E24 The Success Habit of Overdelivering – Elevating Your Business & Customer Experience
- S2E24
- 13:00
- January 11th 2025
Ready to stand out in business and life? Discover how mastering the art of over delivering can turn ordinary interactions into unforgettable experiences—and build true loyalty.
What separates the businesses and individuals we rave about from everyone else? The answer is how they handle both everyday transactions and those moments when things go wrong.
As Donna and Londina discuss, over delivering isn't just about giving more—it's about making people feel valued, seen, and understood. This habit matters because it creates lasting relationships and helps your efforts shine in a crowded world.
What you need to know
Over delivering means offering something above and beyond what's expected, especially in the moments that matter most. It’s not about generic thank you cards or routine gestures; as Donna points out, the impact comes when your extra effort feels special and personal.
Whether it's resolving a customer's issue or showing sincere appreciation, it's about that “wow factor”—making people pause and remember you for going the extra mile.
What you need to do
Look for opportunities to surprise and delight those you serve. If you’re handling a problem, exceed expectations with your solution—think creatively about how to make things right, not just adequate.
Personalize your gratitude and follow-up gestures: instead of a standard thank you, add a thoughtful touch that only you could provide. Focus on what would make someone feel genuinely valued—not just checked off a list.
Your Next Step
This week, pick one interaction—whether with a client, colleague, or customer—and choose to over deliver in an intentional, memorable way.
Ask yourself: what would make this person say “wow” right now? Then do it. Keep looking for small, authentic ways to build this habit, and watch your relationships—and reputation—grow.
Discover more mindset and business success resources at londina.com.
Download all referenced resources for this episode at donnakunde.com.
⭐ Love this episode? Share it with someone who wants to build customer loyalty through overdelivering!
00:00 Introduction and Welcome
00:31 Episode Overview: Success Habit of Overdelivering
00:41 Using the IBGR App and Community
01:26 The Importance of Overdelivering
01:52 Customer Satisfaction and Overdelivering
03:23 Personal Experiences with Overdelivering
06:00 Thank You Cards and Personal Touches
09:32 Final Thoughts on Overdelivering
10:54 Wrapping Up and Next Episode Preview
Building Success Habits
“The more tranquil a person becomes, the greater is their success, their influence, their power for good.” James Allen
"Building Success Habits" is a podcast hosted by Donna Kunde (Business Coach) and Londina Cruz (Life Strategist). The show is all about sharing practical tips, strategies, and insights for building success habits in all areas of life.
This show was originally produced as hour-long radio content, later adapted into 4-episode Signature Season themes for podcast listeners.
The podcast explores a variety of success habits, including goal-setting, resilience, focus, and productivity. Each episode provides insights into how these habits can be developed and maintained, along with tips for staying motivated and on track.
In addition to success habits, the show covers personal development and mindset topics, such as overcoming limiting beliefs and cultivating a growth mindset. Donna and Londina share their own experiences and challenges in these areas, providing listeners with relatable examples and actionable advice.
Whether you are an entrepreneur, business owner, or simply someone who wants to achieve more success in your personal and professional life, "Building Success Habits" offers inspiration and tools to help you achieve your goals and live a more fulfilling life.
Join Donna and Londina on this journey of self-discovery and growth, and learn how to build the success habits that will transform your life.
"When we begin to see the world from the inside out, life will happen through us instead of to us."
Donna Kunde is one of IBGR's founders and started her career in radio at WNTW on it's Sales 2020 Show. In her role as EVP Supply Management she is responsible for day-to-day station operations and the quality of programming - both show topics and OnAir Talent.
She is an internationally recognized Business Coach and Trainer bringing 20+ years’ experience in military leadership. Donna has been a serial entrepreneur for the last 25 years owning a range of businesses experiencing the unique challenges solopreneurs face with small business growth.
In addition to her entrepreneurial background, Donna brings 35 years of academic and applied cognitive and behavioral science experience to the IBGR Network. Her specialty is helping organizations navigate through change, challenge and tragedy. The combination of her intensive study of the mind, plus practical applications in human potential, Donna provides a unique perspective on leadership, personal growth, sales, communication, and team building.
A high point of Donna's training career happened when she accompanied Dr. John C. Maxwell and his team on a country transformation mission. At the request of the Costa Rican government, the Maxwell team successfully trained 15,000 Round Table facilitators in three days, resulting in a 2% transformation of that nation and projected to reach another 60,000 Costa Ricans the following week. Her trademark energetic communication style and teaching skills have earned her a reputation as a highly effective speaker and respected facilitator.
Londina Cruz is an International Trainer, Executive Coach, and Keynote Speaker with the John Maxwell Team and a Strategic Coach with Anthony Robbins. Londina is a part of Global Transformation with the John Maxwell Foundation, training thousands of leaders in Paraguay and Costa Rica to help transform the values and culture of these nations.
She has spent more than 25 years studying, coaching and consulting in personal mastery and human performance techniques. These techniques include emotional and social intelligence trainings that elevate individuals, leaders and their organizations to excel well beyond current standards – offering a dynamic competitive advantage.
Londina has taken a situation that would devastate most individuals, being hit by a drunk driver, and has turned it into her life force. In this accident, Londina sustained a traumatic head injury, broken back and broken neck. The doctors gave her little hope of a normal life. She has now turned this challenge into an extraordinary life of empowering others to turn their fears into freedom and reach their potential.
Mastering her limiting beliefs and overcoming all that doctors had told her, Londina has thrived physically as well.
She has become a Triathlete (competing in a Half-Ironman and medaling in numerous other triathlons), a two-time marathon runner (Nike Women’s in San Francisco and the Marine Corps in Washington), and a cyclist.
She has released 100 lbs. by taking control of her thoughts instead of allowing thoughts to control her.
She knows what it takes to take you and your team from where you are to where you want to be.
As a Certified Coach, Teacher and Speaker, I can offer you workshops, seminars, keynote speaking, and coaching, aiding your personal and professional growth through study and practical application of John’s proven leadership methods. Working together, I will move you and/or your team or organization in the desired direction to reach your goals.
Contact me. I am looking forward to assisting you on your journey to becoming a success in your life and/or business.