One of my first jobs as a youth was as a gasoline attendant at a local service station (a job that is not common anymore). I grew to love my employer and always looked up to him as a mentor. Several years later, long after I had moved on, the company he worked for did something that was quite underhanded and despicable, in my opinion.
Though it was (and still is) an otherwise good company, that act alone left a very bitter taste in my mouth. As a young man, I vowed to never patronize that brand name again. Though the company has since been resold to another national brand and I am sure those executives have all died off or been replaced, I still remain a prideful dissident. Unless I am driving on fumes and there is no other choice in town, I will not gas up or otherwise spend my money with that company.
Impressions are stubborn things. Once a judgement has been made about a company, it is very difficult to change it for another. Of course, this goes two ways. Unfortunately, the reflections we often portray to our patrons are not fair. We can do one-hundred things right, make one mistake, and guess what they remember? Furthermore, with the advent of the Internet, one blunder can quickly be known by thousands.
What kind of impression are you making on your customers (or potential customers)? Though perfection is impossible, It behooves us as business owners to always strive for the utmost in customer service. Our reputation is on the line.
Now, go create some value!
Dustin Harris is a multi-business owner, but he has found most of his success as a self-employed, residential real estate appraiser. He has been appraising for nearly two decades. He is the owner and President of Appraisal Precision and Consulting Group, Inc., and is a popular author, speaker and consultant. He owns and operates The Appraiser Coach (www.theappraisercoach.com) where he personally advises and mentors other appraisers helping them to also run successful appraisal companies and increase their net worth. He is also the Founder and President of Your Appraisal Office (www.yourappraisaloffice.com) which implements some of the systems he has developed to help lower costs and free up time for real estate business owners. He and his wife reside in Idaho with their four children.