So here’s my take on the whole “under promise, over deliver” axiom: If I order something and they tell me to expect it in two weeks, but I get it in a week, I am thrilled. (They under promised and over delivered.) If they tell me to expect it in three days, but I get it in a week, I am angry. (They OVER promised and UNDER delivered.) Either way, I got it in a week. It’s just a matter of my expectations.
The baker who throws a 13th roll into your bag knows all about over delivering. So does the etsy artist who sends your new earrings wrapped in adorable packaging. They make you feel good by giving you a little something extra. And when it’s time for you to buy rolls or earrings again, you’ll likely reward them with another order.
When you are negotiating a deal with a client, be very sure you can keep your promises, no matter what calamities may arise. Often, the best way to do this is to give yourself a little wiggle room with the timing. And whether it’s about delivery, quantity, quality, presentation, or sparkling customer service; try to think of some ways to offer a little extra value to your customers. They will thank you with loyalty.