Working for a broker who is also a Social Media consultant, I am usually trying to keep up with (whether I want to or not) the methods of applying it to my business.  Instinctively, I try to use Social Media to brand myself and develop a decent presence among the digital community.  However, I accidentally stumbled upon one, major disadvantage Social Media can have towards your business today.

My broker, Jason Crouch, is also the co-founder of 210 Consulting.  As part of his platform, he has a Social Media talk show which airs on Tuesdays on Blog Talk Radio.  You can listen to archived shows here.  They typically have a Social Media winner and Social Media loser of the week.  This is usually determined by the best / worst service that one experiences from a business via Social Media.  This is the basic level in which we view customer service and Social Media.  If you've read my last post, you know that customer service is somewhat of a big deal with me.

Let me share with you what happened today.  Once again, if you've read my last post, you would know that I have had some issues with my last financial institution.  Today, I went in to tie up some loose ends.  I've already fired them, but also believe in being a responsible customer.  When I left the building, I was again, infuriated.  Since I have been using Twitter a LOT lately, I've developed a habit of immediately reaching for my phone almost everytime I have a thought.  Well, guess what I was thinking as I left the bank?  My "former" bank is on the way home and about 2 minutes from my house.  After I got home (2 minutes later), I logged on to Facebook and Twitter just to see what was going on.  I already had a comment thread for the tweet I had just sent not more than a few minutes ago.

It hit me.  Social Media has brought "word-of-mouth" to a whole, new level.  As businesses use Social Media to attract customers, customers are using Social Media to tell their sphere of influence about their customer service experiences.  Businesses and consumers have effectively started a digital stand-off within the realm of Social Media.

Here's a practical scenario.  I own / manage a business and start a Twitter page so you can follow our activities and any specials.  I can also use this as a medium to communicate with you, the consumer.  This is potential problem number 1.  Our tweets have just become a public forum.  Now, take it one step further.  If I upset or disappoint you, all it takes is a little #hashtag and our business has now spread like wild-fire.  The average twitter user has 126 followers.  Remember when we were told that an unsatisfied customer was thought to tell 10 people about their experience?

Hear me right so you don't hear me wrong.  I am in no way saying that Social Media is a playground where you can act irresponsibly and slander people.  I am saying that Social Media does give you a radical voice as a consumer.  Use it wisely.

Photo Credit: http://www.cgonlinemarketing.com/images/social_media_collage.jpg

As much as I don't want this posting to turn into a rant, I might not be able to help it.  I have had a really rough and interesting week in the customer service world - shocking, appalling and extremely eye-opening!  I want to share a couple of things that I experienced this week.  I also want to pose the question, "Customer Service and Customer Loyalty - Why is it dying?"

It seems that the lifetime value of a customer is perceived to be zero.  Why do companies spend millions of dollars attracting new customers when it is easier and much more cost-effective to retain the ones they have?  I am not saying that a company shouldn't grow their business, but why do companies offer little-to-no incentive to continue to do business with them?  Has the continuing evolution of technology completely replaced almost ANY kind of face-to-face or voice-to-voice communication?  These are just some general questions I have which will probably prompt a little interaction on this post.  In the following lines of text, I will NOT be protecting the identity of the guilty parties.  *Sigh*

United Heritage Credit Union (formerly Bergstrom Federal Credit Union)
Member since: 1981
Issue: There was an unauthorized transaction on my account which resulted in a negative balance.  Consequently, I also had some transactions that upon posting, generated quite a few NSF fees.  In addition to their don't-care attitude, no one has made an apology or the slightest effort to investigate the issue.  I have been a customer for quite some time.  Apparently, 3 decades of customer loyalty means absolutely nothing. I have since changed financial institutions and never intend to go back.

State Farm Insurance (I'll exclude the specific agent)
Customer since: 1996 (my parents have been customers since 1981).
Insurance Policies: Home, multiple autos, multiple boats, personal articles
Issue: Of course, after having to abruptly change banks, I cancelled my auto-draft payment.  I was told by their representative the best thing to do is let my policy expire and then reinstate it.  I was told I owed no balance and could reinstate my auto policy for roughly $50-$60.  Today, I receive a phone call stating I owe 3 months worth of premiums (it was autodrafted monthly the entire time)?  What the heck?  Again, I was encountered by a don't-care, apathetic attitude.  My other browser window is currently obtaining insurance quotes.

Sprint PCS
Customer since: 1999
Issue: Out of the 3 lines on this plan, I wanted to make an adjustment to 1 phone number.  I called customer service and was told I needed to take the issue to the Sprint store.  The Sprint store tells me I need to call customer service.  I really don't have time for this...

