Over Deliver 101 Personal Use Ebook With Audio

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How to Over Deliver in Service Industries

Over delivering essentially means promising one thing as a business and then going out of your way to go over and above the call of duty in order to deliver something extra and unexpected. This is a tried and true business strategy but it is most often associated with companies that sell physical products. Here, over delivery will often involve sending extra 'freebies', delivering the goods more promptly than advertised or calling to offer more support for users getting to grips with the product.

But how might you apply this same strategy to services? Read on for some suggestions…

Surprises

Unexpected value for money always feels more impressive than value that was anticipated – which is simply because we love being surprised pleasantly. If you want to wow your customers and clients, then including something unexpected and not advertised is always a great way to achieve that.

In a service industry this can take many forms. If you run a restaurant for instance, then you can make that surprise a free complimentary drink on the house. Or maybe it could be something extra about the service – such as the ability to break the bill down by diner rather than by table. An innovation like the latter would always go down well but when you're not expecting it it becomes even more well received.

Little Touches

Have you ever been to a café and noticed something that makes you smile? Maybe some of the seats are actually car seats. Maybe there's table football or an old pinball machine in the corner. It doesn't have to be so hipster but the point is that little touches that are outside of the norm can tick many of the same boxes as other types of over delivery. In the hotel industry this could mean leaving chocolates on the pillow, or putting a can of beer in the fridge. Because it's not expected, it will do even more to impress.

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