February 2019

Why it’s still important to under promise and over deliver

In 1987, famed business management author Tom Peters introduced the idea of under promising and over delivering. And the concept still holds true with companies running the gamut from paper products to luxury cars to pet food retailers.

Surprising and delighting customers doesn’t have to be expensive

All that’s needed is some creativity and empowerment of your employees. Need ideas? Here are our favorites from the Forbes Agency Council.

  1. Most clients go through a lot of change. Delight is when you not only keep up with that change, but offer help, doing simple things that are easy for your agency but are harder for them.
    — Jean-Luc Vanhulst, Write2market, Inc.
  2. We make short videos when they run into questions or have issues that pop up on their team. We upload those videos… so they can archive it and search for it later if something similar comes up.
    — Lee Salisbury, UnitOneNine
  3. When you take the time to really learn your client's business, it pays huge dividends in building trust, and perhaps more importantly, delivering tangible results.
    — Gyi Tsakalakis, AttorneySync
  4. Spending a little extra time to put a nice finish on a deliverable is an easy way to delight clients… you can "wow" them by including high-quality images or creating custom-designed graphics.
    — Vinny La Barbera, imFORZA

Want to learn all 9 tips to surprise and delight?

Read the full list of insider tips from successful PR, media strategy, creative and advertising executives from the Forbes Agency Council.

For even more business-building ideas, call or click to connect with your Small Business Specialist.

Random Acts of Kindness Day shouldn’t be celebrated only one day a year. Is one of your customers celebrating a birthday or other special occasion? A small random act of kindness (like posting on social media or sending a personal email) shows that your company cares and helps to increase brand loyalty (and may even boost your fan base).

For even more business-building ideas, call or click to connect with your Small Business Specialist.

Source: Nine Ideas To Surprise and Delight Your Clients, Forbes Agency Council, April 27, 2017