7/15/18 Chasing excellence
"Perfection is not attainable, but if we chase perfection we can catch excellence."
- Vince Lombardi
While on my Sunday morning hike, I had some time to reflect on the first half of the year. For a home inspection business that is new to the Phoenix market, we've had an outstanding first half of 2018. We've added two inspectors in training. We are in search of an office manager. Our reputation and trust is growing within the Real Estate Community and online. We've added 20 five star reviews on Yelp, 40 five star reviews on Google, and 12 five star reviews on Facebook. We are quickly becoming the trusted source for home inspections, mold tests, and sewer scope services in the Phoenix Market.
All that being said, there is a single one star review that has been bothering me for the last few weeks. When we received this, we were crushed. In this stage of the business, it is so easy to take this personally. Devastated, we exhausted all avenues to correct this dissatisfaction. Fortunately, we discovered that this wasn't one of our clients. We were able to deduce that the review was written by the seller, who didn't leave a number or email address, and didn't respond to our response to the review. We had no way of contacting him to further discuss his dissatisfaction. Additionally, we noticed that the causation for the 1 star rating was based on some pretty minor items, and yet he forgot to mention the structural alterations and electrical modification that we discovered.
While I came to terms with having a one star rating and realized that the review was more spiteful than justified, it still bothers me. Our perfect 5 star rating on Google is now 4.9. However, I've learned that perfection is not possible and that every stumbling block is an opportunity for us to learn and provide a better service. I've realized that it is not perfection that builds character, but rather the imperfections. It is what you are willing to do, to strive for perfection but to obtain excellence. I know that as a business, we aren't perfect and we will make mistakes. But I also know that when the mistakes are made, we will do everything within our power to correct them and protect our excellent reputation. So, I'm finally comfortable with the 4.9.
We'd like to thank all of you who continue to support and recommend Dwell Inspect Arizona. Without you we would not be where we are today. We truly are so grateful for your continued partnership and look forward to a great second half of 2018. Thank you for all of your 5 star support.
Sean Garvey
Dwell Inspect Arizona
(480) 867 4599