If you're anything like me, you feel super guilty when you don't give 100% on a file for whatever reason. Last year, I was way over leveraged (too many agents, not enough TCs), and my service level suffered greatly. I saw the signs, I knew the ship was going down and I was taking on water. Instead of managing the situation, I was uncharacteristically paralyzed, and that ship went down. I lost a few agents, I didn't think there was any way I'd ever get them back. I’m here to tell you, NEVER give up on a solid professional relationship because of something you did.
In looking back on this situation, here are three things I should have done to stay afloat
- Reached out and apologized. Think about it - if I would have reached out to them and apologized, I could have avoided feeling icky for so long and probably helped them out again sooner.
- Admitted I needed help. I’m a strong woman, a business owner who prides herself on being a kick-ass TC. Admitting I might need help and reaching out to delegate to my team or collaborate better with my agents is something that I was not comfortable with. I didn’t want to look weak or unable to perform up to my own standards. I should have shouted, “help” from the rooftops.
- Managed expectations. I should have been transparent with my agents, letting them know that I was feeling overwhelmed and worked with them on finding solutions to get us back on track. Managing their expectations would have let them know that they were a priority and I wanted to service them as usual but needed some assistance.
None of that stuff is always easy but sometimes is they are the best things you can do.
Despite my challenges, I am happy to report that I've re-signed 3 of them in the last few months! I am determined to learn from my experience and will work closely with them to ensure that I am delivering the quality work they have come to appreciate.
In short, it's REALLY selfish to decide the relationship is done because you feel like you messed up. What's not selfish? Reach out to the other person, express your wrong doing, and ask how you can help and add value. Then - expect nothing back from them. It's the other person's choice where the relationship goes.
I hope this makes sense. I'm writing this on a whim because I literally just deleted an agent's information - and 5 minutes later she emails me and says let's try it again. <3
Keep failing forward! <3 Love you all!"