Over delivery works in nearly all situations. I try to do this for all new clients even if they’d be happy without it. It’s a great way to make yourself stand out as a real pro.

Thanks for the post. I always enjoy your stuff. I agree with most of this article. My experience (as a Client Relationship Manager for a Real Estate firm) is if you add the word “sorry” after you’ve listened and acknowledged what they’ve said, most people lose their anger almost immediately. So it comes out: “I’m sorry you feel that way. This is what I’m going to do to fix the problem…” I also find that if you can be systematic when you explain how you’re going to fix it…And then follow-up in the exact way you promised (this is very important), more often than not you will have neutralized a potential saboteur. Finally, if you want to turn them into a “raving fan”, over-deliver somehow (after the event) with an unexpected gift. It’s a symbolic acknowledgement that – “we appreciate your business and don’t want to lose it”.