They "Hear That All the Time!" Customer Service?

Home Stager with Room Service Home Staging

They Hear That All the Time! Customer Service?


Short story but something to consider.  Larry was speaking with the customer service rep for a manufacturing company.  After holding for over half an hour he finally got to speak with a real person. 


It doesn’t matter what he was looking for but at the end of the focus on serviceconversation, the issue had not been resolved nor was he very happy. 


He commented that he would like to speak with someone else in the company… "upstairs" as he called voice his concerns with them. 


The representative replied...Go ahead...They hear that all of the time!


They may well hear it all of the time but...

~if they do then maybe they should pay some attention to it. 

~that’s the last thing any customer service rep should say to a customer. 


What about your own customer service or remarks to someone calling in?  


How often have you said to a seller I hear that all of the time when they say they have no interest in having an Open House?


How often has a stager said to a client I hear that all of the time when a seller says they don’t need to paint or edit because a buyer will like it or they won’t?


It’s and I hear these things all of the time from clients but what’s important to a client or potential client is not what you’ve heard many times before but that right now, at this point in time, you’re hearing THEM. 


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Wayne Martin
Wayne M Martin - Chicago, IL
Real Estate Broker - Retired

Good morning Kathy. "Are you hearing me" because I don't care that you heard it before! Enjoy your day!

Aug 15, 2019 05:57 AM #7
Brian England
Arizona Focus Realty - Gilbert, AZ
MBA, GRI, REALTOR® Real Estate in East Valley AZ

Having to wait on hold for a half-hour is a sign that poor customer service is coming or they are definitely understaffed.

Aug 15, 2019 07:35 AM #8
Paul S. Henderson, REALTOR®, CRS
RE/MAX Northwest. - Tacoma, WA
Tacoma Washington Agent/Broker & Market Authority!

In my old corporate job, I was the troubleshooter and would often get phone calls where people would yell at me for minutes on end. I would always let them vent and then I would get to solving their problem. I feel that is what customer service is and always has been. I never play the blame game; I work the solve angle Kathy Streib 

Aug 15, 2019 07:38 AM #9
Lottie Kendall
Compass - San Francisco, CA
Helping make your real estate dreams a reality

I love your wisdom, Kathy, "What's important is that you are hearing them."

Aug 15, 2019 08:23 AM #10
Ron and Alexandra Seigel
Napa Consultants - Carpinteria, CA
Luxury Real Estate Branding, Marketing & Strategy


Customer service is what is constantly talked about in the luxury arenas as I read various publications.  Interestingly enough, Forrester which monitors customer service (they are for real) picked Trader Joe's as the number 1 in customer service...A

Aug 15, 2019 08:39 AM #11
Jeffrey DiMuria 321.223.6253 Waves Realty
Waves Realty - Melbourne, FL
Florida Space Coast Homes

Every listing I do gets the same high level of service. I refuse to do limited service listings.

Aug 15, 2019 09:00 AM #12
George Souto
George Souto NMLS #65149 FHA, CHFA, VA Mortgages - Middletown, CT
Your Connecticut Mortgage Expert

Kathy the saying "the customer is always right" does not seem to exists anymore in many businesses.

Aug 15, 2019 10:48 AM #13
Anna Banana Kruchten CRB, CRS 602-380-4886
Phoenix Property Shoppe - Phoenix, AZ
Arizona's Top Banana!

Wow that is horrible 'customer service'. I would not call that service - ridiculous. I ran into something like this a few months ago and oh boy......that was one weird situation! I will never ever use/buy from them again.

Aug 15, 2019 10:53 AM #14
Kathy Streib
Room Service Home Staging - Delray Beach, FL
Home Stager - Palm Beach County,FL -561-914-6224

Donald Urschalitz how true is that!!!  Growing up in Houston you learned not to judge by what someone was wearing or how they spoke. There were a lot of very wise and wealthy oilmen who dressed as if they had just walked off the field. 

