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Jan

2007

The Lost Art of Customer Service

Posted by Jay - The Phoenix Real Estate Guy as On Being a Real Estate Agent

I’m a big fan of superior customer service. When I’m a customer, I want it. When someone is my customer, I want to deliver it.

I can’t pin down exactly when it started, but there seems to be a serious lack of customer service happening these days. Cell phone providers and cable companies may have the “horrific customer service” market cornered. But there are glaring examples of really lousy customer service everywhere. Too many to write about.

Sadly, it is difficult at times to relate a story about superior customer service. They just don’t seem to happen very often.

Enter this experience for me that occurred almost exactly 24 hours ago:

I was editing our main website, a Point 2 Agent real estate website. (Purists may scoff at a template based site. Whatever. This thing does what it should do, it provides information for our site visitors and it generates leads for our business by the boat load.)

I still don’t know exactly what I did, but I was knee deep in the CSS and HTML coding of our menu structure. Like an idiot, I was doing the development on the home page with no testing. Well sure enough, I blew something up; rendering the site completely non-functional in Internet Explorer and barely functional in Firefox.

Having no access to root level files (one drawback of a template site, though understandable why they can’t allow it), I was dead in the water. There was no way to fix this without Point 2 tech support and it was 7:30pm on a Saturday night. It was a virtual given that my site would be down until Monday morning.

In a measure of desperation, I posted a plea for help on the Point 2 user forum. I thought maybe there was an offhand chance a moderator would see it and be able to do something. I figured those chances lay somewhere between slim and none, but I had to at least try.

Just less than two hours later, my phone rang. I didn’t recognize the number. But I did recognize the 306 area code as being from Saskatchewan, Canada - the home of Point 2 Technology. I answer, and it’s one Barry Willick from Point 2. I’d seen Barry’s posts on the Point 2 forum, and I knew that he knows his stuff. In just a few minutes Barry was able to get me back inside my site editor so I could fix the mess I made of the code. An hour later, we’re back on line.

Now I thought this was superior customer service. Here’s a guy calling me at 10:30pm his time on a Saturday night to help me fix a problem than was completely my fault.

I fired off an email that evening to the Chief Operating Officer of Point 2 Realty Solutions, Brendan King, who I’ve talked to and corresponded with in the past. I wanted him to know how pleased I was with the superior customer service Barry provided. In fact, I made a very unsubtle “hint” that Barry deserved a raise. OK, it wasn’t even a hint. What I said was, “Whatever you’re paying him isn’t enough”.

Brendan responded with a chuckle. Turns out Barry isn’t just some customer support guy. Barry Willick is the Chief Technology Officer and co-founder of Point 2. The CTO making a personal call at a time when a significant portion of the population has retired for the evening isn’t just great customer service. THAT oh avid reader is unrivaled, transcendent, preeminent customer service.

That is a level of customer service that anyone in any service industry should strive for. And if you don’t think real estate is a service industry, then you need to consider a new profession.

Technorati Tags: customer service, Point 2 Agent, Barry Willick

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13 Responses

Jim Duncan

January 22nd, 2007 at 6:10 am
1

Now that is remarkable customer service and almost enough for me to switch sites (but Ubertor’s customer service has been extraordinary as well). It is all too rare that this type of service is provided.

It is important to relate positive as well as negative customer service stories; I do it as well.

Thank you for sharing.
Norm Fisher

January 22nd, 2007 at 7:34 am
2

Jay, what a great post.

While you are absolutely correct that great customer service seems to be the exception, your story about Point2 seems typical of what any customer might expect of them. As a fairly recent covert, I have been amazed at the fast response that I’ve received any time I’ve needed them. They have a team that is excited about helping REALTORS® succeed online and they really do go above and beyond.

You note that “purists scoff at a template based site.” I think it’s important to note that while Point2 makes a “template” site available to those who don’t have the desire to delve into more complicated authoring; their product also allows web savvy agents like you to build a unique site from the ground up. If one wanted to do so, you could eliminate all template material and build a site from scratch. I mean, here you are playing with html and css. Not your typical template.

