By Dr. Diane Hamilton
Over-promising and under-delivering is one of the quickest ways to erode trust in the workplace. Whether it’s a sales pitch that oversells a product, a leader who promises employees a change that never materializes, or a colleague who misses a deadline, the disconnect between what’s promised and what’s delivered can damage relationships and morale. Leaders, employees, and teams need to address how they set and manage expectations to avoid the pitfalls of disappointment and disengagement.
Over-Promising In The Workplace: A Recipe For Disengagement
In sales, the adage “under-promise and over-deliver” is a go-to strategy for leaving clients pleasantly surprised. Yet this principle should apply far beyond sales. When leaders over-promise and fail to follow through, the ripple effects can lead to widespread disengagement. A study in Harvard Business Review highlighted that while many leaders claim they encourage curiosity and innovation, their employees often report feeling stifled instead.
This gap between intention and perception reveals the danger of over-promising without alignment. Leaders may believe they are fostering an environment of trust and engagement, but without delivering on those promises, employees are left disillusioned. Over time, this disconnection can lead to high turnover and reduced productivity. As Gallup research shows, disengaged employees cost companies hundreds of billions of dollars annually in lost productivity.
Deadlines And Personality Dynamics: Avoiding Miscommunication
One area where over-promising and under-delivering can play out is in meeting deadlines. Personality differences often come into sharp focus here. Those familiar with the Myers-Briggs Type Indicator (MBTI) may recognize the distinction between “P” (perceiving) and “J” (judging) personality types. While “J” types often prefer structure and early delivery, “P” types may naturally lean toward completing tasks closer to the deadline. While the MBTI is widely used in workplaces to explore personality differences, it has its critics who question its scientific validity. Whether or not you view it as a perfect instrument, it raises important discussions about how people approach tasks differently. For a “P,” meeting the deadline is fulfilling the promise. Yet to a “J,” that same behavior might feel like the work was rushed or under-delivered.
The solution lies in setting clear expectations upfront. If you tend to work close to the wire, consider setting internal deadlines earlier than the official due date. This approach not only ensures your work feels timely to others but also builds trust by creating the perception that you’re exceeding expectations.
The Role Of Perception In Meeting Expectations
Perception is reality when it comes to promises. What you think you’re delivering may not align with how others perceive it. This is where curiosity and empathy come into play. Leaders, for example, may feel they’re providing employees with adequate resources and support. Yet, if those employees don’t see tangible evidence of follow-through, the leader’s intentions are irrelevant.
To close this gap, take an active approach to seeking feedback. Ask employees or team members:
Do you feel supported in meeting your goals?
Are there any unmet needs that would help you perform better?
How do you perceive the promises we’ve made as an organization?
By encouraging open communication, you can uncover areas where promises are falling short and take actionable steps to correct them.
Delivering More Than Expected: A Recipe For Success
Creating a culture of over-delivering doesn’t mean constantly stretching your team to the brink. It’s about aligning expectations with outcomes in a way that builds trust. A few strategies can help ensure you’re consistently delivering more than anticipated:
Set Realistic Goals: Avoid the temptation to overpromise just to please. Take stock of available resources and team bandwidth before committing to deadlines or deliverables.
Communicate Early And Often: Keep stakeholders informed of progress, challenges, and changes. Transparency builds trust and allows for course corrections before disappointment sets in.
Anticipate Needs: Look for opportunities to add unexpected value. Whether it’s providing additional insights in a report or delivering a project ahead of schedule, small gestures can leave a lasting impression.
Know Your Audience: Understanding personality types and work styles can prevent miscommunication. Adjust your approach based on what others value—whether that’s detailed updates or simply hitting the deadline.
Why Managing Expectations Builds Trust
When promises align with outcomes, trust follows. In every corner of business, from sales to leadership to team collaboration, managing expectations is the foundation of strong relationships. Over-promising and under-delivering not only harms your credibility but also affects the morale and engagement of those around you. If you’ve ever fallen into the trap of over-promising, start small by reassessing your commitments and communicating proactively. By focusing on what can realistically be achieved—and adding value where possible—you’ll build stronger, more trusting relationships over time.
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