Is Service Dead, or do I expect too much?

By
Real Estate Agent with Keller Williams Partners, Inc.
https://activerain.com/droplet/c2Y

I'm not sure whether I have high expectations or if others are seeing the level of service in a lot of areas falling down.  I've been having several vendor problems of late but trying to deal with one in particular over the last week has proven to be completely ludicrous. 

First off, I'm the listing agent on a home that's under contract.  Per our negotiations the seller has agreed to correct some issues in the foundation using a provider the buyers agent specified.  This foundation guy called me back to schedule the appointment and told me that he's going to do a great job because he wants to make sure I call him for my clients foundation needs.

Well, this extra special great job performed in an attempt to pick up future business was a dismal failure.  He never let me know when he was starting, was late with no call twice to meet me.  I didn't wait longer than 20 minutes either time.  Then when we did the final walk through when the work was "complete" he was again 15 minutes late.  Pointed all the work he did, and how he threw this in for free and did that out of the kindness of his heart.  

So then I started asking some questions about his bid compared to the final work... and also addressing some of my sellers concerns.  Like why did he use my sellers landscaping rocks to put braces on & not replace them? Why did use cinder blocks that made up the top stair going down in the basement for the same purpose?  Why didn't he tuck point the loose mortar joints as he had in the bid?

After the questions he agreed to go ahead and replace the landscaping rocks and cinder blocks, though he didn't see the big deal.  He explained that when foundation work is done "you just kind of have to use whatever you can find".  Odd... to say the least.  

In the end I go back to see that he finished things up as he was supposed to.  Well, as youMortar Mix on Door Handle can see from the picture above he had left mortar on the door knobs going in to the back of the house, both exterior doors.  Plus he left the top part of the mortar mix bag he tore off in the landscaping bed.  If this was him putting his best foot forward, I'd hate to see him half ass a job.  

So, is service dead?

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Rainmaker
4,405,852
Ron and Alexandra Seigel
Napa Consultants - Carpinteria, CA
Luxury Real Estate Branding, Marketing & Strategy

Bryan,


We are noticing better and better service.  This observation is coming from all types of vendors, from the humblest to the largest.  There are always exceptions, but we have noticed that with this economy the best is coming out of people, especially if they are cognizant of the fact that good service brings about referrals. A

Jun 07, 2011 09:38 AM #1
Rainer
56,862
Bryan Tobiason
Keller Williams Partners, Inc. - Gardner, KS

I certainly agree that in this economy service should be on the rise.  Maybe it's just here in the Kansas City area.  I'm glad it's not everywhere...   All I hear is people complaining about no business and the bad economy, but I suspect their work eithic may be driving some of the issues... especially if this what "they" consider to be such great service.  Thanks for your input. 

Jun 07, 2011 09:43 AM #2
Rainmaker
366,382
Ilyce Glink
Think Glink Media - Chicago, IL
Best-selling author, award-winning TV/radio host.

Brya, Sounds like an unpleasant experience. A tough economy means lots of competition, so vendors really can't afford to provide a subpar level of service. Word of mouth and referrals are still king!

Jun 07, 2011 09:57 AM #3
Rainmaker
743,738
Rob D. Shepherd
Windermere/lane county - Florence, OR
Principal Broker GRI, SRES

I have had several businesses see me walk in with no hello or other acknowledgment for a few minutes.

Jun 07, 2011 10:51 AM #4
Rainmaker
2,886,297
James Dray
Fathom Realty - Rogers, AR
Exceptional Agents, Outstanding Results

Personally I would have called him and told him where he can put the mortar and other things

Jun 07, 2011 10:54 AM #5
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Rainer
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Bryan Tobiason

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