Underpromise and overdeliver. It’s another way to say “set low expectations and exceed them.”

It’s tempting to overpromise. In an initial consultation, when I really want the case, I’ve probably said things I shouldn’t have said. I always end up regretting those statements.

The client asks whether she can get ________ (fill in the blank). I want to give her the “right” answer. I might not exactly tell her she’ll get it, but I probably leave her with that impression. I’m feeling the pressure, and I’m overpromising.

When I promise too much, there’s no way I can deliver. I’m setting myself up. She’s going to be disappointed.

When she’s disappointed, she’s going to tell her friends. My failure to set the expectations properly results in damage to my reputation. Big mistake.

How to Avoid This Mistake

I should have given myself wiggle room. I should have told her the chances of getting “it” are low. I should have promised to do my best even though the odds are against us. Then I should have delivered more than I promised.

When you underpromise and overdeliver, you get the desired result: she’s happy. In fact, she’s even happier than she expected to be. She tells her friends, and that enhances my reputation. That’s an excellent thing.

We all face an internal struggle on this issue. We believe we’ve got to make big promises to get the case. We think it’s the promise that closes the deal. We’re mostly wrong.

I’ve found over and over that promising to do everything I can do—to exert my very best effort and to push as hard as I can push—is sufficient to get the case. I don’t need to promise a specific outcome on a specific issue.

If she won’t hire me unless I commit to do something I can’t do, then I’m better off without her. She’s not going to be happy, and while I might earn a bit from her case, I’ll lose much more over the long haul.

Don’t let the pressure get to you. Make all the promises you know you can keep, but don’t step an inch over the line and promise something you can’t. Be liberal with your promises. Be proactive about making promises; just stay on the right side of the line.