Reviews and Commitment to Customer Happiness

Real Estate Technology with

One of the most important aspects of running a business is to communication with customers. We strive each day to learn how we can improve from our customers, and our entire team at is motivated to do what we can to help our customers. But it's not easy.

Here are some challenges you may face as well with customer support and keeping customers who are frustrated or upset engaged as you walk them through the solution:

1. Some customers today automatically believe they are being screwed. Unfortunately this is a challenge for every business. It doesn't really matter the magnitude of their issue, it seems like everyone goes from 0 to 60 and is yelling at your customer support people before they had a chance to even understand what is going on. My theory is that either 1) people believe they need to be angry in order to get the problem fixed or 2) people have been screwed over so many times, they just assume odds are it's happening again.

Either one is not ideal. We instruct our customer support to always make it right. Sometimes this is tough because expectations may be out of whack, or the customer wants something that is beyond our ability to devliver - but most for the most part it seems to work well.

2. Many customers don't take the time to learn the product (or even use it).  One of our biggest challenges is having customers invest time into learning the product and doing the training. When they skip the training, they find themselves calling support all the time and they begin to get frustrated. 

3. Many customers have unrealistic expectations. This is one of the biggest challenges of any product or service business. Making sure customer's expectations are aligned with what we can deliver. We invest a lot of time and energy into trainign and onboarding clients so they have clear expecations on what needs to happen to be successful with our product. 

It's important to understand both sides in order to provide good customer care. 

Knowing how to guide customers to have a good experience is step 1 in building a relationship, and then of course after they begin having a positive experience you want them to share that experience in a review or a testimonial.

Here is an example

This of course is not easy to drive positive reviews. Most reviews on the web are negative. But when you do have a negative review it's important to reach out the customer and find out why they posted a review instead of approaching you directly.

I am blogging about this to simply share our experiences and perhaps it helps you think about how you can make sure you have an open line of communication with your customers. 




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Michelle Carr-Crowe-Top 1% Diamond Certified Real Estate Team Sells Cupertino San Jose Homes-Just Call 408-252-8900
Get Results Team...Just Call (408) 252-8900! - San Jose, CA
Family Helping Families Buy & Sell Homes 40+ Years

Thanks for a helpful article about your system.

Sep 27, 2016 04:21 PM #1
Nickisha Shell
Long & Foster Real Estate, Inc. - Mitchellville, MD
Serving Your Community

How much east coast (Mid-Atlantic) business are you all doing?  Just curious as to how effective this would be in my area?

Dec 10, 2016 07:54 AM #2
Rich Swier - Sarasota, FL
We Predict Future Listings

Nickisha. Thanks for comment. You can register for demo on our website We have over 5000 agents on our platform. East coast to west coast.

Dec 10, 2016 07:56 AM #3
Beatrice M. Stambulski
John Aaroe Group - Sherman Oaks, CA
Sherman Oaks Real Estate

How many agents per zip code?

Jan 16, 2017 03:27 PM #4
Rich Swier - Sarasota, FL
We Predict Future Listings

We license our product exclusively to one agent per territory.

Jan 16, 2017 03:56 PM #5
Beatrice M. Stambulski
John Aaroe Group - Sherman Oaks, CA
Sherman Oaks Real Estate

What is the difference between your program and SmartZip?

Jan 16, 2017 06:48 PM #6
Rich Swier - Sarasota, FL
We Predict Future Listings

The difference between us and SmartZip can be found at

The big difference is we verify our data and generate leads proactively, and don't depend on direct mail. Also we are exclusive.

Jan 16, 2017 07:11 PM #7
Beatrice M. Stambulski
John Aaroe Group - Sherman Oaks, CA
Sherman Oaks Real Estate

Thanks! I set up an interview for Thurs.

Jan 17, 2017 03:52 PM #8
John Mosier
Realty ONE Group Mountain Desert - Prescott, AZ
Prescott's Patriot Agent 928 533-8142

I want to review your Service Agreement. The Agreement I signed with SmartZip is the most Draconian of any I have ever signed. I have a great respect for Predictive Analytics. I will investigate further to see my market area of focus is available with offrs.

