I know I've mentioned the somewhat surprising lack of service I;ve encountered in this industry, and it just seems to snowball with each day. Here is what I mean ...
CPA - I emailed a guy my mortgage broker referred me to over almost two weeks ago. At first, I gave him the benefit of the doubt, but now I'm thinking he just blew me off for some reason as I've gotten no response from him.
Realtor #1 - I emailed a Realtor twice now about a prospective commercial property and have gotten no answer. The second email I CC'd someone else (the owner?), thinking that would generate a response, but still nothing from either person. Guess they are really in a hurry to sell, huh?
Realtor #2 - My RE agent. The last correspondence I had with her was last Friday. She told me then that she would be going out of town for the 4th of July weekend, and would return on July 5th. She also said her clients scheduled to meet with her on July 5th to tour House #1. Another thing she said she'd do is send me the signed addendums for House #1 (sell and lease agreement addendums). It is now Thursday, July 7th, and I haven't heard a peep from her.
Tax Sale Attorney - On Tuesday, I went to the county courthouse to do some records research. One of the goals I had was to get information on county tax sales - specifically, how to obtain a list of resales. Resales are properties who went to auction but did not get taken. The courthouse was of very little help and referred me to the attorney's office that handles tax sales for them. They had a sattelite office in the courthouse, so I went there. The lday at the desk knew nothing at all about what I was talking about and referred me to their main office. When I got home, I emailed the office, but haven't heard anything.
Other Investors - I've noticed most investors are pretty nice about communicating. Some, though, seem ignorant at best and rude at worst when you try to communicate them via email. I get a lot of email from "newbies" who ask questions (some of which are REALLY basic, but I go out of my way to answer them all.
I realize a lot of folks favor other forms of communication over email, but it just fathoms me how unprofessional they are to give an email address as a means to communicate with them and then they show lack of courtesy by not responding.
Oh well.
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4 comments:
I agree - the lack of service would be appalling if it weren't so common. It still floors me though when "service" people who stand to benefit from providing you a service fail to perform, or even act particularly interested in serving you. Be sure to share your Realtor's name and broker with us so we know who not to use.
The tax lien properties you refer to are online. If I understand you, these are the "struck off" properties? I've gotten this list before in a MS Access format. I'll see if I can find the link and post it.
Just because someone gives you an email addy does not mean that they use it. I ALWAYS confirm with the person which form of communication is best...I have found that more and more people disfavor email unless necessary, because of the very issue you are discussing....people, such as yourself, expect an immediate response to an email.
Surprisingly, some of us have more than one client...and small fish are low on the totem pole.
Steve, you are right on the money. Service is very poor. The question is: " What will it take to get good customer service?" I believe it should start with Proper Training. And a good feedback system. ie "how is my driving? 1 800 DRIVE SAFE" Richard
I guess this topic spurred some good dialog. :-)
In a way I agree somewhat with "the angry attorney" and nikki. I am the small fish. I am the low man on the totem pole. Etc.
However ...
When someone markets themselves to the public via an email address, I, for one, expect that person to uphold their method of communication via the email address. Unfortunately, an email address to some is a secondary marketing front that in reality takes second stage. IOW, here is my contact information (cell, landline, email address, postal address, and so on), but I'll only respond via cell phone.
Of the people I mentioned in my blog as being nonresponsive, only ONE can be singled out for not marketing themselves via email. Two of them actually have online forms in which to provide feedback. This feedback is sent to an email address. IOW, not only do they market themselves via email, but they do so using an online feedback form.
My beef, I guess, isn't so much the fact that I understand I am a single unmotivating voice in this industry, but the fact that customer service - not only in this industry, but in just about ALL service industries - has degenerated to such a level that the very word "service" should not even be used. It should be called by it's true colors: Customer Service for only those that matter, or when we have the inclination to respond.
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