Over Promise and Over Deliver

Over Promise and Over Deliver
Rick Barrera
Penguin Group
ISBN: 1-59184-061-9
Non-Fiction, Business
Reviewed by Dr. Tami Brady

“Over Promise and Over Deliver” This phrase sounds like a line used by a used car dealer. Don’t all businesses try to give big promises just to get your money? How often do they actually live up to these promises? Not very often. So to exceed expectations seems a little unrealistic.
Over Promise and Over Deliver says that this need not be the case. Lots of companies like Google, TiVo, American Girl, and Washington Mutual not only deliver on their big promises but take customer service one step further. Their secrets are actually rather simple, find out what the customer needs and wants then take action.
Nearly all of the examples for companies using TouchPoint guidelines given in this book are large multimillion dollar businesses. Nonetheless, it is really easy to see how the system could be used in a smaller more moderate organization. In fact, I believe that TouchPoint probably works better in smaller situations where the employer and employees are all in daily contact with customers, allowing for more opportunities to understand what the consumer actually needs and wants.