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Do You Over Promise and Under Deliver

Written by: Alvah Parker

Article Overview: A new client recently admitted to me sheepishly that she often didn’t get to complete a client’s work until the client called to see if it was ready. I admired her honesty if not her time management skills.

Do You Over Promise and Under Deliver

A new client recently admitted to me sheepishly that she often didn’t get to complete a client’s work until the client called to see if it was ready. I admired her honesty if not her time management skills.

I’ve had times in my past sales career when my work load got so out of control I worked in a similar fashion - on the priority of the moment. This method of work gives real meaning to the saying "The squeaky wheel gets oiled."

Recently I sent some chairs out to be reupholstered. The fellow who picked them up said they would be done by the end of June. On July 15th they still had not arrived. I’d been calling about them since July 1st. The person who answered the phone said that the reupholstery had been completed but the painting was not.

We all have had times when we have promised something to a client or customer only to have life happen and we miss the date. When it is more routine than we care to admit however it would be best to examine our way of working so that we can find a solution to the problem.

"Promise Little, Deliver Everything" is the tenth Principle of Attraction in Thomas Leonard’s book The Portable Coach.

"Every step of the way, I made a point to under promise and over deliver. In the long run, that’s the only way to ensure security in any job." says Howard Schulz CEO of Starbucks Coffee in his book Pour Your Heart Into It. "Under promising and over delivering" it is a way of work that is so much easier said than done.

When a client asks, "When will that be ready?" What is your response? If the client doesn’t ask, do you promise something anyway or just let the work go to the bottom of the pile?

As a sales professional my customers always wanted their system as soon as they ordered it! I had to quote a reasonable time for me to get the order in and the factory to deliver the product. Some work I did myself and other parts of the order I needed others to do. Everyone had to adhere to a schedule to get the job done on time.

Even with the best of intentions this system sometimes doesn’t work because the unexpected happens. According to the reupholsterer the painter needed to put more coats of paint on the frame than he originally thought he would. The problem was that they told me this on July 15th not on June 30th so I had two weeks to feel frustrated and angry.

Most business owners don’t intend to disappoint clients. Sometimes it is the unexpected that gets in the way. Other times it is our inability to grasp all the other priorities we have and to see how this particular job fits into our work schedule. Having a way to regularly review what is outstanding and what the priorities are for the day, week and month helps to get realistic about what can be finished and what cannot.

If however you wait until the client calls to do the work, you are using a very stressful and exhausting method. If you have a lot of work that you manage this way, you are constantly under the gun to get something done for someone. Receiving calls from the client will be unpleasant. That’s a recipe for burnout!

Life will be so much easier if you start using a good time management program. Hiring a coach or advisor to help you to incorporate good time management skills into your work environment also will ease the burden.

Take Action:

Take stock of your work habits. Do you under promise and over deliver? Where are you doing the reverse? What can you do about it?
How do you review your work load? Do you read your mission/vision weekly so you are clear on your goals? Do you do a weekly review of your priorities? Do you proactively call clients whose work will be delayed?
How do you decide the date by which you can promise to deliver? Do you co-ordinate it with other people’s schedules? Are you good at forecasting and then delivering?
Need some help with time management? I work with lawyers and other professionals to get focused on their life priorities so they can forecast delivery dates and deliver quality work.

Related Articles
  Proposals in a Jiff
  Reap Rewards with the Right Reputation
  Making a Promise to Your Business
  Creating a Culture and Brand That Makes and Actually Keeps Brand Promises
  Don\'t Promise Too Much

Article Tags: honesty, over promise, time management skills, under deliver



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Re: Best incentive to offer employees - Promise then patnership if they work diligently for a number of years.
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eBlogging 101: Getting Your Internet Business To Stand Out F - Since the inception of eCommerce websites there have been a growing number of brick and mortar businesses expanding their sales online. With this growing trend it means more competition and less market share. I have mentioned that eBlogs are becoming more popular as well (an integration of an eCommerce shop with a blog) and I spoke more about it in the post I wrote: e-Commerce With Integrated Blog (e-Blogging). The question Internet businesses face is: how do you stand out from the crowd? Design and User Friendliness This is almost too obvious but I still see poorly designed websites lacking user friendliness and easy to use navigations. A well designed website is easy to use, looks professional and instils confidence in potential customers. This reassures them that they can safely buy on your website knowing their products or services will be delivered on time. 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A few things to observe are: * Do they have to keep backtracking through the website? * Can they find what they are looking for quickly? * Can they easily click on images to enlarge the product? * Does the search function work and return the appropriate results? * Are the images of high quality without sacrificing time to load the website? * Is it easy to add items to the shopping cart? * Is the checkout easy to use? Additionally, ask them for their feedback and thank them for their time. Be sure to take these findings and implement them to your website. Once you get this right, you will have a higher conversion rate. Show Your Testimonials Testimonials is a powerful tool for any Internet business. In the past I’ve utilised this tool to promote and market my products for Dragonboating and it increased my sales by two fold simply by having them displayed. Prospective customers will also feel confident to purchase from you because they see positive feedback from others. With the right mix of testimonials including website’s easy of use, quality of product, speed of delivery and fast resolution of issues, it will cover all aspects of the buying process for a prospective customer. So next time when a customer receives their product, follow up with them 7 days later and ask them to write a testimonial for your website. Help Customers Find Your Delivery And Returns Information It’s important to show a link to your delivery and returns page which should be displayed prominently on your website. Most customers want to know whether or not you can deliver to their location, how much it will cost them and how you will handle returns if there is a problem. I have had customers tell me how frustrating it is to find the cost of delivery at the end of the check out page, which is why I have it clear displayed on the website. It shows you are transparent and operate with integrity. This builds stronger trust with your customers as well. They will thank you later in repeat and referral business. Extra eBlogging Tips With these basic principals in place, your eBlog should start appealing to more customers. We want to give them that extra incentive for them to buy from you because you will be competing with other popular websites in the marketplace. eblogging101_2Offer Customers To Join Your Loyalty Program: A great way to attract more customers and to keep them coming back for more is to encourage them to be part of your loyalty program. In the past I have set up e-Commerce websites with an option to reward them with 1 point for every dollar they spend. The more points they accumulate, the more chances of earning a nice reward. Your customer will be able to exchange their points for a new gadget - an iPod for example or a product in your range. Reward Purchases: You can reward customers who come back and order from you by giving them a discount on their next order. The more purchases they make, the more discounts they receive. It encourages them to purchase from you every time. Bulk Discounts: If you sell products that people buy in large quantities consider offering a bulk discount rate. It’s a great way to encourage larger orders and higher turnover of product for your Internet business. We love to think that we have saved money, even though we have spent twice as much to get that discount. Aldi, the supermarket chain is a classic example of buy in bulk and save, which encourages shoppers to spend more. The UPOD principle (Under Promise, Over Deliver): This is a principle I practise all the time in my businesses. Let’s say you offer normal delivery to deliver a product, which takes between 3 - 5 days to receive. What if you sent the product overnight via courier and it arrived the next day. Would your customer be ecstatic to receive their product earlier than expected? Of course they would! They would refer it to their friends and family because of fast delivery and good customer service. This is the under promise and over deliver (UPOD) principle that you can apply in your Internet business. There are a lot of similarities between a brick and mortar business compared to an online business. Businesses that offer good products and excellent customer service are able to capture market share much faster with smarter techniques. They will be the businesses that succeed and do well online. Gone are the days where you just put an eBlog website and hope for the best. You need to implement strategies and be smart to attract good quality customers for your Internet business, then you will reap the rewards. Tyrone Shum eBlogging 101


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