Time to switch from multiple companies after several years of business...  After more than a decade in retail and now in real-estate, it seems I was definitely taught a different philosophy in the realm of customer service.  It does make me think, though.  Do I appreciate my clients?  What lengths am I willing to go to keep their business?  I thank these three companies for giving me some insight as to what NOT to do!

Photo Credit: Condiment note - http://www.tuvox.com/blog/conserve-those-customers/

30th Birthday Itinerary!

SLEEP IN!
8am - Java w/ Jesus
9am - Shipley's Donuts
10am - Call clients / write blogs / run errands
1pm - Play some bass and checkout some amps @ Guitar Center!
130pm - Lunch w/ parents @ Cheddar's
330pm - Show houses
7pm - School of Leaders @ Austin Power House Church
9pm - Hot wings at Buffalo Wild Wings? w/ brothers and sisters in Christ

I think there is only one way to describe La Ventana in Driftwood, TX - WOW!  As Austin and its surrounding area becomes a busier metroplex, some people find themselves looking for a quieter alternative.  Only minutes from Austin, La Ventana in Driftwood, TX is neatly tucked away into the heart of the Texas Hill Country.  Though it has a quieter and more rustic feel, the homes in this beautiful community are very modern, spacious, extravagant, and unique.

There are currently 10 homes for sale in La Ventana.  There are also 27 lots that are listed in which to build your very own, custom dream home.

At the time of this posting, these 10 homes in La Ventana have an average listing price of $718,730.  The average size of these homes is 4032 sq ft. at an average price of $172.22 / sq. ft.  Although, the price / sq. ft. may seem a little higher, keep in mind that these homes sit on an average of 2.5 acres of land.  An additional home is currently under contract, but taking back-up offers.

There are also 27 lots currently for sale in La Ventana.  There are 25 single lots at an average size of 2.55 acres.  The average price for these lots is $138,196 at an average price of $57,953 / acre.  There is also a group of adjacent lots for sale that totals 27.68 acres.  It is listed at $775,000 for a price of $27,999 / acre.  The last lot in La Ventana is a 26.5 acre Farm and Ranch lot.  The current owner is building a pond to make it eligible for the wildlife exemption!  It is listed at $599,000 for a price of $22,587 / acre.  There is one additional, single lot currently under contract, but taking back-up offers.

Year to date, 11 homes have sold in La Ventana.  With an average sale price of $473,027, sellers were seeing 95% of their asking price with an average list price of $500,418.  (NOTE: These prices do not include closing costs, etc.)  This boasted an average sales price of $129.43 / sq. ft.  Keep in mind, these homes sit on an average of 2.5 acres of land!  Homes remained on the market anywhere from 11 to 713 (rare) cumulative days for an average of 251 cumulative days on the market.

Year to date, 5, single lots have sold in La Ventana.  With an average sale price of $67,680, sellers were seeing 90% of their asking price with an average list price of $75,540.  (NOTE: These prices do not include closing costs, etc.)  This boasted an average sales price of $31,530 / acre.  Lots remained on the market anywhere from 73 to 868 cumulative days for an average of 265 cumulative days on the market.  One lot even sold within 3 days after listed with a new agent.

Whether you're looking for a beautiful, spacious home that sits on 2.5 acres or are looking for a sizeable lot in which to build your dream home, give me a call.  I would love to show you everything La Ventana in Driftwood, TX has to offer.  The views and wildlife make this community absolutely enchanting!

The following is just a sneak-peak of La Ventana!

Gated access for added privacy.

Stunning views!

Wildlife!

La Ventana - Lavishly appointed!

With summer break quickly coming to an end, many families are getting ready to make a move before school starts back up.  Many of these families have happily chosen Plum Creek in Kyle, TX as the new place to hang their hat!

As I drive around in my community, not only do I notice people moving INTO the neighborhood, but I also notice some of my neighbors preparing their houses to put them on the market.  I've never seen so many garage sales in my life!  As Plum Creek in Kyle, TX has become a sought-after community, I started to wonder, "Why would anyone want to leave this neighborhood?"  The fact is, they aren't!  They are simply moving within the neighborhood to find more appropriate housing.  Many younger families continue to grow and need some more bedrooms!  On the flip-side, with graduations having recently taken place, many families are becoming empty-nesters as the kids head to college - and consequently need less space.  In fact, my next-door neighbor just moved down the street because she didn't need a 2-story house anymore!