I was born and raised in Saskatoon, the home of Point2. I recall their early days when Brendan beat the path and spent hundreds of hours talking to local agents about web marketing. Their desire was to create a product that would drive traffic to agents and help them turn those leads into clients. In my arrogance, I ignored Point2 for a long time thinking that I knew this gig better than they ever would. When I signed up for a “trial” last October I was blown away by all of the goodies which I found in my “office.” Moreover, I am super impressed by the traffic which is being driven to my website by their initiatives. Point2Homes and the new blogging application are fine examples of that. My numbers are going through the roof and in large part, I have Point2, my web marketing partner to thank for that.

Thanks for patting them on the back today.
Reseg

January 22nd, 2007 at 10:15 am
3

Typing in “point 2″ in google, your website it on the first page of results. I’m sure that doesn’t hurt your chances of them going above and beyond to serve you.

Then again, maybe they don’t know this and just go above and beyond for everyone

As far as your template comment, my only problem with template websites is probably 99% of scammers out there use templates. That of course doesn’t mean 99% of template users are scammers. If a company puts time and money into developing a website around their specific needs as well as those of their client and customers, I personally feel it’s a safer bet (at least with online shopping). Most scammers want to get in and out quickly so they throw up a template, scam as many as possible and move on to the next chance to make a buck.

In real estate it’s probably not as big of an issue, but in things such as technology and pharmaceuticals they’re a dime a dozen. Template websites set up to look professional collecting credit card information until they’re shut down and another is already there to replace it. That mentality carries over to all areas of the internet for some of us and the habit of looking down on them is unwarranted of course. It’s a great alternative to dumping a ton of money into developers (if you’re not a programmer a graphics guy yourself) and get you up and running quick.
Jay - The Phoenix Real Estate Guy

January 22nd, 2007 at 4:06 pm
4

Thanks for commenting folks. Great points made by all.

Reseg, there’s no question that many of the folks at Point 2 know about me. I’ve talked to many of them, and they’ve graciously asked me to speak with the media about them on a couple of occasions. Often I take over their user forum. But from what I’ve seen, they provide superior service to EVERYONE, even those who have only the free level of Point 2 membership.
Michael Price

January 24th, 2007 at 3:01 pm
5

I have a different story to tell. I received an e-mail from a client today with the subject line “Houston We Have a Problem”

Hi Michael,

“I called Point 2 Agent today to begin set up for our new website for *******. According the customer service agent and the sales agent that I spoke to today, they do not support podcasting. He said we can load audio, but if it requires code being sent to them, it cannot be supported. I must have misunderstood something or I am not explaining something correctly to them. Do you have a contact there is sales that can help me or can you please confirm whether you have worked with Point 2 Agent with this product?

I look forward to your response.”

I should have checked further into the features and limitations of this product before I endorsed it. I even told them that the upgrade package was the way to go because it has the ability to be customized. It’s my fault, I used to be in the “Template Based” web site business a few years back. I assumed that the industry had progressed enough to the point where they would take a few seconds out of their hectic schedules to test a simple JavaScript or offer a potential client an alternative. I also have seen a number of glowing reports on Point2 here and in the Real Talk list. At the very least, I would think they should have investigated the matter further. Z-57 is their current provider and that experience was even worse. I decided to get online and went to Ubertor’s live Chat to ask for an answer, someone came on line quickly but after waiting for what seemed a very long time for any kind of answer, I just gave them my phone number and asked them to call me. That was about an hour ago.

Is there a Templated Web Site company out there that has insanely great customer service? Can someone who matters call me from Point2 and discuss the issue with me? My email is mprice at mlpodcast.com, I will be glad to forward my number.
Jay - The Phoenix Real Estate Guy

January 24th, 2007 at 4:31 pm
6

Mike -

You can add JS code to a Point 2 site. If you’d like, email the code for a podcast and I’ll throw it up on a test page on my site and send you the URL.

