The Secret to Creating a Raving Fan

Last week, my company bought another piece of property in Charleston, SC. My business partner, Dusty Keefe, had met with the homeowners to contract the property and built our company a fine reputation to live up to (a technique Dale Carnegie goes over in his classic, “How to Win Friends and Influence people”). One of the owners was questioning Dusty on how we do business and whether or not he could count on us to come through with our promises. Dusty told him, “I think you will find that we will do exactly what we say that we will do, and when you look back on this after we have purchased your property, you’ll be glad that you did business with us.” That was all that was needed to say to satisfy his concerns. We had made them a cash offer and a closing within two weeks.

Two weeks later, this past Wednesday, we closed on their property. Dusty attended the closing and in the middle of signing all the documents the homeowner came to a sudden stop and said, “Can I just say something before we move forward? I remember what you said to me when we first met about how your company does business and you guys not only did exactly what you said you’d do, but you always delivered a little extra. When you guys said you’d call me, you did. When you guys said you would be at my house, you were. When you said you would close by today, you did. I just want to say that that is a very rare trait in this day and age. My wife and I truly appreciate your help. Thank you.”

Wow! It is really that easy to create a raving fan. There are so many people that consistently over promise and under deliver. They commit themselves with a reckless disregard to their integrity. Any time you make a commitment to someone, take it seriously. Set yourself apart from the pack by simply doing what you say you’re going to do.