Books Quote by Richard L. Brandt
““The general strategy was to be conservative when estimating when a book would be shipped, so that surprises would be positive—shipped sooner than the customer expected—rather than negative.””
About This Quote
Source Business: Internal Memo, 1998
The strategy is to set conservative delivery estimates so that actual performance exceeds expectations, creating positive surprise.
In simple terms: Set low expectations to delight customers with faster delivery.
Key Takeaway
Use conservative estimates to exceed expectations.
Themes
customer service
operations
expectations
Mood
pragmatic
strategic
Type
operational
advisory
When to use this quote
- logistics planning
- sales negotiations
- project management
- customer support
Key Concepts
risk management
communication strategy
Questions to Reflect On
- How low should estimates be before credibility suffers?
- What are the risks of consistently over‑delivering?
A Different Perspective
If estimates are too low, customers may distrust future forecasts.
![“His mother echoed that sentiment. “You become really self-sufficient when you work with the land,” she said. “One of the things [Jeff] learned is that there really aren’t any problems without solutions. Obstacles are only obstacles if you think they’re obstacles. Otherwise, they’re opportunities.” quote by Richard L. Brandt](https://sms4smile.com/quotes/img-quotes/c3b/richard-l-brandt-42928_parenting_his-mother-echoed-that-sentiment-you-bec_808791.jpg)