I sold high-end business management software for many years. I am in total agreement with your post in regards to managing expectations. I am now following you on ActiveRain.

Mar 22, 2017 01:26 PM #9
Rich Swier - Sarasota, FL
We Predict Future Listings

Sure thing... our agreement (sample) is below. For our retail pricing we do month-to-month, for promos we have contracts 6-12 months (depending on deal)

Our contract protects you and includes language that is required by our data providers... but for the most part its simple and straightforward.






This Agreement ("Schedule") is entered into on March 22, 2017 ("License Effective Date") by and between BuyerHero, LLC dba ("offrs") and Raia Bot ("Agent"). 


Products: Territory ("Territory") U.S. Census Tract GEOID: 12115000200 described on Attachment 1


Terms and Conditions: 


1. Term/Termination. The initial term of this Schedule ("Schedule Initial Term") shall begin on the License Effective Date and shall continue for a period of 6 month(s) due to use of a PROMO CODE and DISCOUNTED PRICING, and thereafter shall continue and remain in effect until terminated as set forth below (the Schedule Initial Term and all renewal terms are the "Schedule Term"). Either party may terminate this Schedule to be effective at the end of the then-current Schedule Term by providing written notice via email to the other party at least thirty (30) days prior to the end of the then-current Schedule Term. Notwithstanding the foregoing, offrs may terminate this Schedule at any time with seven (7) days prior written notice. 


2. Authorized Use. offrs hereby grants to Agent a non-transferable license during the Schedule Term to use the Data set forth on Attachment 1 attached hereto for the authorized use ("Authorized Use") described herein in the provision of services ("Services") to "End User" clients. Any use of the Data that is not expressly set forth in the description of Authorized Use below is strictly prohibited. 


3. Data Fulfillment. offrs will supply updates to the Data on a 6-week basis during the Schedule Term. Agent agrees that offrs may change to Data elements listed on Attachment 1 at any time upon ten (10) business days' notice. Further, offrs may request that Agent return or destroy any Data elements at any time in the event that offrs receives notice of same from its data contributors.


4. Data Restrictions. 


4.1Data Sharing. Notwithstanding anything to the contrary in this Schedule, Agent may share data to any 3rd Party as long as the 3rd Party has registered on as a registered user and agreed to the terms of service.


4.2Resellers/Brokers. Notwithstanding anything to the contrary in the foregoing, Agent is prohibited from marketing and/or providing the Data to other resellers/brokers for the purpose of additional sales of the Data by such resellers/brokers. Any other use of the Data which is outside the scope of the Authorized Use described above is strictly prohibited in the absence of offrs's prior written consent. 


5. Data Use Terms 


5.1 Title. Agent acknowledges that the Data shall at all times remain the intellectual property of offrs, offrs's licensors and third party data owners (collectively the "Data Owner") who provided the Data to offrs, and that Agent has no proprietary rights whatsoever in the Data.


5.2Download or Copying of Data.  Agents agrees that is any data is downloaded and/or copied from offrs, they are agreeing to fulfill the entirety of this contract and if contract is cancelled before the contract expires they agree to pay in full all monies owed under this contract.


5.3Permitted Uses / Restrictions: Agent may use the Data provided pursuant to this Agreement, subject to the following:

      - The Data may be used for Agent's marketing programs to property owners.

      - All marketing communications used in connection with any list created by or for Agent derived from the Data shall (i) be devoid of any reference to any selection criteria or presumed knowledge concerning the intended recipient of such solicitation, or the source of the recipient's name and address; (ii) comply with all applicable federal and state laws, rules and regulations; and (iii) comply with all applicable privacy policies, ethical use and Fair Information Practices published by the Direct Marketing Association ("DMA") and (iv) be in good taste in accordance with generally recognized standards of high integrity. 

      - Agent agrees to furnish offrs, if requested, a copy of each mail piece, email message and/or telemarketing script using information derived from the Data.

      - Agent may not use the Data, in whole or in part, in the development of (i) any application that is outside the scope of this Agreement or (ii) any data products or services to be provided to third parties including, without limitation, any list enhancement or data appending service or product. 

