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- Oops... You Overpromised Again. Now What?
Oops... You Overpromised Again. Now What?
We’ve all done it—here’s how to stop before it derails your client relationships.
Warwick Brown
March 06, 2025 • Estimated Reading Time: 9 minutes
In partnership with
Hi
Ever caught yourself promising the impossible to a client—just to be helpful? Best of intentions, of course, but before you know it, it just slipped out. Now you’re scrambling to make good on it, your week is derailed, and you’re wondering why you did this to yourself.
We’ve all been there.
This week, we’re tackling some big questions:
💡 Why overpromising is killing your client relationships—and how to stop
📉 The surprising upside of customer churn (yes, really)
⏳ Does working more hours actually get more done? (Hint: no)
Plus, I’m sharing a quick workout hack that’s been helping me break out of the “chained to my desk” rut—and three thought-provoking reads to sharpen your thinking this week. Let’s dive in. 👇
Table of Contents
Feature: Overpromising Is Killing Your Client Relationships – Here’s How to Stop
🚨 Ever told a client "Yes, absolutely!" before even checking if it was possible? Committed to a deadline you weren’t sure you could meet? Promised a feature that wasn’t in the roadmap?
It happens to the best of us. But here’s the hard truth: overpromising today costs you trust tomorrow.
In the 50th episode of The KAM Club Podcast, I reveal why overselling is a trap—and how shifting to an "under-sell, over-deliver" mindset can actually strengthen client relationships and drive long-term success.
Key Takeaways from This Episode:
Overpromising Erodes Trust → Clients start questioning everything you say, scrutinizing every commitment, and doubting your ability to deliver.
Radical Realism Wins → Transparency beats certainty. Clients appreciate honesty about challenges more than false guarantees.
How to Set Realistic Expectations → Learn the exact phrases to use when setting timelines and pushing back (without losing the deal).
The ‘No’ Formula → Turn rejections into strategic alternatives that still meet client goals.
The Hidden Cost of Overservicing → Why going above and beyond doesn’t necessarily increase loyalty—and what to focus on instead.
🔗 Listen Now | 🎧 Available on Apple Podcasts & Spotify
💬 Have you ever regretted overpromising to a client? Hit reply and share your story—I’ll feature the best responses in next week’s issue!
P.S. Huge milestone—this is our 50th episode! Thanks for being part of the journey. Here’s to 50 more. 🎉
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Losing a customer isn’t always a bad thing. In fact, strategic churn can free up resources, improve profitability, and strengthen your key account portfolio.
In my latest blog post, The Good in Saying Goodbye to Customers, I break down why not every client is worth keeping and how letting go can actually lead to stronger, more profitable relationships in the long run.
Why some churn is healthy for business
Signs it’s time to part ways with a client
How to turn churn into a strategic advantage
💬 Have you ever had to walk away from a client? Hit reply and share your experience—I’d love to hear your take!
Not every customer is worth keeping. The real win isn’t retaining every account—it’s focusing on the right ones.
Things to Think About
A few insights that caught my eye this week—worth a read, a rethink, or a refresh to your strategy.
 | The State of Customer Success 2025 → AI in customer success dragged its feet in 2024, but in 2025, it’s set to be a game-changer—especially for scaling engagement in low-touch accounts. Meanwhile, the push to merge CS with sales is creating compensation chaos and pulling teams away from their real mission: driving customer value. Smart evolution or strategic misstep? You decide. |
 | 55 Sales Statistics & Trends You Need to Know → Think email is king? Think again. Lead rates for email-only campaigns have plunged 29% year-on-year, proving that relying on a single channel is a fast track to diminishing returns. The real winners? Sales teams embracing multi-channel outreach—mixing LinkedIn, phone, paid ads, and in-person touchpoints to drive leads 31% more efficiently. If your 2025 sales strategy isn’t diversified, you’re already behind. |
 | The Return of the 60-Hour Workweek? → More hours ≠ more results. As leaders push for longer office days and ‘work hard/play hard’ cultures, Korn Ferry’s Greg Button argues that productivity isn’t about time—it’s about engagement. The same applies to key account management: Client success isn’t measured in hours spent, but in value delivered. The real challenge? Structuring work and client relationships for impact, not just effort. |
My Power-Up of the Week: The 7-Minute Gentle Workout
No time to work out? Same. Feeling chained to my desk, I started doing this quick, low-impact routine twice a day—and it’s been a game-changer. Less stiffness, more energy, and the perfect fix for that mid-afternoon slump. Bookmark this one and let me know if it helps you too!
That’s it for this week! If you’re currently digging yourself out of an overpromising mess, just remember: clients appreciate honesty more than empty guarantees.
And if you’ve got a great (or painful) story about a time you overpromised, hit reply and tell me—I’ll feature the best insights next week.
Until then, stay Account Minded.
✌️ Warwick
 Warwick Brown |
P.S. If you like what you’re reading, here are a few ways to go deeper:
📚 Join The KAM Club – Exclusive training, templates & coaching → Learn more
🎤 Book me for a workshop – Let’s train your team → Get in touch
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