Under promise and over deliver.
Begin to think about that. Say it a few times in your head slowly. Go ahead. Try it. What does that mean? Why is it important? This concept is underutilized in the food and beverage customer service and in many other industries.
Under-promising is about being responsible. It’s about not making any promises that cannot be kept. To often do businesses make a promise with false intentions or just plain do not keep promises made. Under-promising isn’t lowering expectations, it’s about being responsible and mature to realize what can be promised to the customer.
Over delivering is going above and beyond the customer’s expectations. That moment that causes them to say ‘Wow, that was an awesome experience.” Giving them more without over doing it. It doesn’t have to be a fancy big spender budget to wow a customer. It’s about keeping them in mind on what they want, when they want it.
In my next post I’ll explain how food and beverage managers can under-promise and over deliver.
When have you had a restaurant experience that was above an expectation?