      - offrs reserves the right to review and pre-approve the Agent's intended use of the Data prior to offrs's acceptance of an order. 

      - offrs is obligated to comply with certain restrictions and requirements placed upon the use of the Data by the Data Owners. Agent shall strictly comply with all restrictions and requirements now or hereafter imposed upon offrs by any Data Owner and made known to Agent in writing. 

      - Agent represents and warrants that, it has implemented and maintains an information security program that contains administrative, technical, and physical safeguards that are appropriate to its size and complexity, the nature and scope of its activities, and the sensitivity of any customer information at issue sufficient to protect the confidentiality of the Data.

      - Agent clients may not use any latitude/longitude Data elements to create (or assist in the creation of) a digital map database. A "digital map database" means a database of geospatial data containing the following information and attributes: (x) road geometry and street names; or (y) routing attributes that enable turn-by-turn navigation on such road geometry; or (z) latitude and longitude of individual addresses and house number ranges.

      - Agent agrees to comply with CAN-SPAM compliance when sending emails downloaded from offrs system.

      - Agent agrees to comply with Do-Not-Call compliance when calling phone numbers from the offrs system.


5.4Consumer Inquiries. Agent shall be responsible for accepting and responding to any communication initiated by a consumer ("Consumer Inquiries") arising out of Agent's use of the Data. Agent agrees that it will provide "in house" suppression to consumers, upon request by a consumer, from future marketing initiatives by Agent and agrees to honor any such request by suppressing such consumer information from Agent's marketing solicitations. No reference to offrs or the Data Owners in written or oral communication to a consumer or in scripts used by Agent in responding to Consumer Inquiries shall be made without offrs's and the Data Owner's prior written approval. 


5.5 Suppression Files. The Data products ("Products") are built using Suppression Files appropriate for that Product, including the Direct Marketing Association's Mail Preference Service and Telephone Preference Service files, e-mail suppression files, Data Owner opt-out files, FTC DNC file and the state Attorneys General suppression files, to flag an individual consumer as having opted out of receiving marketing solicitations. Except with regard to Agent's customers, Agent agrees to honor such consumers' elections not to receive marketing solicitations in any use of the Data and in the event that Agent does not honor such consumers' choice not to receive marketing solicitations, offrs and the Data Owner may cease delivery of the Data and/or Services and/or terminate this Agreement immediately. Agent acknowledges that neither offrs nor Data Owner guarantees that the names or telephone numbers of all such consumers have been flagged or removed from the Data supplied to Agent hereunder. Agent further represents that if Agent is telemarketing in a state that requires registration, Agent has registered in the applicable state. Agent acknowledges that it is Agent's sole responsibility to ensure that the most current suppression information has been applied to its files before such files are used for marketing and Agent agrees to defend, indemnify and hold harmless offrs and the Data Owner, as set forth below, due to Agent's failure to comply with its obligations set forth in this Section.


5.6 Audit/Non-Compliance. Agent agrees that at all times during the Term of this Agreement, it shall maintain current, accurate and complete books and records relating to its usage of the Data in compliance with the terms of this Agreement. Agent agrees that offrs, or any designee of offrs, shall have the right at any time to examine, inspect, audit, review and copy or make extracts from all such books, records and any source documents used in the preparation thereof during normal business hours upon written notice to Agent at least five (5) business days prior to the commencement of any such examination, inspection, review or audit. Such audit shall be strictly limited to those books and records which specifically relate to information pertinent to the use of the Data. In the event an audit reveals that you are not in compliance with the terms and conditions of this Agreement, you shall be responsible for the costs of the audit, as well as any and all damages resulting from such non-compliance including, without limitation, any special, incidental, indirect, or consequential damages whatsoever (including punitive damages and damages for loss of goodwill).


5.7Indemnification. Agent shall defend, indemnify, and hold harmless offrs and the Data Owner from and against any and all claims, demands, judgments, liability, damages, losses, costs and expenses, including reasonable attorneys' fees, arising out of or resulting from Agent's misuse or unauthorized use of the Data. offrs shall give Agent prompt written notice of any claim of which it has knowledge, and shall provide Agent with the assistance, information and authority necessary to perform Agent's obligations under this Section. 




