Selling a home in today's market is tough. It's stressfull. Emotions are up and IQ is down. Under this kind of pressure, we are all prone to make occosional mistakes.

Molly Ivans has a quote I really like: ‘The rule of holes is: when you are in one, stop digging.”

I've certainly found this to be true in my personal and business life.

In fact, part of being driven and customer focused is that you move fast with a high sense of urgency. Customers need this. Work teams need this too.

The down side is you make mistakes. Even the best of us. Even with the best of intentions

Chris Brogan, author of 'Trust Agents' wrote something I’ve been able to use often lately with our staff:

The Three A’s of Apology:

A #1 – Acknowelge: admit you made a mistake

A#2 – Apologize: Say you are sorry. Don’t rationalize or editorialize it, just say “I’m sorry.”

A#3 – Act: do something to make things right.

This works – like I say to my kids, being honest is always the best way to dig your way out of a hole and often, if you display honesty and work hard to fix a problem, you’ll end up with lifelong customers simply because they trust you.

Has this been your experience?

Thomas Scott

Showhomes