Most people overpromise, few people overdeliver.
Yesterday, I went into a local store in Costa Mesa. I had placed an order on Saturday, letting the attendant know I would be in to pick up the order on Monday at 10am. I told her at that point, that “no matter what, the order needs to be ready by 10am.” I showed up Monday with little doubt that I would be walking out the store at 10:05am with my order payed for. Unfortunately, that was not the case. I eventually had to cancel my order because they were going to complete it too late, and I left a very unhappy customer.
How many of you have had this happen to you? You had certain expectations from someone or a company, and you ended up being dissapointed. This happens all the time. Most people don’t really mean to do this either. However, the question we must ask ourselves is “how do we in ministry, business, or just with those we are in relationships with, NOT do this.” Not only “how do we not”, but “how can we overdeliver?”
There’s nothing better than expected something to be a certain way, and then getting MORE than you expected. This leaves those with the expectations “wow-ed, amazed, and excited” about you or your company. Here’s a perfect example. At week long Young Life camp, we never tell kids the schedule all week long. Why do we do this? Not because we are control freaks, but because it creates the “element of surprise.” When people are suprised by something they weren’t expecting, it’s easier to “wow” them. One week at a Young Life camp, I made a small suggestion to one of the property staff about the idea of having bubbles start coming down from the sky in the middle of a dance party. I know its sounds crazy, but this simple addition, I believed, was going to produce a “wow.” It was going to be a little difficult to figure out, but of course, our property staff made no promises, but in the end, overdelivered. When it came time for bubbles to fall from the sky, no one expected it at all! As you can see by the picture, it looked amazing, and kids were “wowed.”
What if we had told all the kids, that at the end of the dance party, bubbles would be floating from the sky. The entire dance they would have been waiting for this really awesome thing, and if something went wrong, they would have left dissapointed.
I think any successful company have learned the “art of overdelivering.” To name of few: Apple, Chick-Fil-A, In-N-Out, Disneyland. These companies have all “wow-ed” customers for years. They have all figured out how to give something to their customers that they weren’t expecting, that “wow-ed” them.
So, in your minsitry, business, or just with the people you know, how can you “overdeliver”. Here’s 3 simple ways:
1. Don’t overpromise.
Don’t ever tell someone that you can do something that you can’t do. You may be excited about something that will be really awesome, but if you’re not 100% sure that you can make it happen, then don’t promise them. It always leaves a bitter taste in someones mouth, if they didn’t get what was promised.
2. Dream of ways to “WOW” people.
We do this in Young Life Camping so well. We are always dreaming of ways, that when a kid walks off a bus to a Young Life camp, their is nothing left to say, but “Wow!” How can you do that with your family, friends, ministry, or company. How can you leave the people you come in contact with a “Wow” after leaving you.
3. It’s all in the details.
Look at Apple. They “wow” customers with the details. When Steve Jobs got up and explained the iPhone for the first time, it wasn’t the look that really “wow-ed” people, it was the details of the phone. When you are planning your “wow”, think throught the details of your “wow”, and get all your basis covered so that when you finally get to present the “wow”, everthing will come together.
I hope this helps. I hope you become a person that is not know for overpromising but for overdelivering.