A lesson in customer service

Has anyone else noticed that companies are loosing sight of what "customer service" really means?

Today I started looking for prices for high speed internet at a condo I'm about to rent. As I was digging around through the time warner cable website, I noticed that there is a "Live Chat Support" feature. I thought this would be a great way to see what the prices are for various packages at the specific address. I mean, it would be GREAT to see the prices listed online, but apparently that's not a model people are using anymore - they require you to call or chat with them.

So before you can start the chat session, you are required to put in your name, email address, and SERVICE address (street, city, state and zip). Once that information is complete, you can hit "chat start session"...

Here's the transcript of what happened next....

Pete: Thank you for contacting Time Warner Cable Online Customer Service, my name is Pete. May I have your complete name please?
Chad_: Hi Pete
Pete: Hello.
Chad_: Chad Cardani
Pete: Thank you for providing your name. How may I assist you today?
Chad_: I'm looking for high speed prices at 88XX TXXXXXXD (I put in the full address, just not wanting to post that here for the world to see. And remember, I already gave them this information)
Pete: I understand that you would like to have information on the high speed Road Runner Internet services at your desired location. Is that correct?
Chad_: Yes
Pete: Sure, I will be glad to assist you with that.
Pete: Thank you for choosing us and showing your interest in our services.
Pete: May I have your complete address along with Zip code?
Chad_: 88XX TXXXXXXD, austin tx 787XX
Pete: Thank you for providing your address.
Pete: Can you tell me little more about your internet needs so that I may provide you with specific detailed information?
Chad_: seriously? HOW MUCH DOES IT COST?
Chad_: what speeds and what prices, that's all I need to know
Pete: Let me check for you please.
Pete: Do you like to download pictures, movies or videos?
Chad_: what speeds are available at what price. I'll decide what I m willing to pay
Pete: Are you looking for super fast speeds to allow for gaming?
Chad_: what speeds are available at what prices. please don't ask me another question.
Pete: Sure, I would be more than happy to assist you with that. \
Pete: Please accept my apologies for the miscommunication.
Pete: Sure, I would be more than happy to assist you with that.
Pete: Road Runner Turbo Internet is priced at $39.98 plus taxes and fees per month. The package comes with an download speed of 15 Mbps and an upload speed of 2 Mbps. It includes a modem and an outlet.
Pete: Since you mentioned that you are interested in our special high speed Internet, I do believe Road Runner Turbo would be the best match for you.
Pete: Road Runner Turbo Internet is our fastest Road Runner ever - giving you the speed you need for a super fast web experience. PowerBoost is an exclusive technology that may give you an extra burst of speed when downloading big files.
Pete: Our Road Runner Internet provides true high speed connectivity, up to 100 times faster than dial up. Also, it provides you with the ability to have several computers online at once and you can use our wireless router as well.
Chad_: are you a live person, Pete?
Pete: You can place your order online by visiting https://order.timewarnercable.com/Serviceability.aspx
Pete: Sure, You are chatting with a real person.
Pete: So, are you signing up for the Road Runner Internet?
Chad_: you're giving me one option. what other options are there
Pete: Road Runner Extreme Internet is priced at $49.99 plus taxes and fees per month. The package comes with an download speed of 20 Mbps and an upload speed of 2 Mbps. It includes a modem and an outlet.
Pete: Road Runner Standard Internet is priced at $29.99 plus taxes and fees per month. The package comes with download speed of 7 Mbps and an upload speed of 512 Kbps. It includes a modem and an outlet.
Chad_: pete are you a real person or a computer?
Pete: I would like to inform you that you are chatting with a real person.
Chad_: great, thank you. Is the $29.99/mo the lowest priced service option?
Chad_: Also Pete, where are you located?
Pete:
I would like to inform you that it is the best and cheapest package at your desired location which is available online.
Chad_: are there cheaper ones available if I call?
Pete: I would like to inform you that it is the best and cheapest package at your desired location which is available online and you can get it by visiting above provided link.
Pete: I would like to inform you that we are located in India.
Pete: If you have just another moment, I would like to ask a question or two about your situation to see whether we can make your service even more enjoyable. Will that be alright?
Chad_: Ahh...thank you. No, I don't wish to do business with a company that is outsourcing jobs to other countries. Thank you for your help.
Pete: Please accept my apologies for the inconvenience caused.
Pete: We can assure you that Time Warner Cable will provide you with best quality of services at reasonable price.
Chad_: Have a nice day, Pete. I appreciate your help.
Pete: Is there anything else I may assist you with?
Chad_: no thank you
Pete: Thank you for contacting Time Warner Cable Online Customer Service. Have a nice day.

Having a seat at the table...

There comes a time when professionals want to make contributions to their profession. I think that's a great thing. In fact, I think professionals who are leaders in their profession have an OBLIGATION to participate and contribute to the profession. That is one of the reasons I became involved at the Austin Board of REALTORS, and one of the reasons that I require agents at our company to contribute in some fashion to the local association.

That said...it can be frustrating. I remember the very first class I took at our local association... there was an "out of control" room monitor that thought we were getting too loud during a time in the class that we were doing group work. Now, the instructor had no issues...but this monitor...she kept honking a bike horn. You know - the goofy old fashioned bike horns?? She honked that thing at us...adults... WTF?? After a few hours of this, I was almost beside myself and marched in to the education directors office. She was on her way to the classroom to investigate because a couple other class members beat me to it.

When I went back to share the experience with my broker at the time....we discussed my options. I could sit on the outside and complain....or I could "infiltrate and destroy"....or, work to make things better.

Now, a few years later, I can pick up the phone and call ABoR, ask for the person I need to speak with, and get answers/opinions/advice nearly instantly. They know who I am. They know who my agents are. And they know we work very hard to improve our industry through our contributions to the board. They know we are their advocates. And they know we expect them to be our advocates.

But here's the deal....this has been an ongoing process. You don't get to be a "newcomer" and immediately be the chairman of the board. You have to pay your dues...contribute down at the bottom before you can contribute or influence anything at the top. Is this the way it should be? I don't think so. But that doesn't matter. That's the way it is.

So...to my colleagues out there wanting to influence change...please get involved. WE NEED YOU. We need your opinion, advice, ideas, and contributions. Please be patient...change takes a long time. I'm not saying that it is ideal, but I'm saying that's the way the game is. You want to be heard? Contribute. You want to make changes? Contribute. You want to have a seat at the table? Contribute. Just do it. And you have to start at the bottom, just like all the rest of us did.

When you DO decide to contribute, you WILL be heard. You'll be asked to participate in special task forces and work groups. You'll learn why things are the way they are, and how to influence change. You'll have connections with people at other brokerages and other associations. Your business will improve.

Want to participate? Shoot me a note or give me a call and I'll do everything I can to assist. So will any agent that is at Cardani Group. That's just how we roll....

On the fence about selling your home? Our friends over at KCM Blog have put together a great article illustrating why NOW IS THE TIME to get your home listed. Check out the article here, and give us a call so we can help you navigate through the process!

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