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How do you over-deliver on your products/services?

by WriterWahm
23 replies
I hear the word 'over-deliver' thrown around and bandied about, but I'm beginning to realize it means different things to different people.

In my business, to over-deliver means to me that -

1. I am consistent: this means showing up by replying emails, posting on your threads and just being generally accessible by those who rely on you for one service or another.

2. I have integrity: meet deadlines (beat them in fact). Don't promise one thing and deliver another. Be on time. If you can't meet a stated deadline (and you should), be upfront about it.

3. I will deliver quality: this is really important because it's what keeps people coming back. Quality. Never compromise on it.

I've probably left some stuff out, but what does that word 'over-deliver' mean to you?
#overdeliver #products or services
  • Profile picture of the author Norfolk
    What you said plus:

    4. Exceed expectations: when a certain result is expected, aim to deliver even better result. Better service means better customer satisfaction and return customers.
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  • Profile picture of the author Ross Dalangin
    $67 report for the price of $7 with lots of bonuses which is related to the product
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  • Profile picture of the author paul nicholls
    to over deliver is to exceed your customers expectation of how good the product is going to be in comparison to the amount of money that they paid for it

    for instance if you bought a $5 video course then generally you wouldnt think you would get too much because you only paid $5 for it, however if you then offer tonnes more than what 99% of other $5 courses give you then this would be a good example of over delivering

    over delivering is something that i always include in my products because theres nothing better than buying a course/product only to find when you open it up that its much better than you had hoped for :-)

    hope this kind of explains it

    paul
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    • Profile picture of the author WriterWahm
      Originally Posted by Norfolk View Post

      What you said plus:

      4. Exceed expectations: when a certain result is expected, aim to deliver even better result. Better service means better customer satisfaction and return customers.
      I really love this and it's definitely something to strive for. Poor customer service can kill a business even if the product/service is great. Thanks to the internet, there are other great service providers with better customer service just itching to get their hands on your clients.


      Originally Posted by Ross Dalangin View Post

      $67 report for the price of $7 with lots of bonuses which is related to the product
      Ahh...the wso secret that is not so secret.


      Originally Posted by paul nicholls View Post

      to over deliver is to exceed your customers expectation of how good the product is going to be in comparison to the amount of money that they paid for it

      for instance if you bought a $5 video course then generally you wouldnt think you would get too much because you only paid $5 for it, however if you then offer tonnes more than what 99% of other $5 courses give you then this would be a good example of over delivering

      over delivering is something that i always include in my products because theres nothing better than buying a course/product only to find when you open it up that its much better than you had hoped for :-)

      hope this kind of explains it

      paul
      You are so right Paul. I love that feeling...like I got a bargain; more than I paid for and I think most customers love it too. It's human nature.
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  • Profile picture of the author makingiants
    Give a little more than you promised your customers.
    The first part is underpromise and the 2nd part is overdeliver.

    Scottie from 'Star Trek' used to tell Capt. Kirk that he needed
    5 minutes to get the Enterprise ready for warp speed, etc.

    However, he took only 2. He looks like a miracle worker,
    underpromising and overdelivering.

    HTH
    Vince aka makingiants
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    • Profile picture of the author WriterWahm
      Originally Posted by makingiants View Post

      Give a little more than you promised your customers.
      The first part is underpromise and the 2nd part is overdeliver.

      Scottie from 'Star Trek' used to tell Capt. Kirk that he needed
      5 minutes to get the Enterprise ready for warp speed, etc.

      However, he took only 2. He looks like a miracle worker,
      underpromising and overdelivering.

      HTH
      Vince aka makingiants
      I love that underpromise part...you're right it makes you look like a miracle worker.
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  • Profile picture of the author Gail_Curran
    Originally Posted by WriterWahm View Post

    1. I am consistent: this means showing up by replying emails, posting on your threads and just being generally accessible by those who rely on you for one service or another.

    2. I have integrity: meet deadlines (beat them in fact). Don't promise one thing and deliver another. Be on time. If you can't meet a stated deadline (and you should), be upfront about it.

    3. I will deliver quality: this is really important because it's what keeps people coming back. Quality. Never compromise on it.
    Hmm, I don't consider any of these points "over-delivering." This should be the normal way of doing things, not something above and beyond the norm.
    .
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    • Profile picture of the author WriterWahm
      Originally Posted by Gail_Curran View Post

      Hmm, I don't consider any of these points "over-delivering." This should be the normal way of doing things, not something above and beyond the norm.
      .
      Great! So what do you consider 'over-delivering?'
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    • Profile picture of the author Griffin Smith
      When you say over-deliver it can mean a lot.

      As a content writer it can mean you toss them a few extra articles for using your service.

      As a consultant it means putting in the extra effort and time past what you were originally paid to do.

      Or as many other people use it.

      Because it sounds good and people like to hear it.
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  • Profile picture of the author Alcon
    Simply put: They get more than what they bargain for
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  • Profile picture of the author Simmeon
    Over-Delivery = Extra unxpected value. They will most likey buy from you
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  • Profile picture of the author NoviIM
    It's all about customer service and being there to develop a relationship with your customers and help them build a successful business. It's about giving back to the community and helping people that were in the same situation when you started.
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    • Profile picture of the author WriterWahm
      Originally Posted by NoviIM View Post

      It's all about customer service and being there to develop a relationship with your customers and help them build a successful business. It's about giving back to the community and helping people that were in the same situation when you started.
      I guess it really depends on what end of the business spectrum you cover.
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  • Profile picture of the author Exel
    Give people more than you promise. Give them more than they expect to get. Always
    think in the +1 manner. I tend to implement that attitude in everything I do. For example,
    if I'm doing reps at the gym, 10 is the usual, I always do 11. When you do that extra "rep",
    that extra effort, it gives you the edge over all who do the usual, or fail to meet even that.
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  • Profile picture of the author Randall Magwood
    Offer unexpected free bonuses that weren't mentioned on the sales letter page.
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    • Profile picture of the author JohnMcCabe
      For me, 'over-delivering' is something unexpected, going the extra mile. Case in point...

