Service Excellence, Not Perfection
Perfection is a myth; no one in human history was able to say they were perfect—except this one guy with the initials JC. Other than that, we all have a lot of work to do.
With this in mind, what should we strive for if perfection is not attainable? The answer, of course, is excellence in all areas of our lives—but more specifically as it relates to your chosen profession, Service Excellence. Teddy Roosevelt once said, “People don’t care what you know until they know how much you care”. When a customer is paying you money to perform a certain task, it is your duty to do the right thing for them, even if they are not watching. Every profession has its share of people who don’t care or are willing to do the wrong thing, cheating the customer by overcharging, not doing what they promised, or even cheating. For me, I choose to pursue Service Excellence for my customers when performing home inspections. Why? Because buying a home is one of the most stressful situations a buyer can undertake. They are already on edge, wondering if their house will pass or fail an inspection. (By the way, there is no such thing as a pass or fail scenario on a home inspection; that’s for another blog.)
So what does that mean for me as a home inspector? It means crawling under a house, climbing on a roof when possible and safe, taking my time on an inspection, and not rushing through just trying to get paid. I perform one inspection per day so that I can devote my full attention to a customer; they deserve nothing less.
Service Excellence also means that if I make a mistake or miss something, I make it right by either going back and documenting what I may have missed or communicating with my customer and easing any fears they might have. Be willing to admit your mistakes and be honest with your customers—that’s what Service Excellence is all about. It’s also about learning from every inspection I perform and getting better all the time, along with constantly studying techniques and continuing education.
Look, nobody’s perfect, but if you are willing to hone your craft, learn from your mistakes, and always do the right thing for your customers, then you already have the basics of Service Excellence. You can only get better from here. Let’s make 2022 the year of Service Excellence no matter what your profession.
Merry Christmas and Happy New Year.