Comments on: The Lost Art of Customer Service http://www.phoenixrealestateguy.com/the-lost-art-of-customer-service/257 Phoenix Real Estate -- Anything and everything about it. Plus random musings... Now with Phoenix area MLS Listings Search! Fri, 05 Sep 2008 17:08:52 +0000 http://wordpress.org/?v=2.5.1 By: Jay - The Phoenix Real Estate Guy http://www.phoenixrealestateguy.com/the-lost-art-of-customer-service/257#comment-15056 Jay - The Phoenix Real Estate Guy Sat, 09 Jun 2007 03:09:27 +0000 http://www.phoenixrealestateguy.com/the-lost-art-of-customer-service/257#comment-15056 Keith - for more info, check here: http://www.thompsonsrealty.com/Get_a_Point_2_Agent_Web_Site_-_FREE/page_1676371.html Keith - for more info, check here:

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

]]> By: Keith Jeppson http://www.phoenixrealestateguy.com/the-lost-art-of-customer-service/257#comment-15055 Keith Jeppson Sat, 09 Jun 2007 02:04:51 +0000 http://www.phoenixrealestateguy.com/the-lost-art-of-customer-service/257#comment-15055 I'm going to give point2 a call. I'm looking for somewhere to move my Advanced Access site. I’m going to give point2 a call. I’m looking for somewhere to move my Advanced Access site.

]]> By: Debbie Cook http://www.phoenixrealestateguy.com/the-lost-art-of-customer-service/257#comment-11915 Debbie Cook Sat, 27 Jan 2007 22:35:36 +0000 http://www.phoenixrealestateguy.com/the-lost-art-of-customer-service/257#comment-11915 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!! 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!!

]]> By: Jay - The Phoenix Real Estate Guy http://www.phoenixrealestateguy.com/the-lost-art-of-customer-service/257#comment-11908 Jay - The Phoenix Real Estate Guy Fri, 26 Jan 2007 00:47:45 +0000 http://www.phoenixrealestateguy.com/the-lost-art-of-customer-service/257#comment-11908 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. 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.

]]> By: Michael Price http://www.phoenixrealestateguy.com/the-lost-art-of-customer-service/257#comment-11907 Michael Price Thu, 25 Jan 2007 22:48:02 +0000 http://www.phoenixrealestateguy.com/the-lost-art-of-customer-service/257#comment-11907 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 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

]]> By: Michael Price http://www.phoenixrealestateguy.com/the-lost-art-of-customer-service/257#comment-11900 Michael Price Thu, 25 Jan 2007 16:21:50 +0000 http://www.phoenixrealestateguy.com/the-lost-art-of-customer-service/257#comment-11900 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 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

]]> By: Jay - The Phoenix Real Estate Guy http://www.phoenixrealestateguy.com/the-lost-art-of-customer-service/257#comment-11895 Jay - The Phoenix Real Estate Guy Thu, 25 Jan 2007 00:59:38 +0000 http://www.phoenixrealestateguy.com/the-lost-art-of-customer-service/257#comment-11895 Here you go Mr. Price!! Check out: http://www.thompsonsrealty.com/mlPodcast_Test_Page/page_1776329.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. 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.

]]> By: Jay - The Phoenix Real Estate Guy http://www.phoenixrealestateguy.com/the-lost-art-of-customer-service/257#comment-11894 Jay - The Phoenix Real Estate Guy Wed, 24 Jan 2007 23:31:07 +0000 http://www.phoenixrealestateguy.com/the-lost-art-of-customer-service/257#comment-11894 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 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

]]> By: Michael Price http://www.phoenixrealestateguy.com/the-lost-art-of-customer-service/257#comment-11893 Michael Price Wed, 24 Jan 2007 22:01:54 +0000 http://www.phoenixrealestateguy.com/the-lost-art-of-customer-service/257#comment-11893 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. 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.

]]> By: Jay - The Phoenix Real Estate Guy http://www.phoenixrealestateguy.com/the-lost-art-of-customer-service/257#comment-11886 Jay - The Phoenix Real Estate Guy Mon, 22 Jan 2007 23:06:36 +0000 http://www.phoenixrealestateguy.com/the-lost-art-of-customer-service/257#comment-11886 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. 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.

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