      A while back (might be a couple of years ago now, come to think of it), I took advantage of a special offer made by a Warrior whose name you would all recognize. He was promoting a piece of help desk software.

      I am normally pretty good at installing scripts and configuring them to work. No this time. So I ask for help, via the same help desk software I just bought. Long story short, we never did get the software working.

      So where's the over-delivery part?

      By the time we agreed that there was something hinky in the server set up on the host I was using at the time (wow, guess it was three or four years ago), this person had not only tried every fix he knew, he had the programmer who created the package log into my hosting account and try to fix things. He went far beyond anything I could have expected for a $37 script.

      I'm not going to blow smoke and tell you I buy everything he offers. I don't. But when the right offer comes along, I have absolutely no qualms about grabbing it. I know he's going to treat me right.

      And this isn't the first time this marketer has gone above and beyond the call of duty for this customer...

      Edit:

      Almost forgot "the rest of the story"...

      Not long after the incident described above, I switched to my current host. The script installed like a dream and has been active ever since.
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      • Profile picture of the author WriterWahm
        That was going way and above the call of duty but it is the ONLY way to do business. I guess what he showed you John, was that he was not just after your money, he actually wanted to help.

        And that is what I think over-delivery is all about; seeking your customer's interests. Thanks for posting.


        Originally Posted by JohnMcCabe View Post

        For me, 'over-delivering' is something unexpected, going the extra mile. Case in point...

        A while back (might be a couple of years ago now, come to think of it), I took advantage of a special offer made by a Warrior whose name you would all recognize. He was promoting a piece of help desk software.

        I am normally pretty good at installing scripts and configuring them to work. No this time. So I ask for help, via the same help desk software I just bought. Long story short, we never did get the software working.

        So where's the over-delivery part?

        By the time we agreed that there was something hinky in the server set up on the host I was using at the time (wow, guess it was three or four years ago), this person had not only tried every fix he knew, he had the programmer who created the package log into my hosting account and try to fix things. He went far beyond anything I could have expected for a $37 script.

        I'm not going to blow smoke and tell you I buy everything he offers. I don't. But when the right offer comes along, I have absolutely no qualms about grabbing it. I know he's going to treat me right.

        And this isn't the first time this marketer has gone above and beyond the call of duty for this customer...

        Edit:

        Almost forgot "the rest of the story"...

        Not long after the incident described above, I switched to my current host. The script installed like a dream and has been active ever since.
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  • Profile picture of the author sal64
    Delivering what you promise is rule #1. This is half the battle won.

    I think John sums it up best about going the extra mile.

    The concept isn't just about extra bonuses and the product itself. It's about how you do business.

    Exceed their expectations in every possible way.

    There was a thread yesterday about Steve Odette. The customer had a question and Steve gave him his private number and spent over an hour helping the guy.

    Now, not everyone can do this but you get the idea.

    Whilst it might seem like extra work, people trend to forget that your next sale starts when the current one is delivered.

    Sal

    EDIT: What we tend to forget is that we are in the people business. Our customers have doubts, fears and expectations just like we do. So when you go the extra mile, you immediately elevate yourself from being just another vendor to forming a basic relationship with your customer.

    This can start with a personal thank you email and extend from a bonus gift to outstanding customer support and beyond.

    The old saying is that your income will increase in line with the value you deliver.
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    • Profile picture of the author WriterWahm
      Originally Posted by sal64 View Post

      Delivering what you promise is rule #1. This is half the battle won.

      What we tend to forget is that we are in the people business. Our customers have doubts, fears and expectations just like we do. So when you go the extra mile, you immediately elevate yourself from being just another vendor to forming a basic relationship with your customer.

      This can start with a personal thank you email and extend from a bonus gift to outstanding customer support and beyond.

      The old saying is that your income will increase in line with the value you deliver.

      This is so SO important it can't be stressed enough times.
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  • Profile picture of the author Ross Dalangin
    Since the question has been answered, I have to follow up.

    Here's another one:

    You ordered a toothpaste and yet they gave you toothpaste, tooth brush and a used false teeth on a glass of water.. LOL
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    • Profile picture of the author Social Media Ava
      I agree with everyone here. Over-delivery to me is giving the customer the most value I can for the best price possible.

      I always want them to feel like they should have paid more, but didn't have to.

      I value services that make me feel this way. For example, my Netflix account. It costs me 8 bucks a month and I can watch as many streaming movies and TV shows as I want. Compare that price to cable TV, going to the movies, renting movies, or buying them, and it's a great value. I went to the movies for the first time in a couple years last week, and the ticket was more than what I pay for Netflix.

      Another example...my Amazon Kindle. Sure, the device is expensive, but cheaper than most. PLUS I get more than a million FREE books from Amazon, and thousands more at discounted prices. In addition, I get a free paid app a day, I got 1 month of Prime Membership...it's added value!

      I could go on, but couldn't we all? It's all about more bang for the buck! Nice discussion. Thanks!
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  • Profile picture of the author Sarevok
    One good way is to offer "free 1 on 1 advice" - and I can think of a million ways to profit from that.



    Also, builds branding, relationship, and enables you to potentially build a list. Also, gives your customer a chance to get their top questions answered by their favorite expert. (That's you.) Additionally, gives you an opportunity to potentially upsell.

    Basically offering 1 on 1 advice opens the widest array of possibilities, and is often the most useful. (can be daunting though, if you sell tens of thousands of products.)
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