17 emails

By
Real Estate Agent with Realty One Group # S.0190863

Sometimes I just shake my head. You ask a simple question. You await a simple answer. Only to find the other party wants to make things complicated.

 

It was innocent and simple. I asked what are the dates and times for the (REDACTED) event? I was only expecting 1 email reply back and that email would contain the dates and times. Instead, I got a series of emails basically saying “Check the website”.  Mind you, if they had taken the time to check the website, they would have seen that the easy-to-use information that they claimed was there, was in fact not there. So, each time they said “check the website” I replied how I had already checked the website and the information was not there.

 

By the 12th email, I tried a different part of the website. There was an event with slightly different dates and a slightly different name. I sent that information in my next email and asked if this might be my answer. I was told no I had the wrong information. However, when I was told I was wrong, still there was no help with what the correct information may be.

 

So, then I asked again, and got a new link. The link once again did not answer my question. If they had visited the link before sending it, they would have already known that. So finally, I called the venue hosting the event and asked them. They gave me the dates and times (which were actually the ones I had discovered earlier but then was told that I was wrong). By the time it was all over, 17 emails stretching over 3 hours to answer a simple 30 second question.

 

Why? Because instead of taking 10 seconds to double check the “pat” answer, they just sent me the link.

 

We must understand that in business, sometimes we can do a world of good just to take 10 seconds and verify information before we send it out. Our ego and impatience can cost us a lot of goodwill by the time we discover the information we swore was correct was, in fact, wrong.

Comments (42)

Kathy Streib
Room Service Home Staging - Delray Beach, FL
Home Stager - Palm Beach County,FL -561-914-6224

Hi Rocky- what is frustrating is that some people feel that sending any kind of response is sufficient. 

Apr 10, 2021 03:14 PM
Rocky Dickerson
Realty One Group - Las Vegas, NV
Superior Service!

Good afternoon Will! You might think after the 4th email perhaps one should double check one's link

Apr 10, 2021 03:46 PM
Rocky Dickerson
Realty One Group - Las Vegas, NV
Superior Service!

Hey there Kathleen! Well it is a CE series I must complete

Apr 10, 2021 03:47 PM
Kathleen Daniels, Probate & Trust Specialist

Holy 

Apr 10, 2021 03:54 PM
Rocky Dickerson
Realty One Group - Las Vegas, NV
Superior Service!

Hey there Kathy! I think that you are right. They think any response is sufficient.

Apr 10, 2021 03:47 PM
Ed Silva
Mapleridge Realty, CT 203-206-0754 - Waterbury, CT
Central CT Real Estate Broker Serving all equally

The ego to not think they had to check the link and the condescenstion that persists for the rest of them

Apr 10, 2021 04:44 PM
George Souto
George Souto NMLS #65149 FHA, CHFA, VA Mortgages - Middletown, CT
Your Connecticut Mortgage Expert

Rocky the phone still is the best way of communicating for me.  I am not a fan of text messages or e-mail.

Apr 10, 2021 04:58 PM
Endre Barath, Jr.
Berkshire Hathaway HomeServices - Beverly Hills, CA
Realtor - Los Angeles Home Sales 310.486.1002

Rocky loved your post and indeed we all get this and all we can do is shake our heads... how foolish or how ignorant:)Endre

Apr 10, 2021 10:49 PM
James Dray
Fathom Realty - Bentonville, AR
Exceptional Agents, Outstanding Results

Morning Rocky.

I get some text messages from agents asking a question, which leads to clarification.  In the end, I call them and within a minute everything is answered.  Sometimes, a simple call can cure it all.  

Apr 11, 2021 12:05 AM
Rocky Dickerson
Realty One Group - Las Vegas, NV
Superior Service!

Good afternoon Ed! Looks like ego got in the way for sure here

Apr 11, 2021 02:26 PM
Rocky Dickerson
Realty One Group - Las Vegas, NV
Superior Service!

Good afternoon George. Believe it or not, this person is even worse to reach by phone

Apr 11, 2021 02:27 PM
Rocky Dickerson
Realty One Group - Las Vegas, NV
Superior Service!

Good afternoon Endre. Yes, ignorant indeed. Hopefully we can all learn from this mistake

Apr 11, 2021 02:28 PM
Rocky Dickerson
Realty One Group - Las Vegas, NV
Superior Service!

Good afternoon James. If only this person was known for answering his phone LOL

Apr 11, 2021 02:29 PM
Jeff Dowler, CRS
eXp Realty of California, Inc. - Carlsbad, CA
The Southern California Relocation Dude

That's quite a story, Rocky. So much for customer service and simply doing what's right...and listen to the customer. What a waste of time and energy.

Jeff

Apr 12, 2021 06:55 PM
Kimo Jarrett
WikiWiki Realty - Huntington Beach, CA
Pro Lifestyle Solutions

I've had that experience too, however, I simply move on after I discover a company's inefficiencies and find another company or vendor to do business. 

Apr 13, 2021 10:31 AM
Rocky Dickerson
Realty One Group - Las Vegas, NV
Superior Service!

Hey there Jeff! I quite agree. We can all learn from their mistakes

Apr 13, 2021 10:38 AM
Rocky Dickerson
Realty One Group - Las Vegas, NV
Superior Service!

Hey there Kimo! I get your line of thought completely. Make it a great day

Apr 13, 2021 10:39 AM
Mary Hutchison, SRES, ABR
Better Homes and Gardens Real Estate-Kansas City Homes - Kansas City, MO
Experienced Agent in Kansas City Metro area

Wondering who was "answering" your emails.  Was it a human or AI?   I would be frustrated as well--not user friendly at all.

Apr 15, 2021 12:51 PM
Rocky Dickerson
Realty One Group - Las Vegas, NV
Superior Service!

Good morning Mary. It was human. I suppose there was nothing "intelligent" about it.

 

Apr 16, 2021 05:33 AM
Jerrill Ewing
N & J Lake Properties, LLC - Eatonton, GA
Builder

I would have given up long before 17 emails. That's too much.

Apr 27, 2021 11:41 AM
Rocky Dickerson
Realty One Group - Las Vegas, NV
Superior Service!

Good afternoon Jerrill! Yeah, a lot to go through because of their apathy

Apr 27, 2021 01:54 PM

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