Thank you Sham Reddy CRS 

Aug 15, 2019 05:19 PM #15
Kathy Streib
Room Service Home Staging - Delray Beach, FL
Home Stager - Palm Beach County,FL -561-914-6224

Michael Jacobs and Larry will never buy anything made by that company again. 

Thanks Sharon Lee People need to be trained how to interact with customers. 

Nina Hollander it's hard to believe people would have someone working for them that would say that. 

Aug 15, 2019 05:23 PM #16
Kathy Streib
Room Service Home Staging - Delray Beach, FL
Home Stager - Palm Beach County,FL -561-914-6224

Barbara Todaro you should thank those other agents!LOL   

Wayne Martin there's nothing worse than being treated like a commodity.

You're so right Brian England I can remember working for my favorite boss. He wanted the phones answered in 3 rings or less. 

Aug 15, 2019 05:27 PM #17
Kathy Streib
Room Service Home Staging - Delray Beach, FL
Home Stager - Palm Beach County,FL -561-914-6224

Paul S. Henderson, REALTOR®, CRS I love your comment!!!! Your customer wants to hear what you're going to do to try to solve their issue!!!  

Made my day Lottie Kendall Thank you for your kind words. 

Ron and Alexandra Seigel would love to know if Wegmans is on the list.

Aug 15, 2019 05:30 PM #18
Kathy Streib
Room Service Home Staging - Delray Beach, FL
Home Stager - Palm Beach County,FL -561-914-6224

Jeffrey DiMuria 321.223.6253 Waves Realty your professionalism is why agents will still be needed as long as they provide your kind of service. 

George Souto it's hard when you're talking to someone who is not on the same continent as you are and may have never even seen the product. 

Aug 15, 2019 05:32 PM #19
Kathy Streib
Room Service Home Staging - Delray Beach, FL
Home Stager - Palm Beach County,FL -561-914-6224

Anna Banana Kruchten CRB, CRS 602-380-4886 that's exactly how Larry felt. And, if the company head isn't interested in how the clients are being treated, what does it say about the whole company?

Aug 15, 2019 05:37 PM #20
Sheri Sperry - MCNE®
Coldwell Banker Residential Brokerage - Sedona, AZ
(928) 274-7355 ~ YOUR Solutions REALTOR®

Hi Kathy Streib - I have had a couple of disastrous calls with telephone center so I know what Larry is going through.  

I found it faster to go to the local office than to use the call center. Fortunately. I only live about 8 minutes away. I would still be on the phone waiting for a person to answer!

Aug 15, 2019 07:21 PM #21
James Dray
Fathom Realty - Bentonville, AR
Exceptional Agents, Outstanding Results

Morning Kathy.

I hate it when I call, wait for a long time and get a canned reply.  That usually will be the last time, I do business with the company

Aug 16, 2019 01:11 AM #22
Laura Cerrano
Feng Shui Manhattan Long Island - Locust Valley, NY
Certified Feng Shui Expert, Speaker & Researcher

It’s always good to give them something they don’t hear all the time, kind genuine kindness, or that’s at least what they tell me.

Aug 16, 2019 01:54 PM #23
Chris Ann Cleland
Long and Foster REALTORS®, Gainesville, VA - Bristow, VA
Associate Broker, Bristow, VA

Outstanding point.  Saying you hear something all the time is essentially poo-pooing that person's concern.

Aug 17, 2019 08:01 AM #24
Jeff Dowler, CRS
Solutions Real Estate - Carlsbad, CA
The Southern California Relocation Dude

Hi Kathy:

That's a weird thing for a customer service rep to say. The message is we don't care.


Aug 18, 2019 06:44 AM #25
Sharon Tara
Sharon Tara Transformations - Portsmouth, NH
New Hampshire Home Stager

So frustrating.

You are absolutely right, Kathy. We want to know we are being heard and that they plan to make things right.

Aug 18, 2019 03:48 PM #26
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Kathy Streib

Home Stager - Palm Beach County,FL -561-914-6224
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