Always deliver more than expected . . . especially now.

The thumbnail version:

  • Competition is tough right now
  • One way to gain an advantage is by delivering more than expected

The full version:

Deliver more than expected. Delight the customer!

Larry Page (co-founder of Google) is quoted as having said, “Always deliver more than expected.”

This is very good advice, particularly now in the market conditions induced by  COVID-19. You are in tough against your competitors. All of you are now chasing fewer customers in a depressed market. It’s time to stand out from the crowd. It’s time to go the extra yard to impress. And one of the ways to do it is to deliver more than expected—more quality and more service. Delight your customer.

Take the guy’s advice. He’s worth almost $70 billion so we can safely assume he knows what he’s talking about.