5.9 Events Upon Termination. Upon the termination of the Agreement for any reason, Agent shall, at offrs's option, destroy or return to offrs the Data and any copies thereof and certify in a writing to be delivered to offrs within five (5) business days following such destruction or return that Agent has fully complied with the requirements of this Section. 


6. Suppression Files / Consumer Elections / Consumer Inquiries. 


6.1Suppression Files. Agent acknowledges and agrees that some Data has been developed using suppression files appropriate for the Data so provided hereunder, including the Direct Marketing Association's Mail Preference Service and Telephone Preference Service files, e-mail suppression files, Data Owner opt-out files, FTC DNC file and the state Attorneys General suppression files, to flag an individual consumer as having opted out of receiving marketing solicitations. Agent acknowledges that offrs does not guarantee that the names or telephone numbers of all such consumers have been flagged or removed from the Data supplied to Agent hereunder. 


6.2Consumer Elections. Agent agrees to honor all consumers' choices not to receive marketing solicitations ("Consumer Elections") in connection with the Agent Services made available pursuant to this Schedule as those choices are reflected in standard industry do-not-call and do-not-mail lists as well as the consumer's own preference as communicated to Agent. Further, Agent agrees that it will provide "in house" suppression capabilities on the Agent Product (i.e., the List rental file described in Section 2.1 above) to ensure that all consumer requests received by Agent, either directly or via an End User, to be removed from future marketing initiatives will be honored and such consumer information will be suppressed from the List rental file maintained by Agent pursuant to Section 2.1. In the event that Agent does not honor such Consumer Elections not to receive marketing solicitations, offrs may cease delivery of the Data and/or terminate this Schedule immediately until such breach is remedied. 


6.3Consumer Inquiries. Agent agrees to act as the first level of support to its End Users in accepting and responding to any and all communication initiated by a consumer ("Consumer Inquiries") arising out of an End User's use of the Agent Services. offrs agrees to cooperate with Agent and, when appropriate, the End User in responding to any such Consumer Inquiry when the Consumer Inquiry is directly associated with the Data provided by offrs. Agent agrees to notify the offrs account manager of any such Consumer Inquiry and the parties shall mutually determine and agree upon the appropriate response that should be communicated to the consumer. In connection therewith, upon Agent's receipt from its End User client of an express request which the End User client has received from a consumer for the source of the consumer's personal information used in an End User client's marketing solicitation, Agent may reference offrs as a source of such information to the End User and/or the consumer, provided Agent has verified offrs as the source. Agent must promptly notify offrs of such request and provide offrs with a transcript or written description of the communication with the consumer. For the avoidance of doubt, the parties acknowledge and agree that it is the End User's sole responsibility to ensure that the most current legally required suppression processing has been applied prior to marketing use of any Data provided to the End User. Further, under no circumstances may Agent publicize via marketing materials or media interviews the existing of this Schedule or Agent's use of the Data in the absence of offrs's prior written consent.


6.4Agent Privacy Policy. Agent agrees to provide to offrs, within five (5) business days of request, a copy of Agent's privacy policy on consumer rights and obligations as applicable to Agent's services.


7. Fees / Payments.


7.1Fees. The fees payable by Agent are as set forth on Attachment 1. 


7.2Payments To offrs. If Agent licenses a territory, the Agent agrees to pay to offrs all invoiced amounts for territory license, data, or marketing within five (5) days of invoice date, except in the event of a good faith dispute as to the calculation of an invoice. Agent shall immediately give written notice to offrs stating the details of any such disputed amount and shall pay any undisputed amount within thirty (30) days of the invoice date. The acceptance by offrs of such partial payment shall not constitute a waiver of payment in full by Agent of the disputed amount. Interest at the rate of one percent (1%) per month or the maximum lawful rate, whichever is less, shall be charged for each month or portion of each month past due on all amounts not paid within thirty (30) days, and offrs reserves the right, in addition to exercising its other remedies as provided by law or equity, to suspend any further delivery of the Data until such time as the overdue payments, plus any applicable interest payments, are made. Agent's failure to pay within thirty (30) days from the date of invoice shall constitute a default of this Schedule and the Agreement. Unless otherwise specified, all charges are exclusive of taxes. Agent agrees to pay all taxes (including, but not limited to, sales, use, excise, value added and gross receipts taxes) levied in connection with this Schedule, except taxes based upon offrs's net income or corporate franchise; provided, however, that Agent may order the Data on a tax exempt basis by providing a properly executed resale certificate to offrs.


