Finally had a customer call back to apologize after I fixed their paint job for free

Used to chase down every complaint and argue about who was at fault, but after three years of running my crew I just say 'bring it back' and eat the cost, and last week a guy actually called to say his wife told him it was their kid who scratched the wall.

3 comments

3 Comments

terryf6217d ago

Respect stella_baker for saying it straight like that. Most folks get caught up in winning the argument and forget the person on the other side. It's a hard lesson, but a good one once it clicks.

stella_baker19d ago

Earning trust pays off way more than being right.

patb1219d ago

I read a study recently that said trust is like a bank account, you have to make deposits before you can make withdrawals. @stella_baker, you are absolutely right about that. Being right feels good in the moment but it doesn't build anything lasting. When people trust you they are more willing to listen when you make mistakes, and we all make mistakes. That trust lets you have real conversations instead of just battles over who is correct. It is the foundation for everything, relationships, work, all of it.