QUOTATION 79
TOM PETERS ON WHY YOU SHOULD ALWAYS UNDER-PROMISE AND OVER-DELIVER
Use this to improve customer perceptions of you and your organisation.
Tom Peters (b. 1942), possibly the most successful management guru of the late twentieth century, is interested in a wide array of management topics but none more so than customer care. To keep customers satisfied, he suggested that businesses should always:
Under-promise and over-deliver
Tom Peters
WHAT TO DO
- Don’t make grandiose claims for your products. That’s just setting the customer up for a disappointment and, possibly, a complaint. Either way, it’s probable that they will never trust your organisation again.
- Identify the ways in which you can over deliver. For example:
- Deliver ...
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