7.3 Termination Charges. Cancellation, termination or default by Subscriber of this Subscription agreement prior to the end of the Term will result in the immediate acceleration of all charges due and to be due under this Subscription Agreement (the "Termination Charges"). Termination Charges include prior outstanding balances (including any accrued interest charges, recurring Service, a cancellation fee of $200, and all associated Taxes and Fees from the date of cancellation though the end of the existing Term, all of which will be immediately due and payable. Subscriber hereby authorizes Offrs to charge/debit Subscriber's authorized payment account for all Termination Charges in the event this Subscription Agreement is cancelled or terminated by Subscriber or by Offrs (as a result of default by Subscriber) prior to the end of the existing Term. Subscriber agrees that the damages and losses Offrs would incur from subscriber's early cancellation, termination or default are difficult to ascertain at the time this Subscription Agreement is entered into, and the Termination Charges are a reasonable estimate of those damages and are agreed upon liquidated damages are not a penalty. 


8. License Suspension. offrs may suspend the license if, in its reasonable judgment, offrs determines that Agent's activities are illegal or in violation of the published policies regarding privacy and data protection of any trade association of which offrs is a member. Such a suspension of services shall not constitute a default under this Schedule or the Agreement. In such event, the parties agree to use their best efforts to implement an alternative method of performing the services. In the event that no such alternative method can be reasonably implemented, Agent agrees to return all of offrs's proprietary information that relates to the Data. 


9. Remedies. offrs's sole obligation and Agent's exclusive remedy for any claim of defective Data or data processing services that are made known to offrs by written notice from Agent describing any errors in sufficient detail with any necessary backup information or documents shall be to correct the Data or reperform the services in question without charge or, if applicable and at the Agent's option, to refund the price paid by the Agent for such services or data. The Agent acknowledges that some corrections of errors in the data shall be dependent on the availability of same from the source of the applicable data. In no event shall offrs be responsible for any processing errors committed by Agent on the Data housed at Agent's facility.


10. Events Upon Termination. Upon the termination of the Agreement or this Schedule for any reason, Agent shall, at offrs's option, destroy or return to offrs the Data and any copies thereof and certify in a writing to be delivered to offrs within five (5) business days following such destruction or return that Agent has fully complied with the requirements of this Section. Upon termination, Agent shall promptly pay to offrs any outstanding fees owed to offrs. In no event shall Agent be entitled to a refund of amounts paid, except as specifically provided in this Schedule.


11. Consumer Privacy. Agent acknowledges that some of the information maintained, processed and sold by offrs is considered sensitive consumer information, including, without limitation, (a) any information about children or the presence of children in a household, and (b) specific financial information about a household such as mortgage values and real estate loan information. Agent shall take precautions in safeguarding such sensitive information consistent with precautions that Agent takes to protect its own confidential and/or proprietary information. During the Schedule Term, additional data may be deemed "sensitive consumer information" and shall become subject to the provisions of this Section upon written notice thereof by offrs to Agent. 


IN WITNESS WHEREOF, the duly authorized representatives of the parties have executed this Schedule to be effective as of the License Effective Date by clicking "I agree".



*** Attachment 1 ***


Product Descriptions:  


1. Exclusive Access to Predictive Scoring for Property Owners for the purpose of predicting who is most like to sell their home. 


2. Smart Marketing Platform: Unlimited Access to platform for marketing to property owners in the territory.


3. offrs+ Services (optional). offrs+ includes our first touch campaign which includes monthly frequency of marketing to all high-scoring property owners via phone, email and online ads.  


4. Sphere: Ability to market to sphere leveraging mass voicemail, txt messaging and email


Territory:  Territory is defined using CENSUS TRACTs provided by United States Census Bureau.


Mar 22, 2017 03:00 PM #10
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We Predict Future Listings
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