Whether you underpromise or overpromise, you will develop a reputation for how quickly or on budget or reliably (or whatever metric is important in your field) you deliver. If for whatever reason you mess up and it takes longer, then they will re-evaluate their expectations of you (and re-evaluate them after you come in again under budget or time or whatever with your next transaction). They may be disappointed.

However, if you have underpromised you are safe – “Look, did I promise to get it done earlier? No. All I can do is give a date and if you choose to rely on an earlier date that I did not agree to, then I can’t help you out there, I’m really sorry.”

If you have attempted to promise what you typically deliver: “Um, well, I’m very sorry your production line is sitting idle for several days now, but please try and overlook the tens of thousands of dollars it has cost you and consider me for future business.”

Which approach will have better long term business and get more business via referrals?

Honesty is the best policy. Sometimes a project is risky, since there are too many unknowns, and you should get that out up front. Other times it’s a regular job you day ion day out, and barring an emergency, you know how long it’s going to take.

I’ve recently been on the other side of the fence and work was delivered very early after a lot of um’ing and ah’ing about schedules. I might have actually felt happier if it had turned up when we planned, but that’s down to the pain in setting the original schedule.

Although, it was very interesting to read the post and the comments. But I still cannot decide which side to choose!

It isn’t a good idea if you use it in all situations because, as you said, the client will learn to expect more than you promised.

Good post!

I guess the key is to make sure that you give yourself sufficient scope in your original project plan and pricing to exceed expectations without leaving yourself over worked and under paid.