Overservicing hurts you.
Because the extra things you do are
- out of scope
- creating marginal value (doesn’t really have an impact)
- taking resources off of you
Here’s the thing
It might look like you’re delighting your customers. Truth is, you might be bringing nice-to-haves, without a real impact on your profit side, or on their impact side.
You can delight, by keeping your promise. Always.