Over-service: The Key to Word of Mouth Referrals

Delivering on your promises as a service professional is key to gaining repeat business with clients.  Over-delivering on your engagements is the key to growing your business through word of mouth referrals.  People rarely tell their friends and colleagues about ordinary or sufficient customer experiences.  Whereas, extraordinary experiences are often related to others.

One way to set yourself up to create an extraordinary experience is to begin with the end in mind.  Plan on delivering something extra, something that the client was not expecting.  Don’t quote it.  Don’t talk about it. Just deliver it at the end.