Every once in a while, I get to chat with a really good Web shop that designs good looking websites for brokers and agents. In this case, it was a "cheer up," kind of phone call.
In the story below, we have a (real) real estate agent that fired Real Estate Webmasters for being rude, pushy, expensive and not returning their calls.
The new website firm did a complete overhaul of the agent's old site, added a robust IDX system and a Word Press blog for less than $2,000. Their on going services included Social Media coaching, SEO and they're open six days a week to answer customer service calls.
Ten months ago, the firm says they could no longer afford the $200 a month SEO service and the firm said okay, we'll drop you to $99 a month and keep the IDX, the website and blog.
IMPORTANT: It needs to be said that the search terms for their area showed their website organically on page 3 of Google. Had the agent continued the SEO service, it was pretty easy to see that a page one position was only two or three more months away.
The agent felt that 3 more months of $200 a month SEO was not worth it. 13 months of SEO work only to turn back when you see yourself on page 3 and you gave up.
Are you KIDDING me? This is unadulterated stupidity if you ask me.
Two weeks ago, the firm calls the web design house and says they're moving to Host Gator for $10 bucks a month.
The web firm asked the agent and their virtual assistant ( who was also digitally clueless ) about getting an FTP account so they could help with the migration of the Website to Host Gator.
Two weeks went by. No answer from Host Gator. No surprise there.
Below is the final farewell letter the Web firm sent to the agent this week. No names were listed as that would be unethical and rude.
Dear ****************
We've done our very best to help you in this transition. But Host Gator will not give us a return call nor an email with your new FTP information. Therefore, we cannot do anything to migrate your website and blog from our server to theirs. Our hands are tied.
You left Real Estate Webmasters because of LACK of customers service, no answers and you went on for hours stating how they were just a group of very rude people when we first signed you up.
It's not a good idea to go backwards. You and ********** are in the "Digitally challenged," pool of REALTORS and their's nothing wrong with that.
Host Gator's $10 bucks a month service is designed for people who just need a few megabytes of storage space and who can manage and maintain their own content. Websites powered by IDX MLS systems, forms and blogs will need a bit of TLC every month.
Meaning you have to either;
a.) Know how to do these changes yourselves every month, or
b.) Hire someone to do the tweaks, and install the updates when they come around.
Host Gator doesn't care about your ranking on Google. They couldn't care less how much you know about social media. Host Gator will not greet you warmly by name when you call, nor do they seem to know any good Microsoft jokes. Host Gator only cares that you make their $10 payment every month.
So from anybody's view point -- you're going back to the same kind of people who don't care about you and you'll be getting "crappy at best," customer services again as evidenced by the fact nobody at Host Gator cares to answer my questions about FTP so I can help you make the transition.
Your IDX costs us $30.00 a month. That is what we have to pay every month just to keep your hot sheets running and plugged into your ********** MLS.
Your blog and hosting costs us $19.00 a month.
********* -- on stand by for you and for making changes to your website for (2) hours a month is another $40.
Total Costs: $89
Your monthly charge: $99
Our NET Profit on your job every month is: $11 dollars. I can assure you nobody is living large on that kind of profit margin over here. We keep our services affordable as best we can.
For that $99 a month, you get courteous people answering the phones six days a week. You get fast answers to your emails. You get greeted by name when you call, and we say thank you for your time and your business before we hang up the phone.
We cannot host your accounts for free -- and we cannot keep waiting for answers that will never come from Host Gator so we can help you with this web transition.
We are burning your website and blog onto a CD-ROM and sending this off today along with a farewell $25 gift card from Amazon.
Good luck to you. Should you ever change your minds and find that you really like that we're open six days a week... the Welcome Mat will always be there for you.
Farewell,
******************
***********************
Okay, I'm back. That was the end of their email to the agent.
Did you READ the closing part of the web firms's farewell. Wow. You want to talk about customer SERVICE! What firm do you know will give you a $25 dollar Amazon gift card as PART of their farewell after you fire them?
My mom is great at giving me a "guilt trip."
But this one from that Web services firm really takes the cake. I'd feel like a 3rd class heel if I were that agent right now. Because $99 a month for IDX, Website, Blog, Social Media training and six day a week customer service is about as WOW as you're every going to find.
But people sometimes make stupid mistakes. And I can profess, this agent will be OUT of business inside of a year. The Death of another REALTOR's business. It happens every day. Tsk. Tsk. The sad part of this -- it doesn't have to END that way.
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