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Life of a consumer

Everytime I connect with a customer service department.

I am bracing for the worst and hoping for the best.

After I punch in my account number and answer questions that are predetermined.

I am bracing for the worst and hoping for the best.

When I go to the Walmart on a Sunday afternoon at 2 p.m.

And see that the back lot may be my only option.

I am bracing for the worst and hoping for the best.

When I have to squeeze a million things in to the day.

And the nurse's office at school calls to tell me my child does not feel well.

I am bracing for the worst and hoping for the best.

Who am I?

I am a past homeowner.

I am a woman who had to do most of the legwork on her own to get her house sold.

I am a woman who should have made a better decision in a real estate adviser.

But I made the wrong choice.

And now I am jaded.

But willing to try again.

When I call to connect with you, please pick up your phone.

Please answer my questions if I ask you in a courteous manner. To you they may be rudimentary, to me they are not.

Please don't balk at my price range...if it's not possible, please tell me, or better yet, show me why.

I want to believe that you can help me.

I am bracing for the worst, hoping for the best.

I am a bleary-eyed, ever hopeful, yet skeptical, consumer.

Posted by Rebecca Levinson, Real Estate Marketing Consultant on 03/18/2008 11:07 PM

Comments (12)

consumerism, real estate buyers

12 Comments on Life of a consumer

MAR

2008

Hang in there. Whenever I call those hotline service departments I can barely hear them speak. My voice raises and then they think I'm getting angry. Your post summed up a myriad of frustrations.

Good Post, if you do not enjoy answering even the most basic of real estate questions you will not be a very good Realtor.

And when I call customer service I am just hoping for English

I've been in Customer Service in one way or another for over 20 years..and, yes, I still consider myself in Customer Service as a Real Estate Agent. I always remember, the customer is always right, and everyone is entitled to my best. nothing makes me more frustrated than lack of service, or rude reps, or the automated voice at the end of the phone.

we were acosted by the receipt checker today at SAMS Club. He was not doing what he was supposed to be doing. So when we just walked out the door he came running after us cursing. Very bazarre may change membership to costco. Thank goodness hubby was with me or he would not have believed what happened

Rebecca,

Since real estate agents are usually business owners, they are responsible for their own customer service departments. Makes me wonder about how effective mine is working!

Rebecca - I loved this post. Very creative and evocative. Great job! I have had a similar theme in mind for a post recently, but I haven't ever sat down to bang it out. I like being the surprising "good agent" for people like this.

MAR

2008

Rebecca--You have hit the nail on the head with this...Everytime I pick up the phone, I hope for a friendly voice but am often resigned to the fact that customer service is not what it used to be. As Realtors we have an opportunity to make a difference with our service!

Cautiously optimistic. That is how most clients come to us. We should applaud the consumer who takes a chance on contacting us and give them the best and most respectful service possible.

Andrew- Thanks for the words of encouragement. Much of this is autobiographical, and some is observation:-)

Rob- Me too. I took French for 7 years, hasn't gotten me too far.

Cathy- Your roots will make you that much better in your real estate business.

Sandra- Geez...what is with the respect these days?

Richard- The fact that you think about it speaks volumes for your service. I am sure it's great.

Jason- And funny thing right, it's the real estate industry that gets picked on, but we do see this in every industry. The consumer gets tired of fighting back OR used to fighting everything.

Teri- Exactly right. "Opportunity is a great way to put it".

AND at the same time, respect earned should also be respect in kind. I would never advocate letting a client walk all over you, regardless of their past experiences.

Within the first minute of your call, hopefully I would have turned your doubt into hope. By the end of the call, hopefully I would have provided you with comfort so that you'll never have to "brace yourself for the worst" when calling me again. Otherwise, I didn't do my job.

MAR

2008

Rebecca, you get right over here to me, you will know the meaning of being loved by your agent. LOL. What a great post. I want to be the person that makes the nonbeliever believe in agents again.

MAR

2008

Eugene- I like your poetic flare.

Audrey- Sprinkle your pixie dust and I'm sure that will happen:-)

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