Best Business Advice Ever

Home Stager with Showhomes

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


Comments (9)

Angela Lawrence
Noble Merit, REALTORS® - Winston-Salem, NC

Thomas, great advice to live by.

Oct 05, 2009 11:52 PM
Pat O'Reilly
RE/MAX..214-289-6176 Irving and all of Dallas Fort Worth - Irving, TX

Thomas. This is true. Everyone will make a mistake at some point and time. It's how we recover that will build raving fans..

Oct 05, 2009 11:54 PM
Brian Brumpton
Keller Williams Boise - Boise, ID
Boise Idaho Real Estate


I like you advice.  Taking responsibility for your mistakes and taking action to correct them is the right thing to do.

Oct 05, 2009 11:56 PM
Charles Stallions Real Estate Services
Charles Stallions Real Estate Services Inc - Gulf Breeze, FL
Buyers Agent 800-309-3414 Pace and Gulf Breeze,Fl.

Words of wisdom indeed. I like your post and I have live my whole life this way with no regrets.

Oct 06, 2009 12:00 AM
Chris Hill
Century 21 New Millennium - California, MD
Your Southern Maryland Real Estate Professional

Great advice! I truly believe that when you make a mistake you should do "EVERYTHING" to make it right. Sometimes you can't fix it, but at least making it right is the noble thing to do. Thanks for the post.

Oct 06, 2009 12:04 AM
Home Staging
Showhomes - Nashville, TN

Thanks for the comments!

I live this way and having dug PLENTY of holes in my life, I can honestly say this is the right way to operate. If everyone owned their mistakes and took responsibility to make things right, the world would be a very different place.

Oct 06, 2009 12:11 AM
Betina Foreman
WJK Realty - Austin, TX
Realtor, C.N.E., with WJK REALTY

Dear Thomas,

I always loved Molly Ivins, she was a wonderful writer. Her death was a tragic loss for all of us, in TX and beyond. Great quote and neat photo. i love the 3 A's!!



Oct 06, 2009 01:06 AM
Natasha Little
Showhomes Greenville - Greenville, SC
Showhomes Greenville

Very good post indeed.

Oct 06, 2009 10:33 AM
Laurie Calhoun
Gloria Home Staging, Inc. - Winter Springs, FL
Seminole County FL Home Stager

You're so right. An "I'm sorry" without really acknowledging your responsibility does nothing real to fix the situation. Being mature enough to be honest will make you stand out, and win respect over time. Thanks for posting this!

Oct 06, 2009 02:06 PM