There are currently 37 homes for sale in Plum Creek.  This may seem like a lot of houses.  However, not only are residents moving within the community, but there are many brand-new houses being built as the subdivision continues to be developed.  At the time of this posting, these 37 homes have an average listing price of $171,197.  The average size of these homes is 2043 sq ft. at an average price of $86.45 / sq. ft.  This is up to $20 / sq. ft. less than many comparable houses in Austin!  An additional 2 homes are currently under contract, with 1 of them taking back-up offers.

Year to date, 54 homes have sold in Plum Creek.  With an average sale price of $161,167, sellers were seeing 98% of their asking price with an average list price of $164,292.  (NOTE: These prices do not include closing costs, etc.)  This boasted an average sales price of $88.87 / sq. ft.  Homes remained on the market anywhere from 1 to 282 (rare) cumulative days for an average of 63 cumulative days on the market.

Undoubtedly, the most appealing attributes of Plum Creek are its amenities.  I am going to borrow the old saying, "A picture is worth a thousand words."

Plum Creek Private Lake

Plum Creek McNaughton Pool (1 of 2 Pools)

Plum Creek Basketball Court

Plum Creek Golf Course

IMPORTANT NOTE FOR CLIENTS AND AGENTS: As I was working on this post, I noticed many agents have posted other, non-Plum Creek homes in the Kyle, TX area with Plum Creek in the subdivision field of MLS.  For example, homes are listed as, Subdivision at Plum Creek.  Please be advised that these homes are NOT part of Plum Creek and do not have access to the features and amenities of the Plum Creek Community.

Helpful Links:
http://www.plumcreektx.com - Plum Creek
http://www.plumcreekhoa.com - Plum Creek Home Owner's Association
http://www.plumcreekgolf.com - Plum Creek Golf Course

Photo Credits:
Model Home - http://www.plumcreektx.com/index.php?pid=7&name=New-Homes
Private Lake - http://www.plumcreektxhoa.com/plumcreek/facility_detail.asp?id=2&name=Plum+Creek+Private+Lake
Pool - http://www.plumcreektxhoa.com/plumcreek/facility_detail.asp?id=1&name=Mc+Naughton+Pool
Basketball Court - http://www.plumcreektxhoa.com/plumcreek/facility_detail.asp?id=4&name=Basketball+Court+and+Pocket+Parks
Golf Course - http://www.plumcreekgolf.com/golf/proto/plumcreekgolfcourse/course/course.htm

I wanted to quickly address something which is affecting all of us - especially lately.  I was recently having a conversation with an acquaintance of mine.  He asked me how business was going.  Not that I was complaining, but I did mention that in the last month, I had 3 clients who were committed to buying a house ultimately decide to lease for at least another 12 months instead.  When he heard this, he stated that he "wouldn't mess with that."

I disagree.  Granted, I do not advertise apartment locating, etc., but think of the big picture...  If you take care of this client, you've essentially done about 4 major things.

1.  You have (hopefully) established a great repoire with them.  This is HUGE!  You've just been given the opportunity to win them as a customer for life.

2.  You have filled your pipeline.  Granted, it's 12 months from now, but you know exactly what they'll be up to in a year.

3.  You have earned a little money.  I know it's not closing on a $300K deal, but it's something.

4.  Once they've moved in to that apartment, why not send them a congratulatory / thank-you letter with a stack of your business cards and a $25-$50 gift card for Home Depot, Target, etc.  What kind of conversation does this start with their friends and family?  Who do you think they'll suggest when they are asked if they know any good realtors?

I know this isn't anything new to a lot of you.  But, maybe we just need a reminder of what this business is all about - marketing and creativity.  Truthfully, we are not in the real estate business selling to people.  We are in the people business selling real estate.

Photo Credit:
http://agedstock.com/images-seo/lease-vs-buy-1.jpg

THIS AS AN ATTEMPT TO COLLECT A DEBT AND ANY INFORMATION OBTAINED WILL BE USED FOR THAT PURPOSE.

Devil,

Be careful about what you try to take from me.  I have been keeping a very detailed ledger and have documented everything you owe me.  This letter is to inform you that your current balance is quite substantial and is due upon receipt.  Please be advised that in accordance with God's Word, you are not only responsible for the original balance, but are required to pay many times over what you have already decided to take.  Thank you for your immediate attention to this matter!

Sincerely,

James Johnson

Photo Credit: http://images.publicradio.org/content/2008/08/28/20080828_past_due_bankruptcy_18.jpg

Well, summer is officially here.  If you don't believe me - step outside.  It's 95 degrees as I write this and it will probably be in the triple digits tomorrow...

Summer also means it's time for families to prepare for the big move.  School is out and it's the perfect time to shop for a home and make it happen.  It's amazing how many people will move during the months of June and July!

