Consistent Effort and Service yields Consistent Results and guarantees future work~!

Services for Real Estate Pros with John Henry Masterworks Design International, Inc. 13013

often we have only one chance to 'do good'


We were frequenting a great breakfast sweet shop for several years until one day all three of us got ill from the food.  We didn't go back for three years.  We found another spot and while the food wasn't top quality, we did not get sick at all.  Finally, we went back to our preferred restaurant and they have been consistently good and will continue to enjoy the fare -- until and if we get sick again, hopefully not!

I have two foreign cars that I take to a general auto mechanic who is very honest and timely- fees are reasonable.  Most of the time they can take care of the issues that come up.  Recently they could not diagnose a draining battery and an AC system that when charged does not work.  I have had to take both cars to another foreign car expert who I've used in the past and he has correctly diagnosed the issues and both will be repaired soon.

The second shop has been consistently good but sometimes the cars are there a little too long and the costs seem a bit high.

I have a dentist who does exemplary work every time I have gone in to see him.  I will recommend him to anyone.  Cost is not a factor.  Great guy, super staff.  -My wife's dentist broke my tooth cramming in a filling.  Never again.

A few things to glean here:

  1. A professional in any service business needs to deliver consistently good results in order for their customers to come back.
  2. Some services and products may affect your health and wallet in a negative way that cannot be tolerated.  We normally do not return for another try.
  3. People with whom you've had consistently good results may flub up once or twice and if the issue can be remedied in another way or quickly corrected, you will satisfy your client and they will likely continue to come back because of satisfactory service/cost over a longer time.
  4. Professional service providers must be acutely careful with their deliverables.  You should double-check everything, get it done on time or sooner, follow up, etc.  Yes, over deliver and under promise is a good strategy. 
  5. Being attentive, accommodating, polite, and reliable add up to the notion that you CARE about your client and work and will do whatever necessary to fulfill your obligations and create GOOD WILL in the process.
  6. You have one chance to impress a new client with your professionalism and timely services.  Fulfilling the basics of any agreement are not enough.  You have to go beyond and yes, overdeliver/under promise.
  7. Give more than bargained for.  Do a great job!  You will be remembered and the quality and impact of your efforts will be so positively ingrained that a referral will not bother to shop around for competing services.
  8. When the referral does come in, treat the referral client at least as well as you did your previous client.  You cannot afford to lose either an existing or future client.  If the referral cites inconsistencies and dismay to your referring client, you may not ever receive a referral again!

I just wrote a more direct comparison between restaurant service and other professional services here:


Comments (36)

John Henry, Florida Architect
John Henry Masterworks Design International, Inc. - Orlando, FL
Residential Architect, Luxury Custom Home Design

Hi James, I guess I finally wrote something that had something you could use!!!  Tell me how it goes.  Thanks much, James Dray 

Jan 27, 2020 05:12 AM
Shirley Coomer
Keller Williams Realty Sonoran Living - Phoenix, AZ
Realtor, Keller Williams Realty, Phoenix Az

Thanks for a great post.  We can never be complacent. We need to consistently provide great service and never take our clients for granted!

Jan 27, 2020 05:18 AM
J Perrin Cornell
Coldwell Banker Cascade Real Estate - Wenatchee, WA

Excellent advice. over deliver, take time and be sincere, be upfront and above all be consistant. Taking of referrals doesnt hurt either... 

Jan 27, 2020 10:02 AM
Laura Cerrano
Feng Shui Manhattan Long Island - Locust Valley, NY
Certified Feng Shui Expert, Speaker & Researcher

Consistency reads results even when it’s monstrously difficult! Love and light.

Jan 27, 2020 08:17 PM
Rubie Paquera
Realtorss - Punta Cana, DR
I've been selling and buying a property

Thank you for sharing this thoughts. It is very interesting.


Jan 27, 2020 10:29 PM
Winifred Smith, CRB SFR AHWD RENE
RE/MAX Advance Realty - Kendall, FL
VP - Training & Education

Great advice.  I'd add that you should always fess up if you make a mistake - before you are found out.  People are more forgiving than you expect as long as you are contrite.  Don't try to be the hero by helping in an area out of your field of expertise either.  Knowing who can help means nearly as much as being able to do it yourelf.

Jan 28, 2020 09:35 AM
Mary Hutchison, SRES, ABR
Better Homes and Gardens Real Estate-Kansas City Homes - Kansas City, MO
Experienced Agent in Kansas City Metro area

You used good examples.  We have done that with restaurants...sometimes you can tell when the quality starts to slip. I also find that attitute starts at the top with management--THEY set the example and should take the time to follow up with customers who have legitimate complaints.  It amazes me though how some agents can have a horrible reputation with other agents, yet they stay busy with business!!

