Under Promise, Over Deliver!

So you managed to sign a new customer for your B2B product or service and win some new work! Fantastic. The hard part is starts when you need to make good on your promise and deliver what you say you will.

I spend a lot of time making sure firstly sales and production is perfectly aligned to make sure we manage our customers expectations and also under promise but over deliver. A lot of it has to do with a framework we work towards CADI. This is important during the pre sales, discovery and kick off call stage.

• Care

• Attention

• Details

• Interest

Care: The number one thing you must do when taking on a new client or project is care. Do you care about the company, the client, the work you’ll be doing. Is there enough steam in the engines to keep you engaged and passionate to keep driving you forward. We have often found it’s better to walk away from dead projects and deliver something mediocre than try to flog a dead donkey.

Attention: When we take on a new client or start a new project we have a process in place. We get our clients fill out a multiple choice questionnaire (to save time), than have a kick-off call just to make sure we are on the same page.

Details: Details, details, devil, details! Listen, ask lots of questions. I’d rather look stupid in front of the client than potentially miss out on crucial details that could make or break a project.

Interest: Are you interested in making something amazing, engaging, interesting ? What we ask ourselves before each project and the rest just follows!

Here is some great advice we found on under promising and over delivering:

Zappos philosophy. How Zappos under promises and over delivers, interesting to look at their core values. How this came about from their founder Tony Hsieh.

Delighting your customer!