Jan 23, 2024
Episode: 40
Embracing Mistakes: A Path to Trust & Lifelong Partnerships

In the 40th episode of “Remodeling Unscripted,” Geoff highlights the positive impact of owning and fixing mistakes in the remodeling industry. He stresses that this approach builds trust with clients, fosters long-term relationships, and serves as effective, low-cost marketing for contractors. The episode encourages transparency and accountability in handling mistakes in the remodeling business.

Making Mistakes Isnt Always Bad

Embracing Mistakes: A Path to Trust & Lifelong Partnerships

If you ask my wife or my employees, they will attest to the number of mistakes that I make. We’re all human, and errors are inevitable. Sure, mistakes can lead to delays and financial setbacks, but they also offer an opportunity for growth and opportunity if you handle things properly on the back end of a mistake. Here are 2 steps to take after making a mistake. Be sure to write these down as they can be very complicated…

  1. Own Your Mistake and Be Accountable
  2. Apologize

When a mistake occurs, my personal commitment and our company commitment, is to own it and apologize sincerely. In a world where few take responsibility for their errors, this simple act becomes a game-changer. We don’t let our problems become our clients’ problems; instead, we do our best to resolve issues promptly and with sincerity.

Building Trust

An extraordinary phenomenon unfolds when a mistake is acknowledged and rectified – trust is immediately built. My client, Chris Pope, referred to the idea that he gives everyone the grace of a “trust balance” in the beginning of a relationship and he then explained how our actions either add to or deplete this account. As he emphasized, the trust balance can definitely drop to “0” where all trust is lost. However, an amazing thing happens when you own and take care of a mistake… that trust balance immediately grows. Mistakes, once they are corrected, can frequently transform into free marketing, showcasing our reliability and commitment.

Lifelong Clients

In an industry plagued by reputation issues, we work every day to stand out and one of the best ways is simply to prioritize integrity. By handling mistakes with grace, we’ve witnessed instances where a single mishap turned into a catalyst for long-term partnerships. What do homeowners really want in a partner? We believe clients are seeking trustworthy partners who charge a fair price and can display a proven willingness and dedication to making things right when problems arise.

Final Thoughts

Are you a glass half full or a glass half empty person? Those will a “half full” mentality will view mistakes not as failures, but as opportunities to strengthen relationships. When I go home at night and talk about work with my wife, I call these “bad days at the casino” when costly problems arise. What I don’t do is curl up in a ball in the corner of my office and pout or yell. There is no sense in that if people are doing their best as problems can still arise. It’s how we handle our problems with our attitude and effort that define our relationships.

If we do it right, we create customers for life by delivering on promises, fixing problems, and fostering trust.

Join the Remodeling Unscripted Community for Real Remodels and Real Talk

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Remodeling Unscripted

A podcast for remodeling industry owners and homeowners. Geoff Horen, a home renovation expert, hosts the podcast, which includes real remodels, challenges, and talk. The podcast is available on Apple Podcasts and YouTube.