I suspect your client may have gotten someone at P2 support that didn’t fully understand the question. They may not “directly” support podcasting. And they won’t add code to someone’s site. But you can *definitely* add JS to a P2 site. I do it all the time.

There are many things Point 2 doesn’t “support”, but they can still be done. Call Point 2 and ask if they support custom menus and custom forms, and they will say “No”. But there are “work arounds”. My site has custom menus and is loaded with custom forms.

And I haven’t forgot your offer! Just been crazy buzy…

Jay
Jay - The Phoenix Real Estate Guy

January 24th, 2007 at 5:59 pm
7

Here you go Mr. Price!!

Check out:
http://www.thompsonsrealty.com.....76329.html

I had to download the “AC_QuickTime.js” script to my own server (though there is a way to host that directly on the P2 site, I think - almost certain) and change the image references to full URLs as you had relative references to your site.

There may be two versions, the “full” version, and the video only version, showing for the next couple of hours. I started by just iframing the video only (which works). Once I got the full version working, I deleted the video only version, but P2 caches stuff and sometimes it takes a couple of hours to clear on the public side.
Michael Price

January 25th, 2007 at 9:21 am
8

Jay,
Regarding the AC_Quicktime JS, that is just a script that allows people using IE on a PC to not have to activate the control and we can show people how to easily integrate that if they want to actually embed the whole video, usually they will just link to the content of individual episodes. I like how you did that though. What I was more interested in was the ability to integrate our live feed Java Script element, which you have shown works with no problem in your P2 site. Thanks.

Point2Agent should take a great deal of pride in evangelists such as you. Your involvement in this has not only helped them save a client, it will go a long way toward helping them garner new business. I am impressed with how quick Jim responded and communicated to his customer service staff. I’ve found the faster you can bridge the gap between perception and reality, the better off you are in the long run.

Most blog posts regarding ROI and RE blogging focus on leads, search engine placement etc. as bellwethers of success. As I’ve stated before, community and the relationships that are established are equally as valuable to the effort and should always be factored into your success quotients.

I’ll leave you with something that someone said to me yesterday that made me feel pretty good.

Blessya!

MP
Michael Price

January 25th, 2007 at 3:48 pm
9

Update:
The client has put their decision to go with the P2 professional site on hold. They are talking to Top Producer about their product next week. I am unfamiliar with it, however, they did tell them that the integration of MLPodcast content is not an issue.

Anyone familiar with what they have to offer? I’ve only known TP as a contact management product.

MP
Jay - The Phoenix Real Estate Guy

January 25th, 2007 at 5:47 pm
10

I didn’t even know TP had a website product… I’ll have to check it out.

Integrating your live feed Java Script element into Point 2 takes literally seconds. Just copy/paste it into a Point 2 “custom content block”. No tricks, no manipulation. Just copy and paste.
Debbie Cook

January 27th, 2007 at 3:35 pm
11

Jay,
I ignored my point2 site for a long time because I didn’t know enough about technology to make my site “look decent” Now that I have some technology smarts (although not that much, but still learning)I am thinking that my Point2 site is the best thing to happen since sliced bread! And you are right about their customer service! I can never use a user manual or a tutorial because I think I can never find MY particular PROBLEM in those things or don’t know WHAT my problem really is!? I do better talking to a live person and POINT2 really delivers on that. All I wanted to know was why I couln’t add a photo on my site. They got back to me right away and walked me through it quickly. I was impressed! I mentioned Point2 sites at our sales meeting this week, too my suprise none of the agents in my office of 130 agents had ever heard of Point2. Any agent who is not even trying a Standard site is crazy!!
Keith Jeppson

June 8th, 2007 at 7:04 pm
12

I’m going to give point2 a call. I’m looking for somewhere to move my Advanced Access site.
Jay - The Phoenix Real Estate Guy

June 8th, 2007 at 8:09 pm
13

Keith - for more info, check here:

http://www.thompsonsrealty.com.....76371.html