When a Member has an issue the first thing I explore is whether they are willing to take any action.
If not, I don't give them any. I support their feelings.

• Unsolicited advice is always for the giver.

If they are willing to create forward momentum, I determine whether to help them initiate MembershipCore action,
or share what Rob Bergner taught me:

• Offense can only be taken, it can't be given.
  Rob said, "You can't offend me, because I chose not to take offense."

A Member received uncomplimentary unsolicited information and decided to move forward, as if they hadn't.
Two weeks later they called to let me know they had turned in two referral records and two We Did Business slips at that week's meeting!

A while back, one of my clients noticed a discrepancy in their financial reports — their year-to-date income didn’t match what they expected. Rather than just sending an email response, I scheduled a quick one-on-one call to walk through the numbers together.

We discovered a few transactions had been mis-categorized in their bank feed. I explained the fix, corrected the entries while we were on the call, and sent an updated report the same day.

 

That simple, transparent action turned a stressful situation into reassurance. The client told me later that my quick response gave them renewed confidence in their reports — and in me. Problems happen, but how we handle them builds trust and long-term credibility.

Tell us about your one-on-one action to resolve an issue:
After a duct cleaning, a client noticed that a few vent covers hadn’t been reinstalled. As soon as they called, I arranged for one of our technicians to go back out the same day to take care of it. The client appreciated how quickly we responded and said they’d definitely use us again.

Why it matters:
Problems happen, but handling them quickly and professionally shows clients they can trust us to make things right. That kind of follow-through builds confidence and often leads to referrals.

After one of my recent online Zoom group coaching sessions, a participant reached out privately to share that during a small breakout group, the others didn’t follow my instructions. Instead of staying on topic and sharing time equally, the group veered off—and she felt unheard and frustrated.

I immediately made time to call her. She told me how much she appreciated that I cared enough to connect one-on-one.

During our conversation, I coached her through what happened—not just as a complaint to be fixed, but as an opportunity for her growth. She left that call inspired to speak up next time, step into leadership, and offer to keep the group focused and on time.

At the next session, I adjusted the structure. I invited someone in each group to be a timekeeper, and someone else to help guide the conversation. When everyone returned from the breakout rooms, they were smiling, connected, and energized.

That one issue? It created a ripple of empowerment.

 

 

Referral Trigger — “I’ll Come to You” Story

I recently sent a property management agreement to a new owner who was ready to move forward — but she couldn’t get the e-signature to work. We tried troubleshooting over the phone, but rather than letting technology delay everything, I told her, “No worries — I’ll come to you.”

I drove through rush-hour traffic, we signed in less than five minutes, and I got her property listed the same day — no stress, no delay, and no missed opportunity.

That’s the level of service I provide at PMI East Atlanta — when owners need help, I show up.

Who I’d love an introduction to is a homeowner or investor who’s been meaning to put their property on the rental market but keeps putting it off because it feels overwhelming. If you know someone like that, I’d love to help make the process fast, easy, and stress-free.