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Customers Don’t Expect Us To Be Perfect

By
Education & Training with Ludwig & Associates

 

 

Motivational Power Quote

 

Customers Don't Expect Us To Be Perfect 

 

"Customers don't expect you to be perfect.

They do expect you to fix

things when they go wrong."

Donald Porter, V.P. British Airways

   

As I see it. . . . . . . .

Customers don't expect us to be perfect.   

Our customers expect us to live up to our commitments and to do what we told them we would do.   

When things go wrong our customers expect us to step up and correct it. They don't want excuses or stories on why it can't be done; they want positive actions to fix the situation.  

We will be judged on our ability to fix problems.  

®2009, Lou Ludwig, Sales and Management Consultant Executive Coach, Speaker, Trainer and Author

  

Show All Comments
Mary Douglas
United Country Ponderosa Realty, Red Feather Lakes, Colorado - Red Feather Lakes, CO
REALTOR, Red Feather Lakes, Colorado

Oh this is so true, Lou.  If you can fix the problem to their satisfaction - that is what they will remember.

Aug 20, 2009 01:36 PM
Monique Combs
Royal Shell Real Estate - Bonita Springs, FL
Royal Shell Real Estate - Monique Combs

Lou ~ Always do what you say. Never Less than what you say...

Aug 20, 2009 01:38 PM
Hannah Williams
HomeStarr Realty - Philadelphia, PA
Expertise NE Philadelphia & Bucks 215-820-3376

Lou..I could not agree with you more..take the bull by the horns correct the mistake..and all is well..Thank you

Aug 20, 2009 01:38 PM
Susan Emo
Sotheby's International Realty Canada - Brokerage - Kingston, ON
Kingston and the 1000 Islands Area

When I began my career, I was told to avoid calling my clients until several weeks after they moved, if ever.  This was because closings and moving were never uneventful and they'd have loads of problems to throw at you.   I, on the other hand,  thought that this would be the perfect time to call so that I could be the one to help them out of a jam.  I would be the  'super realtor' in a red cape. I still call and I'm still remembered as the one that helped them solve the problems of the day. 

Nice post Lou!

Aug 20, 2009 01:48 PM
Brian Madigan
RE/MAX West Realty Inc., Brokerage (Toronto) - Toronto, ON
LL.B., Broker

Lou,

 

I agree that if you are "solutions oriented", you will meet with success.

 

Brian

Aug 20, 2009 02:06 PM
Mark MacKenzie
Phoenix, AZ

The only comment I would add to this is that when things do go wrong, that you communicate to them what went wrong.

Aug 20, 2009 02:35 PM
Paul S. Henderson, REALTOR®, CRS
Fathom Realty Washington LLC - Tacoma, WA
South Puget Sound Washington Agent/Broker!

Lou, Not to mention, they are really impressed if you can fix something on the spot...
The way I see it!
Paul

Aug 20, 2009 11:34 PM
Charlottesville Solutions
Charlottesville Solutions - Charlottesville, VA

Perfection is not the key, being the best you can is!

your friend in Charlottesville Virginia!

Aug 21, 2009 12:08 AM
Sandy Shores FL Realtor®, Melbourne Real Estate
M & M Realty of Brevard Inc. - Melbourne, FL
Brevard County Real Estate, Florida's Space Coast

Hi Lou, So true, people just don't want to hear excuses, at all.  Just take responsibility, fix the problem and move on. 

Aug 21, 2009 06:37 AM
Pat Mullikin - KW Milwaukee
Keller Williams Milwaukee - Brookfield, WI

Most people are very open to a truthful explanation of a SNAFU. Most can see through BS. Moral of the story.... always tell the truth - even if you're at fault. Stand tall and accept responsibility. It goes a long way.

Aug 21, 2009 02:36 PM
Steve Hoffacker
Steve Hoffacker LLC - West Palm Beach, FL
Certified Aging In Place Specialist-Instructor

Lou,

People definitely expect us to fix or rectify any issues, but some people would prefer we be perfect. :)

Steve

Aug 22, 2009 02:54 AM
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