Today, I’m going to share something with you that will help you delight your customers.
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Now you may already have heard the story of under-promise and over-deliver. It was the story that made Federal Express, or FedEx so popular. That was there mantra– how do we under-promise and over-deliver. And it was all about they’d say they’d deliver next day and then deliver same day, or something like that. And so start to think in your business, how can you over-deliver on what you’re promising? I’ve got a couple tips for you.
First of all, you know how many times things go wrong. And I think this is the number one mistake people make in business. They’ll promise a delivery date based on if nothing goes wrong. So it might be that you’re actually building something or creating something, it could be that you’re waiting for it from a supplier.
You may have to deliver and install a product yourself, whatever it might be. You know what your lead time is. I suggest that whatever it might be, add a little bit of a buffer. It might be 10%, it might be 15%, but add that little bit of a buffer so that you know if something goes wrong, that you’ve got that little bit of extra time up your sleeve. Now, of course, your aim is to still deliver in your normal time frame. What does that mean? It means that you’ll deliver much earlier than what your customer expected. So it’s that old under-promise and over-deliver.
Now I can guarantee that if you employ this as a strategy in your business, your customers will be delighted. You always see these people say ‘100% satisfaction guaranteed.’ I don’t want my customers just to be satisfied, I want them to be delighted. So work out how in your business you can under-promise and over-deliver in a way that’s, of course, still going to be profitable to you, but you’ll be the talk of the town so that when someone wants to buy from a company like you, you’re the person that comes up in their minds. You’re the referral that they give.
Now what I’d love to do is I’d love to hear from you. What is a story that you can share where you have used the old under-promise, over-deliver story. Share your story down below in the comments below. Let us know what you have done to use this strategy in your business. Until next time, have a profitable day.
About the Author
Ben Fewtrell is a sought-after Business Coach, Keynote Speaker and trainer who has featured in Virgin’s Inflight Magazine and Entertainment Portal, SKY Business and “Secrets of Top Business Builders Exposed”. He is also the host of the popular Business Brain Food Podcast where he interviews leading experts on anything and everything business.