If you’ve ever heard the following - keep reading

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"This is something that was promised in the implementation stage."

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"We were excited about the features that were promised, but you’ve under-delivered on the capabilities."

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"Below is a list of things that were promised and hasn’t happened:"

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"That was promised, but I still have not seen or heard anything."

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"We can't use these services that were promised/promoted."

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TLDR

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Sturdy discovers signals in everyday customer interaction like email and more. The Overpromised Signal detects when a customer indicates a discrepancy between the product or service they expected and the one they received.

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Whether the salesperson or account manager said “yes” when they should have said “no,” or what they said was accurate until someone else messed it up, overpromising often haunts post-sales teams. Poorly aligned expectations leave everyone involved feeling disappointed and let down. This fracture in the customer-to-business relationship is one of the leading causes of cancellations. It’s also one that often goes undocumented or improperly categorized. 

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Just as important as capturing the reasons why customers cancel, post-sale teams should identify and document common trends and topics that indicate overpromises. By understanding the areas where false promises are made, you can enable customer-facing teams to consistently provide accurate information about the capabilities of your product and services. In short, take these trends back to sales leadership to address the problem systematically. 

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Intrigued? It works. See Sturdy in action.