01268 90 44 44 sam@mymortgageangel.co.uk

Ever since I started my business, I’ve worked so hard to avoid a nightmare scenario. 

But then, on a dark, cold, rainy night, the worst finally happened.   

I was cosy and warm in my lovely office, chatting away to a client about his re-mortgage options, and the longer-term strategy to make his dream come true.  

Then, out of the corner of my eye I saw someone standing outside, waiting patiently under an umbrella. 

I’d double booked.  

My heart sank; it felt like someone had pulled the rug from beneath me. 

The voices in my head had a field day! 

“I thought you started this business to deliver excellent customer service?” 

“What on Earth is that client going to think about you now?” 

“How are you ever going to make sure this never happens again?” 

And then… silence. 

Mainly from the client, but also from my own thoughts. 

It’s a horrible situation, but there are only so many times I can say sorry. To the client, and to myself. 

Like everybody, I make mistakes occasionally, and this was the first double booking of my four years in business. 

Thoughts from the other side 
Almost everyone I told about this has reacted with, “Oh I remember when that happened to me!”  

This reminds me that there have been occasions where I had been on the receiving end of something like that, too.  When it did, I was forgiving, because “it happens to us all”.  

So why be so hard on myself?  I made a mistake, and now it’s time to move on. 

Moving forward, I’ve made sure that clients benefit from my mistake. For one thing, you can be certain that I am now triple checking my appointments. 

I’m even sending reminder messages, so you will know I’m expecting you! 



Approver Quilter Wealth Limited & Quilter Mortgage Planning Limited. 11/01/2023