This column first appeared on RIMOFTHEWORLD.net on March 15, 2010
Under-promise and Over-deliver
Before the advent of the Internet, cable television or PlayStation, as a five-year-old, I was over the moon with excitement about my kindergarten class’s upcoming field trip to Albertson’s. In the weeks leading up to the outing, Mrs. Dale would remind us to turn in our permission slips and then she would recount the following highlights of our impending journey:
- We would be greeted by the store manager, who would give us an official “Albertson’s uniform.”
- He would usher us to the back of the store, where we would be given an exclusive “behind the scenes” tour of the market.
- Then, the produce manager would show us where the deliveries arrived and how the fruits and vegetables were processed.
- Next, the bakery manager would take us into the magic room where all of the breads and pies were created.
- And, finally, to cap off the exciting event…we would be given a special treat, created exclusively for us.
After what felt like several years, the morning of our field trip finally arrived. To kill time (and evidently drive the rest of the bus crazy) on the 45-minute journey, my friend and I sang an endless loop of Grandma’s Feather Bed. (Don’t ask me why we didn’t visit a grocery store nearer to our school. Even in the 1960s, there were markets on every street corner. Also, don’t ask me why we chose that particular song. Even at five, I wasn’t a huge John Denver fan.)
Unfortunately, our arrival at the store marked the end of the adventure. No one greeted us at the front door. Instead, we wandered back to the meat counter, where a gruff butcher gave us paper hats in lieu of uniforms. Mrs. Dale and the room mothers were told to occupy us by pointing out the food. Mind you; while we were easily amused in the 60s, walking up and down the aisles was hardly entertaining, much less educational. And, our exclusive “treat” was a small, stale cookie…the kind that each child gets at every bakery department in America, when accompanied by an adult.
As we rode home that afternoon, I made a silent resolution. “I’m just a kid right now. So they think I don’t matter. But, someday, I’m going to be a grown-up who shops for groceries. And I am never going to spend my money at Albertson’s.”
Somehow, despite the loss of my business, some 40 years later, Albertson’s remains a viable entity. And, looking back, I doubt any field trip could have lived up to the hype. But I learned a valuable lesson that day which has served me well in my own business. Whatever your product or service, target market or budget: under promise and over deliver.
If you can’t do it, don’t say that you will. While this sounds like common sense, the concept sometimes evades sales reps intent on landing new clients. This is especially true of mountain folks, who are, unfortunately, notorious for saying they will start and finish projects in unrealistic timeframes. If you can’t start a project for three weeks, tell the truth. If you do what you say you will do when you say you will do it, your business will grow. And this is true regardless of the location of your company.
On a Limited Budget—
If circumstances arise which make it impossible for you to hold up your end of any business bargain, hire someone to help you out. While this might negatively impact your bottom line in the short run, in the long run, it will pay dividends where they matter most…in satisfied customers and glowing referrals.
The Sky’s the Limit—
If you can afford to promise the moon, then do it. There is nothing wrong with promoting the superior products that you provide. If you can afford to give away exclusive gifts, then, by all means, let your target market know about the perks. Just remember that if you fail to live up to the hype, you will most likely lose their business for life. Because that’s the way the stale grocery store cookie crumbles.
Until next week, I’ll be Bowling for Business.