Over delivering

A common belief is that over delivering delights your customers. That’s a misconception.

1. You can delight them with delivering on your promise.
2. Over delivering entails expanding your costs without a defined scope.
3. You train your customer to expect more than what they pay for.
4. You train your customer that if you raise your prices, you’ll expand the scope.
5. You underprice your offering.

Delighting your customers has nothing to do with over delivering. It has to do with setting expectations and making good on them.