I recently had the opportunity to take some clients out to Canterbury Trails in Austin, Texas.  They were very pleased to see what this quiet, secluded neighborhood has to offer.  Across Manchaca from Olympic Heights, this neigborhood is established and welcoming.

Canterbury Trails is a very affordable community.  Clients are often surprised as to just how affordable it is!  There are currently 5 homes for sale in Canterbury Trails.  At the time of this posting, these 5 homes have an average listing price of $159,240.  The average size of these homes is 1495 sq ft. at an average price of $107.34 / sq. ft.  An additional home is currently under contract.

Year to date, 9 homes have sold in Canterbury Trails.  With an average sale price of $166,222, sellers were seeing 99% of their asking price with an average list price of $168,244.  (NOTE: These prices do not include closing costs, etc.)  This boasted an average sales price of $104.57 / sq. ft.  Homes remained on the market anywhere from 14 to 136 cumulative days for an average of 56 cumulative days on the market.

If you're looking to buy in Southwest Austin, let me show you what Canterbury Trails has to offer!  Give me call!

As the first day of summer has now come and gone, many families are getting ready to make a move as things slow down for a couple of months.  As I drive around town, I see garage sales every weekend as people start to get ready for the big move.  It's amazing how many people will move during the months of June and July!

I recently had the opportunity to take some people out to Olympic Heights in Austin, Texas.  They easily found 3 properties that they truly, love.  The decision they currently wrestle with is which property to acquire.  I'll let you know if it comes down to a coin-toss!  I was actually going to purchase a home in this neighborhood about 5 years ago until I decided I wanted to be a little closer to San Marcos.  Hey, I'm weird like that!

A lot of people are unaware that Olympic Heights even exists.  Neatly tucked away into the quieter parts of South Austin, I wanted to quickly share the neighborhood and its amenities with you.

Olympic Heights is a very affordable, DR Horton, master-planned community.  Clients are often surprised as to just how affordable it is!  Perhaps being nestled up against Shady Hollow, people automatically assume it is out of their price range.  They were afraid of heights!  There are currently 15 homes for sale in Olympic Heights.  At the time of this posting, these 15 homes have an average listing price of $175,980.  The average size of these homes is 1724 sq ft. at an average price of $103.81 / sq. ft.  An additional 3 homes are currently under contract, with 1 of them taking back-up offers.

Year to date, 32 homes have sold in Olympic Heights.   With an average sale price of $165,630, sellers were seeing 99% of their asking price with an average list price of $168,089.  (NOTE: These prices do not include closing costs, etc.)  This boasted an average sales price of $110.70 / sq. ft.  Homes remained on the market anywhere from 0 to 211 cumulative days for an average of 52 cumulative days on the market.

Undoubtedly, some of the most appealing attributes of Olympic Heights are its proximity to town, quiet nature, adjacency to awesome neighborhoods such as Shady Hollow and its amenities.

If you're looking to buy in Southwest Austin, let me show you what Olympic Heights has to offer!  Don't be afraid!

Photo Credits:
Pool - http://www.olympicheights.org/olympicheights/facility_detail.asp?id=1&name=Community+Pool

"Fake it 'till you make it!"  How many people have heard this one before?  Not a week goes by, unfortunately, that I don't hear this leave someone's lips.  Consider for a moment, what is actually being said.

Life
We only get one shot at this thing called life.  Let me assure you - it is very real.  There is no faking your life.  Regardless of what you specifically believe, we are all here for a reason.  Actually, we are all here for a purpose.  Make sure everything you do is purpose-driven.  Rick Warren wrote a book, "The Purpose Driven Life."  It is not a coincidence that it has sold more than 30 million copies.

Family
There is no room for faking, here.  In fact, family realtionships are REAL.  Think about it - things are probably more real at home than anywhere else in your life.  Granted, it might also be the reason families can be dysfunctional, but it's because this is where your true colors show.  The reality causes friction and drama.  After all, isn't this why everyone is so suddenly drawn to reality TV, etc.  I think deep down, every one has a desire to get back to the roots of reality - especially in an age filled with superficial and artificial products, marketing and promises.

Profession
I hope you're not faking here.  Being real will sometimes cause you to swallow some pride, admit some faults and ask some questions.  Trust me, this is the only way.  I know I've inundated my broker with questions and emails, but I want to be real and honest.  Truthfully, this trait has always served my best interests in all of my previous undertakings.  Don't be afraid to not know something.  You can always ask.  Pride is a killer.  It starts small and ends in disaster.  Remember Enron?

I am going to keep this post short.  These are just a few thoughts I had today as I once again heard someone utter this absurdity.  You can fake it 'till you make it, but you won't make it!

You wouldn't want people to fake it with you...