A commercial leasing specialist, Tom, had a rule he almost broke every week: no residential conveyancing, full stop. It wasn't what he was good at, and every hour spent on it was an hour not spent servicing his commercial clients.
A long-time referrer, a real estate agent, called with a residential sale for a client she clearly liked. Tom said no — but not the way most principals do.
He didn't apologise, and he didn't just deflect. He said: “That's not my area, and I'd do your client a disservice trying — but I know someone excellent for exactly this, and I'll make sure they're looked after.” Then he made the introduction himself, that afternoon.
The agent didn't stop referring to Tom. She referred more. She'd learned two things from that one phone call: Tom knew exactly what he did and didn't do, and he treated her clients as his own responsibility even when he wasn't the one doing the work.