Sick Of Bad Business Advice? Throw It Away
Amazon: A Cautionary Tale
But doesn't under promising and over delivering set you up for success? After all, if you exceed expectations, it's a pleasant surprise for your customers or employees. To be clear, it's not under promising that's the problem; it's over delivering. Take Amazon for example.
They have built their customer service platform on over delivering. Say you order a package that is supposed to arrive on Wednesday. If the delivery person shows up late on Friday, you're going to be disappointed. You are going to feel betrayed.
The Sweet Spot
The research is clear: people don't like when you break promises - they also really don't care when you exceed them. Finding the sweet spot of customer service or employee relationships is critical. Under promise, and just barely deliver.