Jan 28, 2020 09:38 AM
Diana Dahlberg
1 Month Realty - Pleasant Prairie, WI
Real Estate in Kenosha, WI since 1994 262-308-3563

Consistency is the KEY and getting out in front of any "issues" to make things right in a timely fashion and learning from our mistakes.

Jan 28, 2020 01:02 PM
Jeff Dowler, CRS
eXp Realty of California, Inc. - Carlsbad, CA
The Southern California Relocation Dude

Hi John:

Those are valuable insights regarding customer service and being consistent in delivering great service. One mistake, at least early on, could chase that prospect away. The important thing is to recognize when a problem arises, apologize, and fix it promptly if at all possible.


Jan 28, 2020 02:34 PM
Richie Alan Naggar
people first...then business Ran Right Realty - Riverside, CA
agent & author

I am reminded of these machines that test moving parts over and over again into the thousands of repetitive usage. Machines that slam car doors, open them and close them, toaster ovens, airplanes propellers and the like. At some point these items will outlast their average usage at least not fail while being used (think limited warranty). NOT the same with humans. Our very nature is defective and is tried & corrected constantly never achieving a steady, lasting predictable outcome. That is why customer service, relationships and personal interactions are ongoing....

Jan 28, 2020 03:02 PM
Lise Howe
Keller Williams Capital Properties - Washington, DC
Assoc. Broker in DC, MD, VA and attorney in DC

Over deliver and under promise. Such a simple concept and so hard to perform on

Jan 29, 2020 04:19 AM
M.C. Dwyer
Melody Russell Team at eXp Realty of California, Inc. - Felton, CA
MC Dwyer-Santa Cruz Mountains Property Specialist

Another excellent post complete with your personal experiences illustrating your points.      For me, #5 sums it up: CARE about your client and work whatever necessary...

Jan 29, 2020 09:03 AM
MichelleCherie Carr Crowe Just Call...408-252-8900
Get Results Team...Just Call (408) 252-8900! . DRE #00901962 . Licensed to Sell since 1985 . Altas Realty - San Jose, CA
Family Helping Families Buy & Sell Homes 40+ Years

So true. “A professional in any service business needs to deliver consistently good results in order for their customers to come back.”

Jan 29, 2020 10:33 AM
Kurt Uhlir
Showcase IDX - Roswell, GA
Real Estate Marketing Coach & Speaker

Love it. Small things done consistently is the path to real results. 

Jan 29, 2020 12:39 PM
Michael J. Perry
KW Elite - Lancaster, PA
Lancaster, PA Relo Specialist

I truly believe that implementation of Daily Disciplines is the key to success in our Industry

Jan 29, 2020 07:56 PM
Peter Mohylsky. Broker -BRIX REALTY
Miramar Beach, Florida - Santa Rosa Beach, FL

Culture and character both begin with the same letter and I believe they complement each other.

Jan 30, 2020 03:13 AM
Lyn Sims
Schaumburg, IL
Schaumburg Real Estate Agent Retired

Over deliver & under promise. When you flub it, correct it quickly.

Jan 30, 2020 07:28 AM
Sharon Miller
RE/MAX Platinum - Crane Hill, AL


Another great post!. Your list is one that deserves to be posted on a company's lunchroom bulletin board! As the famous football Coach Paul "Bear" Bryant opined, "The only place success comes before work, is in the dictionary!"

Jan 30, 2020 07:44 AM
Jan Green
Value Added Service, 602-620-2699 - Scottsdale, AZ
HomeSmart Elite Group, REALTOR®, EcoBroker, GREEN

Excellent analogies.  It's so important to be at the top of your game every time.  Recently, I have had a client who seems to be ahead of me with questions before I run my timely follow ups.  She's atypical of most clients in that she is a planner and asks questions LONG before a timeline appears.  She has taught me a lesson.  Not everyone is okay with my timelines, it has to be ther timelines!

Feb 06, 2020 03:20 PM
John Henry, Florida Architect
John Henry Masterworks Design International, Inc. - Orlando, FL
Residential Architect, Luxury Custom Home Design

Hello Lyn Sims If you keep those two points in mind, you will go a long way!  Thanks.

Hi Sharon Miller  Thanks very much for your compliment!! And Bryant had a great quote there.  Very true.  

Hello, Jan Green Sometimes you do get surprised with a very well prepared client and then you really have to stay on your toes!!  Thanks!

Feb 07, 2020 04:31 AM