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Overdeliver, says Seth. But who defines it?

The best way to generate word of mouth is simple: Overdeliver. See here. Who would disagree? But it’s not as easy as it sounds. Because successful ‘overdelivery’ is in the mind of the receiver, not the deliverer.

Remember the old joke about the girl and her dog. She stands over him and cries:

“Speak, Speak!!!”

At long last, the dog looks up at her and says, “What should I say?”

The call to over-deliver is a little like that. Yes yes! we cry. But what should we do?

If you’re selling product, do you give more than they paid for? If you offer an income opportunity, should they earn more than you promised? What is unexpected and special personal attention and service? Does everyone get it? Or just some? And if the customer doesn’t appreciate it, did you overdeliver or not?

What makes the overdeliver mantra hard is that it’s the reaction of the receiver – not the giver (=marketer) – that defines it.

Overdeliver. An agreed must have. But tricky when someone who’s not the giver, defines it.


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About the author

Kim Klaver

5 Comments

  • Dear Kim,

    In our current society, most customers would be elated if they just got what was expected. Sadly, under-delivering is as common as over-promising.

    Your questions are always probing. I can easily relate to this issue in one of my conventional businesses. By deliberately, but cautiously under-selling, the chore of over-delivering becomes much easier. However, when a salesperson pulls out all the stops and even throws in the “kitchen sink” to close the deal, he has built a big task for the fulfilment side of the business to perform. In the building industry we have a constant battle between the design element and the construction side. Yah, it looks wonderful on paper, but how the H do you build the darn thing in the real world for that budget?

    With New School Network Marketing, we are most often leading with a product. In most cases, we have little to nothing to do with the production, quality control, invoicing, and delivery. We do however have a budding relationship with this customer. This is where the temptation to mess up will be the strongest. Do we build the expectations too high? Again I say that the best assurance for over-delivery is to under-sell at the front end.

    Coffee, tea, or ?,
    Tom Doiron

    PS. Just wanted to add that for some people you could sacrifice your first born and they would still be unsatisfied. Better to learn how to spot those types early on and RUN!

  • I think the customer defines if our product overdelivers and that makes them come back over & over again. I have customers who have been ordering my daily herbal cleansing tea for 18 years.

    Keeping with what Seth & the New School teaching over delivering & no promises… I market my product simply by saying…

    I love energy drinks like Starbucks Iced Mocha Venti Coffee and Coke, but don’t like whats in them. My sister told me about this great tasting “daily herbal cleansing tea” which gives me energy by cleansing toxins a little bit at a time and gives me a better lift … naturally.

    Do you know anyone who might like to replace their or their kids energy drink, get the same or better lift, with something that’s good for them and tastes delicious? Imagine natural energy?

    No promises… let them be surprised at what good nutrition can do:)

    Vicky
    Vicky.networkmarketingcentral.com
    HerbalCleansingTea.com

  • The best way to get your arms around the over deliver concept is to think back to a time where someone over delivered for you. See how you can replicate that experience in your network marketing business.

    While underselling will certainly help with the over deliver products, I believe that Art Williams, the only individual on current Forbes 400 billionaire list that I know of to have earned his wealth through network marketing said it best…

    “People buy you. People don’t buy your company. People don’t buy your products. They buy you.”

    How do you over deliver on you? If they are customers, make sure whatever you promise them, you give them. Follow up on their request in a timely manner. Sell them only what they need and don’t try to sell them too much product just to inflate your compensation.

    How do you over deliver on new business partners? Don’t just recruit them, send them a kit and hope they make it. Spend some time with them walking them step by step through the system. Follow up with them and see if they need help. Take responsibility for their success. Don’t consider them recruited until you help them get a recruit.

    A quote just popped up on my PC that I believe says it best…

    “Treat people as if they were what they should be, and you help them become what they are capable of becoming” – Johan von Goethe

    Roosevelt Cooper
    http://www.web204mlm.com

  • Almost every year, the Super Bowl is a letdown for millions of football fans.

    Why?

    Because of the two weeks of hype that precedes the game.

    No product is perfect. The key is to minimize the hype and at the same time, have a very good product. Most people/customers will be more than happy with the result.

    If you are doing this and you have unhappy customers who expect a perfect product, then maybe you should seriously consider dropping them as a customer. This bottom 10% will take up your time and resources that can be better used elsewhere.

    Paul Eilers
    http://www.PurpleGreenPops.com

  • There are many things you can underpromise and overdeliver on. For example, one of our products comes in a box. I tell people – “Sell 6 boxes, make $100”. However, that $100 is only on the FIRST 6 boxes they sell. On the second 6 boxes, they make $120, so if they sell 12 boxes this week, their check will be $220.

    I love it when people call me and say “My check was more than I expected”. That’s a great feeling. In the past it was “Why was my check so little?”.

    You can overdeliver on the help you give your team. I am here for my team. They need help with anything, all they need to do is let me know. I tell people that, but they have heard that before, so when they realize I actually follow through with it, they are excited.

    ~Roxanne~

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