks

It's time to up your game with video on BizSugar!
Did you know you can now post video on BizSugar?
Have you tried BizSugar's new video posting feature?
Post your small business video to BizSugar today!