Talking about underpromising and overdelivering, here’s an exercise for you. 🙂
Take 5 brands/companies you LOVE. Not that you like very much or that they’re quite good. That you LOOOOVE.
→ Do they underpromise to you?
→ Or do they make you a promise, keep it and deliver on it?
When they go the extra mile for you is not underpromising and overdelivering.
It has to do more with their values and capacity.
Here’s the thing
If/When they can’t go that extra mile, they tell you and you’re OK with it. Because they’re being honest.
You don’t run away and go somewhere else.
You stick with them.
It’s what my friend Evelyn Vargas describes as Truly Human Hospitality: opportunities to lifelong relationships by making people feel seen, cared for, understood and connected.
To keep your promise.
This translates into higher customer lifetime value, loyalty, positive word of mouth, and happy, fulfilled, and motivated employees, so your business will retain its best talents.
I wonder, wouldn’t you want something like that?