Today, it’s about how overservicing can also hurt you.
In Paul’s head, overservicing will delight his customer, Marie.
It’ll get Marie to always work with him.
Unfortunately, what’s actually happening is that Paul’s training Marie to expect way more than what they pay for —at Paul’s own expense.
→ The promise Paul makes: X
→ But Paul also works extra on things that are nice-to-haves to Marie, or are out of scope —without previously thinking and/or budgeting for them.
The promise to Marie: X
The promise in Paul’s head: Y = X + 10
→ Marie gets Y work, which is “10” more of what she expects and didn’t have to pay for it. (Here are the questions on something random, an extra revision, one more analysis, 2 more studies, some more “picking your brain”)
→ Marie’s expectations (the actual promise in Marie’s eyes): Y
→ Paul prices X and still, delivers X + 10
→ Marie will expect to always pay X and get Y.
Scope will always grow… until one gives in.
Here’s the thing
You don’t need to do extra to delight your clients. You can focus on what they want and how you can help them get there.
Keeping to your promise, being helpful, and also setting boundaries, will delight them.
Because you’re there.
In your word.