Career mistake #5: Overpromising and under-delivering

By Nelson Semanu BOANDOH-KORKOR & Elizabeth BOANDOH-KORKOR

“The secret to happiness is low expectations, and the secret to success is underpromising and overdelivering.” – Barry Schwartz

The Big Talker

Jake was a charismatic sales executive known for his ability to charm clients with big promises. He had a knack for making clients believe he could deliver the impossible, and his confidence often won him big deals. But there was a problem: Jake had a habit of overpromising.

He would commit to unrealistic deadlines, promise features that weren’t yet developed, and assure clients of results that were beyond his control.

One day, Jake landed a major contract with a high-profile client by promising a groundbreaking new feature that his company hadn’t even started developing. He assured the client that the feature would be ready in just two months. But as the deadline approached, it became clear that the feature was far from complete. The development team was overwhelmed, and the project was behind schedule.

When the client finally received the product, it was missing the promised feature, and they were furious. Jake’s overpromising had cost the company a valuable client and damaged its reputation.

The trouble with overpromising

Jake’s story is a cautionary tale about the dangers of overpromising. It’s tempting to make big promises, especially when you’re trying to impress clients or close a deal. But when you overpromise, you set yourself up for failure. You risk disappointing clients, damaging your reputation and putting unnecessary pressure on yourself and your team.

As motivational speaker Tony Robbins wisely said: “Underpromise and overdeliver. Keep your word and build trust”. Jake learnt this the hard way when he promised a client a groundbreaking product feature in an impossibly short time-frame. The result? A rushed, subpar deliverable that left everyone frustrated. The lesson here is clear: big promises might win you short-term admiration, but they often lead to long-term regret.

Overpromising often stems from a desire to please or a fear of missing out on opportunities. But the truth is, it’s far better to underpromise and overdeliver than to overpromise and underdeliver. When you set realistic expectations, you give yourself the space to deliver high-quality work and exceed those expectations. But when you overpromise, you’re setting yourself up for failure.

Think about it: even Elon Musk, known for his ambitious goals, has faced backlash for overpromising on timelines for Tesla and SpaceX projects. As motivational speaker Brian Tracy puts it: “Never promise more than you can deliver, but always deliver more than you promise.” This approach not only keeps clients happy but also preserves your sanity and your team’s morale.

When you fail to deliver on your promises, it erodes trust. Jake’s overpromising cost him a valuable client and damaged his company’s reputation. Trust is the foundation of any successful business relationship; and once it’s broken, it’s incredibly hard to rebuild. A study by PwC found that 85 percent of CEOs say trust is critical to their business success, yet only 30 percent of customers believe companies are transparent about their capabilities. Jake’s client felt misled and decided to take their business elsewhere, leaving Jake to pick up the pieces. The takeaway? Trust is earned by being honest and reliable, not by making grandiose claims.

Overpromising puts unnecessary pressure on your team and can lead to frustration and burnout. Jake’s development team was overwhelmed by the unrealistic deadlines he had set.

According to a Gallup study, 23 percent of employees report feeling burned out at work very often or always, and unrealistic expectations are a major contributor. Jake’s team worked late nights and weekends to meet his inflated promises, but the stress took its toll.

Productivity plummeted, morale hit rock bottom and key team members started looking for other jobs. As leadership expert Simon Sinek says: “Customers will never love a company until the employees love it first.” Overpromising might win you a client, but it can cost you your team’s loyalty and well-being.

Clients are less likely to work with you in the future if you’ve overpromised and underdelivered. Jake’s failure to deliver cost him future business with the client.

In fact, a report by HubSpot found that 93 percent of customers are likely to make repeat purchases with companies that offer excellent customer service—and that includes setting and meeting realistic expectations.

Jake’s client felt let down and decided not to renew their contract, leaving Jake scrambling to fill the gap. The irony? If Jake had been upfront about what he could deliver, he might have retained the client and even earned their loyalty.

Overpromising creates unnecessary stress for you and your team. Jake’s unrealistic commitments led to a chaotic work environment and missed deadlines. Stress isn’t just bad for your health—it’s bad for business.

The American Institute of Stress reports that workplace stress costs U.S. businesses an estimated US$300billion annually in lost productivity, absenteeism and turnover. Jake’s overpromising didn’t just strain his team; it also left him constantly on edge, trying to manage client expectations while putting out fires.

As motivational speaker Zig Ziglar once said: “You don’t have to be great to start, but you have to start to be great.” Starting with realistic promises is the first step toward building a sustainable, stress-free business.

Why you need set realistic expectations

Communicate clearly

Be honest about what you can deliver and when. It’s better to underpromise and overdeliver than to overpromise and underdeliver. Keep clients and stakeholders informed about progress and any potential delays.

Transparency builds trust. For example, if a project hits a snag, let the client know immediately and provide a revised timeline. As author Stephen Covey famously said: “Trust is the glue of life. It’s the most essential ingredient in effective communication”. Clear, consistent communication ensures that everyone is on the same page and prevents unpleasant surprises down the line.

Manage client expectations

If a client asks for something that’s not feasible, explain why and offer alternative solutions. For instance, if a client wants a feature that would take months to develop, suggest a simpler version that can be delivered sooner.

This shows that you’re committed to meeting their needs while being realistic about what’s possible. As entrepreneur Richard Branson advised: “Clients do not come first. Employees come first.

If you take care of your employees, they will take care of the clients”. You protect your team from burnout by managing expectations. This way, you also ensure that clients receive the best possible outcome.

Prioritise quality over speed

Focus on delivering high-quality work, even if it takes a little longer. Your clients will appreciate the effort. A study by McKinsey found that 80 percent of customers are willing to pay more for a better experience. Jake’s rush to meet unrealistic deadlines resulted in a product that didn’t meet the client’s standards.

If he had prioritised quality over speed, he would have been able to deliver something that would have truly impressed the client. As Apple co-founder Steve Jobs once said: “Quality is more important than quantity. One home run is much better than two doubles”. Taking the time to get it right is always worth it in the end.

What now?

If you’ve been guilty of overpromising, it’s time to change your approach. Start by setting realistic expectations and communicating clearly with clients and stakeholders.

Remember, it’s better to underpromise and overdeliver than to overpromise and underdeliver. By setting realistic goals and delivering on your promises, you’ll build trust, strengthen relationships and set yourself up for long-term success.

Tips

• Tip #1: Before making a promise, assess whether it’s realistic. Consider the resources, time and effort required to deliver.
• Tip #2: If you’re unsure whether you can deliver on a promise, consult with your team before committing.
• Tip #3: Keep clients informed about progress and any potential delays. Transparency builds trust.
• Tip #4: Focus on delivering high-quality work, even if it takes a little longer. Your clients will appreciate the effort.

>>>Nelson Semanu Boandoh-Korkor: Nelson is a respected author, publishing consultant and Christian business coach. He is passionate about financial evangelism and is also a forex trader, cryptocurrency investor and metaverse enthusiast. Elizabeth Boandoh-Korkor (CA): Elizabeth is a highly accomplished Chartered Accountant with nearly two decades of experience in financial management consulting. She has worked extensively in both the non-profit and banking sectors. You can reach out to them at 233549762233 or [email protected]

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