.
The Story That Stuck With Me
Every now and then, a real estate experience teaches you something that sticks for life.
Here’s one of mine:
I had a sweet family moving here from out of state. In their previous state, refrigerators always conveyed with the home. So when we toured houses and they saw a refrigerator, they naturally assumed it would stay.
Fast-forward to the final walkthrough, the day before closing, and the refrigerator was gone. I knew it didn’t convey, but I also knew I had failed to tell them that.
So when they looked at me and said, “Where’s the refrigerator?” I could see the disappointment in their faces. They’d been so excited, and suddenly, that excitement faded into frustration.
How I Chose to Handle It
I could have deflected. I could have said, “It’s not included,” and left it at that.
But that’s not who I am.
Instead, I looked at them and said, “You’re right — that’s on me. Let’s fix it.”
Then I sent them straight to the hardware store and told them to pick out the refrigerator they wanted. It didn’t feel good to absorb that expense but it felt right.
And that’s what matters most.
The Bigger Picture — Reputation Over Revenue
Was it ideal? No.
Did it cost me money? Yes. And lots of it.
Did it save the relationship and build lifelong trust? Absolutely.
Because here’s the truth:
When you do the right thing even when it’s uncomfortable, people remember it.
That family has since referred me to multiple friends and coworkers. Not because of perfect service, but because of honest service.
Integrity compounds just like interest. It may not show up immediately, but it always pays off.
Why Integrity Always Wins in Real Estate
1. Mistakes Happen — It’s How You Handle Them That Counts
No transaction is perfect, but transparency keeps relationships strong.
2. Service Over Ego
Owning your mistakes shows confidence, not weakness. Clients trust people who can admit when they are wrong.
3. Integrity Is Marketing You Can’t Buy
Word of mouth fueled by honesty is more powerful than any ad campaign. When clients feel seen, they become your loudest advocates.
Client Testimonial
“Ashley has now helped us buy 2 homes, sell 1 home, and she is second to none!
She takes the time to understand your needs and goals and partners with you every step of the way – a true trusted advisor. Her knowledge of the market, process, and negotiation is unmatched + she’s always willing and able to answer questions at virtually any time of day.
Highly recommend her if you’re selling or buying.” — Chris S
FAQs — Real Estate, Relationships, and Reputation
1. What should an agent do when something goes wrong before closing?
Be honest. Address it immediately, own your part, and focus on finding a solution that restores client confidence.
2. Should agents pay for things out of pocket?
Every situation is different. It’s less about the cost and more about maintaining integrity, trust, and future relationships.
3. How do mistakes impact your reputation as an agent?
Handled poorly, they damage it. Handled well, they strengthen it, showing professionalism and accountability.
4. What makes Ashley’s approach to client service different?
She leads with empathy, honesty, and long-term vision believing that relationships outlast transactions. Every time.
5. How can clients protect themselves from misunderstandings?
Ask questions early, review the contract carefully, and work with an agent who explains the process thoroughly, not just the big details.
Work With a REALTOR® Who Leads With Heart
At the HART Realty Team, doing the right thing isn’t just good business — it’s who we are.
Visit HART RealtyTeam to work with a team that believes integrity is non-negotiable.
