What Happened to Felipe?

by | Aug 6, 2019 | Article

Under Promise and Over-Deliver


This year Cindy and I celebrated our 40th wedding anniversary with a trip to Cancun. Travel is challenging for Cindy, so I wanted everything to be perfect. We had good seats on the flight and private transportation to our 5 Star Resort.


When we arrived at the hotel, we met Felipe, our Consigner. These were Felipe’s words to us, “I will personally make sure you have a wonderful anniversary trip. If there is anything you need, text me and I will take care of it for you; reservations at the restaurants, spa services, transportation, excursions, anything!


Felipe walked with us to a restaurant to have lunch and said “text me when you finish, and I will help you get settled in your room.” Well we did text him and text him, and did not hear from him for 48 hours. We managed fine without Felipe, but it was disappointing because of what he had promised.


The Importance of Under Promising and Over Delivering


1. Unmet expectations lead to disappointment.

Even if you promise someone an A+ and you deliver an A you have under-delivered.


2. Trust is the foundation of all relationships and when you break trust, it is hard to get back.

Believe me, after the first 48 hours of trying to find Felipe, I lost trust and quit trying to reach him.


3. People expect you to do what you say, but when you over-deliver, you WOW them.


4. Customers remember the negative much more than the positive, (My Video is about the negative of our trip, not the positive).


5. People who consistently over-deliver on their promises are so rare it sets them apart from everyone else.



Under Promise and Over-Deliver – the good news is that it cost you nothing, but can mean everything!


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