Judging a Book by it’s Cover….Always a Mistake
At our office meeting this morning we discussed the fact that a large chain restaurant plans to offer free breakfasts to anyone who comes to their restaurant tomorrow. I won’t be going, because I have been boycotting them for more years than I can remember, after reading (on many occasions and in several locations) that their corporate culture allowed employees to discriminate again African Americans. I’ve never gone back since.
This made me think about how important our public image is and how one wrong move can cost us a customer for life. We need to be extremely conscious all the time about what we say and how we say it, both with our voices our physical gestures, and our written words. A silly joke that someone finds offensive or the way we discuss a neighborhood at an open house…almost anything can have the potential to lose a client or hurt someone’s feelings.How do we balance being ourselves, which is extremely important, while ensuring that we don’t blow a relationship? I think that part of the answer lies in treating everyone we encounter equally. I am reminded of a young woman that came into my office one day while I was on floor duty. I had seen her walking past my office many times. She was tiny, wore jeans and looked really, really young. On the day she came into my office asking about buying a house, I treated her as I treated everyone who came in the door…with respect and care.
She later told me that they chose me as their Realtor because each and every other real estate office she walked into had either ignored her or shuffled her off, thinking she didn’t have the financial capability to purchase. It turns out she did. She may have looked young, but it turned out that she was a marine biologist and her husband was a computer whiz kid. Within a few years of purchasing their first home in Pacifica through me, he designed some sort of much needed computer program, made $12 million and retired at 30 something. They sold their little house through me, gave me a whopping $5,000 bonus and moved to Southern California where he was going to be a stay at home Dad.
I guess the moral of the story is that we should never judge a book by it’s cover and always, always treat everyone we encounter with respect. You never know who is under those tattered jeans or that well worn jacket.
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8 Responses to “Judging a Book by it’s Cover….Always a Mistake”
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Kathy I could not agree more,putting business aside for a moment,we should treat everyone we meet with respect, and if we cannot tolerate someone or something for a just reeason we should just keep our distance, not be disrespecful, I love the book by Mark Sanborn, The Fred Factor for that very reason, treat everyone the same and with respect.
Hi Kathy,
How true; if you treat everyone with the same level of respect you never have to worry>
L-
Working in retail for numerous years brought that lesson home over and over again. I recall a time working in a leather goods store where a gentleman walked in and was promptly ignored by my manager because he looked a little “shabby”. I gave him a friendly hello and earned the commission on a purchase that was close to $1,500. Not everyone needs to prove who they with fancy cars and clothes.
Most of the people I work with don’t look like they have money to pay for a mortgage. I guess I can say, I don’t either but I do!
Hi Kathy,
Thank you for sharing such a great story about your young clients. Never know…never assume. That is why stereotypes are NOT a good thing! Julie Cleland makes a great point that fancy clothes or cars do not prove wealth.
Best regards,
Francis G. Bautista
Hi Kathy,
Great post, we should always treat everyone the same and with respect. I’m glad to hear that everything worked out for you and the family.
Hi Kathy,
What an insightful article. And, you are soooo correct that it isn’t just the words you say, or the way you say them, but the total package of gestures, words, and energy – it is called excellent communication skills.
Jonathan
Hi Kathy, this is a fantastic story! It’s sad that your client’s experience with other agents was not a very positive one, but it’s great for her that she was able to meet you and receive the kind of courtesy and professional service that everyone should receive equally. I also agree with Julie & Francis that fancy cars or clothes aren’t a prerequisite to being able to buy a home.