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!

Housing Trends

Friends - the latest version of our Housing Trends newsletter is available for online viewing.

Check out the latest housing statistics for our area, and see the latest real estate news. Remember, when it comes to buying and selling real estate in the central Texas area, you deserve the professional assistance of one of the fine REALTORS® at Cardani Group, REALTORS®.

My first public rant of 2011

Ok -this has been on my mind for a while now, but the phone call I just received reminded me how goofy this situation is.

When we list a house for sale or lease, we put the property along with all the required information on the MLS. This allows other agents to find the property that may work for the clients they are working with. Additionally, some of the data we put in the system is then syndicated to affiliated websites that consumers can use to search for homes as well. The biggest here in Austin is Austin Home Search, however many people here and across the country turn to realtor.com as their search provider of choice. After all, it is REALTOR.com - affiliated with the National Association of REALTORS and therefore with all of us who are REALTORS.

Realtor.com relies on the agents, who pay a good chunk of change to belong to the local/state/national associations as well as subscribe to their local MLS, to provide them with all of the data that is contained on the website. So...we are PAYING to subscribe to the MLS, and that information is in turn GIVEN to realtor.com.

All of that is fine with me. Here's where I have a problem.

Realtor.com THEN turns around and attempts to sell us, the people who GIVE THEM ALL THE INFORMATION THAT MAKES THEIR SITE USEFUL AND VALUABLE, an "enhanced listing service" that puts the agents contact info on the "ad" containing the information on the listing. The listing that we the REALTOR secured...and GAVE to realtor.com.

Sure, you don't have to pay for enhanced listings....heck, you don't even have to allow a listing to be syndicated to any of these websites. But it certainly would not be in our clients best interest for us to make that decision.

Here's what happens. If one of my agents does not pay for this special level of service, the phone number that shows up on the consumer website is MY phone number. Now granted, all of the listings at our company technically belong to me as the broker, however, the individual agent secured the listing, knows the client, knows the property, and is best equipped to answer question about said property. Why then, would it be appropriate to publish MY number as the contact number, when the broker has a very limited amount of detail information on the property??

I think it is completely wrong for realtor.com, who has a useful site only because we as agents GIVE them the information, to then turn around and say well, yes you GAVE us the info, but we're not going to give you anything - you are actually going to have to pay us in order for a buyer to get contact information for you instead of your broker.

It's just wrong. It is wrong to treat the agents that way. It is wrong to put the brokers in that position. And it is WRONG WRONG WRONG to create a situation, routinely and by policy, that creates a cumbersome environment for the public as well as one that makes the brokers look like they are uninformed.

So there ya go....that's my first public rant of 2011.

Today's a rockin' day!

Should you refinance?

Have you been thinking about refinancing your mortgage? Been wondering how much you might save? Check out this great mortgage savings calculator for a glimpse at what refinancing may mean to you.

Now may be the time to refinance. It may also be the time to consider selling your home and moving to a home that better meets your needs. Give us a call - we can share what is happening in your area, and refer you to our fantastic mortgage partners for more detailed information on what a refinance might look like for your situation.

Remember your pets this holiday

This is a special request from our client care coordinator, Grady. Grady wants to make sure all of our clients, friends and colleagues remember that human food isn't good for dogs - and asks that we remind all of you to remind all of your guests to please not feed the pets any human food - not even a tiny little bit. And let's be honest, can you argue with such a cute little guy??

Check out this list of foods and plants that are toxic to pets. Thanks to our friend Marilyn Nichols at Happy Puppy Tutoring for sharing. Contact us for Marilyn's contact information or check it out at the bottom of the linked article.

And remember - just because something isn't on the list does not mean that it is safe!

Wishing all of you and all of yours a safe and enjoyable holiday season!

More funds available for appliance upgrades....

Reminder: The purchase period for the Texas Appliance Mail-In Rebate Program will begin on December 20, 2010.

Additional Funds Added to Mail-In Appliance Rebate Program

The Texas Comptroller's office is adding more money to the upcoming ENERGY STAR® appliance mail-in rebate program to allow more Texans to take advantage of rebates. An additional $8.5 million is being added to the initial $10 million. The money is from unused public sector energy efficiency funds transferred from the State Energy Program to the rebate program. All funds are part of the federal stimulus program. Consumers can start buying appliances on December 20 and, after installation, mail in a completed rebate application form and a copy of the receipt to apply for the rebates. The mail-in rebate program will remain open until the available funds are distributed.

Application Form is Now Available

The application form for the Texas Appliance Mail-In Rebate Program is now available. Consumers can begin to purchase eligible ENERGY STAR® appliances on or after December 20, 2010. An application form is not required at the time of purchase, but is needed at the time of installation for disposal or recycling information.

PDF icon Application Form for Texas Appliance Mail-In Rebate Program (PDF, 240KB)


Helpful Information

You may also want to review the Frequently Asked Questions (FAQs) for basic information on the new program. You can also view easy steps to follow if you plan to participate in the program. Or download a printable version of the "How to Apply" Flyer (PDF, 187KB).

Let's get rid of the riff raff......

Every once in a while I think of a way to change things for the better. I actually had this thought last night - it was random but the more I thought about it the more I liked it. And then this morning I had coffee with my buddy Tony, one of the most respectable, honorable real estate brokers I know. Tony and I have similar philosophies on giving back to the profession and come from a "colleague" perspective verses a "competitor" perspective.

So here's the deal. It's too easy to get a real estate license. If you have a thousand bucks and a few days, you can take the classes you need to satisfy the TREC educational requirements and sit for the exam. And the exam? It's not hard. At all.

This setup has allowed a ton of people to become licensed to help people buy and sell real estate. But it's kind of like Spandex...just because you CAN, doesn't mean you SHOULD.

Because it is so easy to get a license, we often hear people say "oh, I don't like my job so I am going to become a REALTOR" or "oh, I got fired so I'm going to...."

Today Tony told me a story he had heard....this agent went out to meet with the seller of a 750,000 home. The seller said "I'll have to be honest with you, I don't work, and I'm thinking I should just go get my license and sell my own place, and save the commission."

Thankfully this seller was smart enough to know, that just because someone has a license to do something, it does not guarantee that they are good at it.

But anway, enough of that. The bottom line is - there are too many agents, too many part time agents, too many BAD agents. So here's my solution.

Let's increase renewal fees to $5000 per year. Yes, five THOUSAND dollars per year. Now before you have a total tizzy, let me finish.

The base charge for renewals would be $5250 bucks. Plus satisfaction of stringent educational requirements (I'll save my thoughts on the status of quality education for another post). And, for every transaction you have completed in the past 12 months, you get $1000 credit, up to a total of $5000 in credit.

So in the end, if you are actually DOING real estate, the renewal is reasonable. If you are just "playing" in the field - it's not so reasonable. My theory is this - such a change would force licensees to either be GOOD at what they do (demonstrated by doing it over and over and providing quality service), or they simply could not afford to continue to renew their licenses.

That's Plan A. Plan B is similar, only it would require the sponsoring broker to pay an exorbetant fee for each licensee they sponsor. So if the people they're sponsoring are not producing, they'd have no incentive to sponsor them. And again, with verifiable production and no claims, there could be a credit system for the brokers as well. This would eliminate the "Hang your license with me for $100 a month and don't bother me and I won't bother you" type of brokerages.

Or Plan C....do both.

Those are my 2 cents for the day.......