I learned something a few years back as our team was really beginning to come together and make our presence felt in the market place. I learned that even in cases whereby a busniness offers a unique product or service, that alone is not enough.
Trendsetters
It was the year 2000 and our real estate team was the first in the area to produce small compact discs containing photos and features of our listings. Our clients thought that they were awesome. Our business was growing exponentially and we were building inventory at a rapid pace. Nevertheless we weren’t perfect and we thought that one of the support staff members committed a faux pax. We thought that she burned a CD with the photos and information of another home.
No Worries
We later discovered that the mistake actually occurred due to computer error. My first thought was, “No worries, no one else is even providing these cool jems. We’ll just explain the malfunction to the homeowner, burn new ones and everything will be fine.” Wrong. The homeowners were very upset and it took time for us to regain their confidence although through superb service we eventually did.
Creativity Is Not Enough
I learned something there. Creativity and added value that is not provided by the competition is not enough. Your client doesn’t want to hear excuses. If you want to be a “star” in the eyes of your clients, you need to take responsibility and you need to deliver everytime. Because when it comes down to it, they’re never going to feel your pain.
Have you ever had a similar experience?
How did you recover?
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