The Desert of Arizona
Rain 41 Degrees
Under promise, over deliver. That’s what they say right?
Isn’t that the recipe for happy clients?
I don’t think it is. In fact, I think the idea of “over delivering” is actually harmful to long term relationships with clients.
First of all, have you ever asked yourself what “over delivering” actually means? When I think about it, my head fills with examples of meaningless corporate speak:
“Going above and beyond…” “Doing more than what’s required…” “Give them something extra…”
I’m happy to use myself as an example to show why this might be an issue.
Looking back over the years, I’ll tell you the secret motivation behind some of the times I’ve “over delivered.”
For me, the idea of “over delivering” comes from a place of need. It comes from a place of inadequate confidence in myself. It is my best attempt to “make up” for something. It is a thinly disguised way to try to fill a hole that can never be filled.
With that type of motivation, “over delivering” is an attempt to control something that I actually DON’T control. And that is what my client does or does not think of me.
It’s a recipe for misery if you ask me.
Now, perhaps I’m being hard on myself. But I’m not. I’m being truthful in an effort to prompt you to be truthful with yourself.
I have no idea in what spirit YOU would pursue the philosophy of “over delivering.” You know, but I don’t.
What happens when you over deliver?
Well, here’s one way it can play out based on what we know about human nature:
You give more. You keep giving “more.” Pretty soon, more is not only expected, but it ceases to be valued or perceived as “more.” It becomes normal. Eventually, that halo you had around your head at the beginning of the relationship has now disappeared. You notice and start to resent it. “They’re not appreciating me,” you think to yourself. Pretty soon, all of these emotions seep into your work. Your client eventually feels them, and soon they say, “Bye, bye…”
If you can “over deliver” from a true place of strength, then by all means, more power to you. But I’m not sure that’s the reason most people do it.
Here’s my conclusion:
Screw “over deliver.” Raise your game 100% of the time. Be excellent ALWAYS. Then, never waiver in your confidence that you deliver true value. Finally, understand that some people will find that satisfactory and others won’t. Develop long term relationships with those who truly value what you do.