In the multifamily business, what you say can be taken quite seriously, and it can be shared with many folks. Be kind, be forgiving, and be careful about what you say. Whether you are late, or your dog is barking, your music is being played too loud, or the door slammed shut too many times, someone parked in your spot, there will always be complaining and conflict. That is the nature of life. However, while this is all small stuff and will be forgotten quickly, your reaction to it could be remembered for a long time.

I attended a meeting last night and showed up 6 minutes late. It was raining and where I live, people forget how to drive in the rain; it took twice as long to get to where I wanted to go. I apologized to the people who were waiting for me, and then someone followed right behind me and stated she didn’t have an excuse at all, she just forgot the time.

I heard later after the meeting that those waiting for me were heard uttering under their breath, “its 6:29 and she isn’t here.” After another 6 minutes, “Well, she is 5 minutes late.” Really, are we that conscious of the time and that unforgiving of those who arrive late by six minutes?  Perhaps we are.

I am writing this for two reasons, and my number one is, don’t be late for meetings that you are chairing, it is rude and for some, unforgivable. But really, it is unprofessional and not respectful of other’s time.  That was my error. The second is to find forgiveness for small infractions that happen in daily living. People are always going to disappoint you, irritate you, and make you angry.  It’s a tough world out there, but let’s not sweat the small stuff. How you react to it, will be watched and heard and possibly repeated. Set the example. Stand above the pettiness of reacting.

It’s important to be on time, it’s important to come through with what you say you are going to do, but what is more important is the way you interact with people.  Remember, kindness can go a long way and we all need to make people a priority, and be kind about what you say about them especially when they are not present, because it always gets back to them somehow, some way.

Make sure you are remembered for being kind, forgiving, patient, and your customer service will be the one thing that was remembered and shared about you, now isn't that the way to encourage new business, make new friends, and be successful in 2013? You bet it is, so don’t sweat the small stuff.