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Clients First: The Two Word Miracle by JoAnn Callaway, Joseph Callaway

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No, No, No

Let me tell you, there are a lot of business models out there that look mighty attractive, and they are all about making it easy on yourself and playing it smart and the heck with the clients. I know agents who fire difficult sellers and refuse to work with buyers who won’t jump through a set of hoops designed to weed out the time wasters. I see businesses where management thinks it’s all about them and their rules and their policies.

There is a restaurant in town that survives because the chef makes the best specialty dish to be found anywhere. I’m calling it a “specialty dish” to protect the restaurant’s identity, because I don’t want to hurt the owners. They make this dish like nobody else, and they should have made a fortune by now, but they are still in the same location doing the same business they have for years. Maybe that’s all they want. I can’t speak for them. They used to have several signs posted in the waiting area: No cell phones. No checks or credit cards. No shoes, no shirt, no service. No party will be seated until all are here. No smoking. No reservations. No takeout. No substitutions. No exceptions. Today, I noticed the no-cell-phones sign is gone, but I’m still afraid to make a call while waiting for my specialty dish. As I say, I can’t speak for the owners of this restaurant. Their business is steady and unchanged. If they were to care at all about their customers, they would prosper beyond anyone’s wildest dreams, but Customers First matters only ...

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