UNDER-PROMISE AND OVER-DELIVER
almost a direct quote from the book:
I really believe in what the title here says – even if your goal is just to have a nice day. Too often I see people who just want to make their customers smile and so they tell those customers that they can have great things and all of those great things can happen quickly. And the people do that since they want to see others smile. But after that smile, all of the good news is now gone. If you do not deliver, or even are a day late, now you are a bum. Would it not be better to tell people you will try and rush things but give a date that you are certain of? And then when the delivery date is shorter, then they are happy. Under Promise and Over Deliver.
In industry, I have just
seen too many bad examples of someone who wants to feel good this
second, and then promises something that they might not be able to
deliver. One of the worst cases of this is promising promotions that
are not yet through, or even job offers. In many corporations, a
manager needs approvals for either, including for raises, and that
can get stopped along the way. And one of the most discouraging
things it seems a manager can do to an employee is to promise a big
raise or promotion, or perhaps even a job change, and it is not
approved and does not happen. That is one way to turn a happy
employee into a very angry one. And meanwhile some of us would just
ask, "What was the point? Why not wait until it is definite?"
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