It’s Better to Just Keep Your Promises Than to Try to Really Wow People

two toy figurines of Joker from Batman. The one on the right is small and cute and childlike. The one on the right is a wiry adult looking version of the Joker.
Image by JD Hancock / CC BY

There’s an old school of thought in business called “underpromise, overdeliver.”

Essentially, this advice says that what you should do is set customer expectations low so that you can not only meet them but exceed them. That it’s important not only to satisfy your customers but to thrill them.

It might take extra effort than simply setting up reasonable expectations and meeting them (the double think and communication required to have one internal story for employees and another external one for customers),  » Read more

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