12 September 2014

Why going the extra mile might be a step too far

The modern business mantra of 'under promise and over deliver' has been pushed hard as a business goal for customers but a new study highlights that it might not be so relevant.

Two USA Universities, Chicago and San Diego recently found simply keeping promises is better than exceeding them.

The Research centered on Students buying concert seats and their satisfaction levels based on the following outcomes.

 - Receiving better seats than they were promised
 - The seats they wanted
 - Or worst seats

No surprises on the feedback when they got worst seats but they were not more positive when they got better seats. In fact they were a bit more negative.

The study concluded. 'When companies, friends or colleagues put forth the effort to keep a promise, their effort is likely to be rewarded.  But when they expend extra effort in order to exceed those promises their efforts seems likely to be overlooked'.

This fits with my many observations with more successful businesses across our sector who do what they say, they will do without fail. It’s a simple thing but so many don't. It can start tomorrow though.