Tony Robbins wrote the following story in one of his books: monkeys were given an apple and their response was huge excitement. Another group of monkeys was given two apples and they also responded with huge excitement. Then the monkeys that were given two apples had one taken away from them. They still had one apple, but guess what happened? They were angry as hell…
His point was that “we’re not only wired to choose today over tomorrow, but also we hate to feel like we’re losing out on something.”
This has also another lesson if you want long-term success…
Under commit and over deliver.
This weekend we went for a getaway to the Puchner Castle, Bikal (Southern Hungary). The Middle Ages came to life right next to the castle. We chose to stay in the Manor House in the style of an 18th century French Inn. The weekend was relaxing for us. We had lots of fun and will come back for sure.
Under commit and over deliver.
The Puchner Castle has a lot to offer you can’t fit into a weekend.
Wonder Village and Old Town takes you to the medieval Hungary with lots of activities for everyone for the whole day. You need to spend your time wisely if you want to enjoy the battle of knights, relax in the French-style and Moroccan bath, Finnish sauna or get a great massage…
This has a hidden trap for the Castle. They need great customer focused mindset and communication to make you satisfied…
If they make too much commitment creating unrealistic expectations to fit everything into a short time and finally you can’t find the time for all then you will think one apple was taken back.
If they make great job to make you book here then you realize it is worth to come back again for more fun then it is a win-win for everyone. They get returning guests who can help them to get more guests…
Under commit and over deliver.
This is a service strategy in which service providers strive for excellent customer service and satisfaction by doing more than they say they will for the customer or exceeding customer expectations.
This is my advice to you whatever you do and in whatever position you are.
Exceed expectations and do it wisely.
Under commit – be realistic and conservative
Over deliver – Keep your commitment as a minimum plus add some bonuses. Keep the result above but close to the expectation you created.
If you give way more value from time to time then it creates the feeling that you always keep an apple back… In other words, you are sandbagging, reducing credibility.
Give a promise you can keep plus a little more. Give a little more value and don’t create unrealistic expectations for the next time. This creates credibility.
If you do this, you will be King (or Queen) and whoever gets your service will want to pay more to get your service again.
Give only one apple.
Give an apple and never take one back.