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Recently, I embarked on a luxurious and unforgettable cruise aboard the Celebrity Equinox. Celebrity Cruises has a reputation for exceptional service, customer care, and attention to detail.
From the moment you step on board, you can immediately tell that this company is committed to excellence. From food to entertainment to ensuring passenger health and safety, we aim to delight and impress passengers. But as I discovered, one person’s negligence can overshadow an otherwise excellent reputation.
As part of my trip, I excitedly purchased tickets to the Chef’s Table. Chef’s Table is a special dining experience featuring the finest cuisine prepared by our head chefs. It promised to be an unforgettable night, but it wasn’t quite what I expected.
You see, I have a deadly sesame allergy, so my wife and I went to great lengths to communicate that in advance. We called the Chef’s Table dedicated line, mentioned it to the manager upon arrival, reiterated it to the head server, and even discussed it with the chef himself. Nevertheless, during the third course (a sea bass dish seasoned with za’atar), I noticed that there were sesame seeds on the plate.
For those familiar with za’atar, sesame seeds are the main ingredient. My wife, who is a pastry chef, immediately confirmed my suspicions. However, when we raised the issue with the chef, he dismissed it, claiming that there were no sesame seeds in the dish.
I was not impressed with his reaction. Not only was it condescending, it was flippant, as if it believed I was overreacting. Against my better judgment, I trusted his authority and ate the dish, which immediately triggered a severe allergic reaction that required a visit to the ship’s clinic. What was supposed to be a fun night turned into a nightmare.
The ripple effect of neglect
I would like to note here that the rest of the crew, maitre d’ servers and other staff were attentive and clearly cared about my safety. They embody the professionalism and customer-focused ideology that Celebrity Cruises is known for, and I don’t fault the experience at the cruise line’s feet. However, that chef’s lack of attention and dismissive attitude put my health at serious risk.
So why am I sharing this story? Because this incident is a powerful reminder that one person, one moment, or one small detail can shape the entire experience, for better or for worse. Because it’s a thing. As a real estate professional, you must always remember that the little things matter. They’re important in business, they’re important in relationships, and they’re especially important when the stakes are high.
Similarities to real estate
Just like the chefs responsible for the dining experience, we have a huge responsibility. People trust us with one of the most important decisions of their lives: buying or selling a home. And just as the negligence of one chef can tarnish the reputation of a cruise line, the actions of one agent can tarnish the reputation of an entire industry.
Think about it:
Agents who ignore client concerns, withhold important information, or lack follow-through can erode trust not only in their personal brand, but in the profession as a whole. How many times have you heard the counter-argument, “I had a bad experience with an agent before?” On the contrary, agents who give their best effort, listen intently, and pay attention to detail are By setting a great example, you can lift up the entire industry. Not only will you earn their trust (and referrals), but you will raise the bar of excellence across your industry.
Small things have a big impact
The lesson here is that excellence is not about grand gestures, but about small actions that build trust and credibility. It’s about listening when clients express concerns, double-checking details that others might overlook, and taking responsibility when things don’t go as planned.
As I reflect on this experience, I am reminded that it only takes one person to change the narrative. One chef’s actions almost overshadowed a great cruise. Is he a good chef? absolutely. Does he need to develop his people skills? Absolutely. Similarly, one real estate professional, regardless of skill level, can lift or drag an entire industry down.
As a real estate professional, you are in a unique position to shape the future of real estate. Every interaction with our clients, every deal we close, and every attention to detail is an opportunity to demonstrate that our profession is one of integrity, care, and excellence.
When I think of Celebrity Equinox, it’s hard to imagine a company that doesn’t care about its customers. Conversely, the impression that Celebrity Cruises is focused on customer service and health remains overshadowed by the negligence of one chef. Similarly, every real estate agent has the power to make or break trust, not just for themselves, but for all of us.
To be an agent that lifts up our industry, pays attention to the “sesame seeds” that others may ignore, and shows that excellence is built on a foundation of care, trust, and professionalism. Please do your best. Because at the end of the day, it’s the little things that make the biggest difference.
Darryl Davis is the CEO of Darryl Davis Seminars. Connect with him on Facebook and YouTube.
