02/04/2023
When your friend, a family member or a loved one breaks a promise it hurts. right?
It's natural to feel bad because our expectations are already set after a promise, and when it doesn't happen, we feel we've lost something.
This exactly happens with your clients when you give assurance on something but you are not able to fulfil it. “They feel bad or scammed” which shouldn’t happen in your business.
How to make sure your clients don’t feel miserable? - DON’T OVER PROMISE.
There's a fine line between overdelivering and overpromising - it's fine to overdeliver and assist your client on their journey, but when you promise something, you set a precedent. Your client will be delighted if you go above and beyond your services to assist them, but the same client will be disappointed if you promise something and then fail to deliver on it.
To provide a better understanding, let me give an example. Suppose you run a digital marketing agency that offers a package priced at 25,000 rupees.
The package includes
Content creation and posting,
Social media management, and
Facebook Ads
If a client requests email marketing services, but you know that it may be difficult to deliver, promising them email marketing just to earn money would be overpromising.
On the other hand, if you go beyond what was promised in the package and assist the client with setting up an email campaign to maintain a good relationship with them, that would be over-delivering.
P.S It is justifiable to over-deliver to some extent, but overpromising should be avoided at all costs.