Part 2: Customer service or lip service?

[Part 2 of 2]   Last month I shared a theory that most real estate technology companies stink at customer service. I asked for people to challenge my theory, but only one person said, “You’re wrong.” Randall Standard, who heads up VoicePad, took strong exception my piece. He made several valid points in taking me to task, among which included my failure to point out that some real estate technology companies are providing good customer service. And he share this observation with me, which I think is spot on: He wrote, “A closer examination of real estate technology firms would [...]

By |2019-09-15T10:06:16-07:00January 21st, 2015|MLS Insights, Our Services|Comments Off on Part 2: Customer service or lip service?
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Bad Customer Service can WIPE OUT a LOT of goodwill away in minutes!

Every company SAYS they have good customer service, but we all know the truth – many companies believe they are customer-centric, but when it comes right down to it, they don't always live up to the promise. I am going to use my brand relationship with my most frequently travelled airline to illustrate this point. With this unnamed airline I have had a really good year. I travelled almost exclusively with them, helping to raise my status level to the point where I travelled more in free upgraded first class seats than not. I was privy to the attention of [...]

By |2018-05-03T21:23:51-07:00January 12th, 2015|Main category, MLS Insights, Our Services, Strategic Planning|Comments Off on Bad Customer Service can WIPE OUT a LOT of goodwill away in minutes!
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Time for WAV Group’s MLS Technology Survey

WAV Group would like to invite you and your MLS to participate in the fourth annual WAV Group MLS Technology Survey. This is a free, non-sponsored survey we provide for the benefit of the industry.  The more participation we have, the more accurate and valuable the findings will be for everyone. In 2013 we had over 75 MLSs participating with over 15,000 agents completing surveys. With your help, we will surpass that number this year. We are modifying the approach to the survey process. This year we will be fielding the survey in two stages for the purpose of saving [...]

By |2018-05-03T21:23:52-07:00December 18th, 2014|Main category, MLS Insights|Comments Off on Time for WAV Group’s MLS Technology Survey
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Keep your organization ahead of the WAVes of Change happening in 2015!

As we end 2014 now is a great time to sit back and reflect on the best ways to help prepare your organization for the inevitable evolutions and revolutions we may experience next year. Do you sometimes feel like your Board of Directors and key staff are out of touch with what’s really happening in the real estate industry today? Do you sometimes feel a bit isolated and would like to know if other organizations are facing the same challenges you are? Is your organization suffering from stifled and cumbersome decision-making? Here’s what can happen when an organization is out [...]

By |2018-05-03T21:23:52-07:00December 18th, 2014|Broker-Agent Information, Main category, Marketing, MLS Insights, Our Services, Strategic Planning, Technology Evaluation|Comments Off on Keep your organization ahead of the WAVes of Change happening in 2015!
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RealScout Secures $6M to Empower Brokers and Agents with Collaborative Search

When the Department of Justice and the National Association of REALTORS® agreed to a settlement that made virtual office website platforms available to every broker in the Nation, WAV Group expected widespread adoption and innovation of client servicing tools leveraging full/VOW data. It did not happen. Perhaps it was because of the economy was slumping or perhaps it was because of category killers like Listingbook, rDesk, and AgentAchieve. Regardless, we have kept our eyes open for innovation. A Silicon Valley based company called RealScout jumped up on the radar in a significant way this week with the announcement of over [...]

By |2018-05-03T21:23:55-07:00November 18th, 2014|MLS Insights, Press Releases, Technology Evaluation|Comments Off on RealScout Secures $6M to Empower Brokers and Agents with Collaborative Search
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Waves of Change Are Coming…Are you Ready?

We all know that the floor is shifting in the real estate industry. There’s a general discomfort among brokers and Associations that the world as we know it could go away soon. So what can you do to prepare?   Are you staying close to the new players entering the real estate space? Are you listening closely to what today’s real estate customers are demanding and many times NOT getting from their agent?  Are you proactively talking about the ways that the industry is changing and how it is affecting your local real estate marketplace? Here’s what can happen when an [...]

By |2018-05-03T21:23:56-07:00October 31st, 2014|Main category, Marketing, MLS Insights, Our Services, Strategic Planning|Comments Off on Waves of Change Are Coming…Are you Ready?
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MLSListings in the Lead Pack of MLS Adopting Homesnap

Homesnap is approaching the Nation’s leading MLSs with one heck of a value proposition. The company optimizes all of the MLS data for mobile devices and delivers it through an app to agents…..for free. Well, its free for the first year. Homesnap is among a small handful of mobile solution providers that offer agent-only data.  The agents can access the full listing data along with showing instructions, commission splits, agent roster, and other confidential fields. The MLS data is organized and combined with census data, tax data, and geographic boundaries that are important to agents in the field. The solution [...]

By |2018-05-03T21:23:57-07:00October 16th, 2014|Main category, MLS Insights|2 Comments
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Raising MLS User Intelligence with MLS Drip Training

All MLS systems are pretty easy to use. Without any training, even a new real estate professional should be able to access the MLS and use its core features like search and add/edit listings. Watching a new agent log into the MLS is a great way to measure the ease of use. Try it sometime. Raising MLS user intelligence is a goal of every MLS organization. When WAV Group performs MLS user satisfaction surveys we learn that a large problem is that MLSs provide services and features that many users don’t know about. We did a survey last year for [...]

By |2018-05-03T21:23:57-07:00October 15th, 2014|Main category, MLS Insights, Our Services|Comments Off on Raising MLS User Intelligence with MLS Drip Training
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Broker Back Office Powered By MLS

MLSs have taken a relentless beating by large brokers over the last year.  The message was clear, help us! Brokers are fighting for their lives in a technology cold war where they see everyone as a co-petitor.  Third party sites are co-petitors in attracting consumers to property search websites. MLS consumer sites are sometimes co-petitors too. Obviously, other brokers are co-petitor's, especially when it comes to the paradox of the MLS services vs. brokerage services. For many brokers today, it is hard to know who is your friend and who is your enemy. It begs the question, “why can’t we [...]

By |2016-07-02T05:20:10-07:00October 9th, 2014|Broker-Agent Information, Main category, MLS Insights|2 Comments
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Welcome David Mele, Homes.com President

WAV Group has a strong working relationship between many portal operators and the brokers and MLSs we support. Homes.com is among the largest portals in real estate and among the top providers of a franchise, MLS agent, and broker tools in real estate. Last week, Homes.com announced that David Mele was appointed the President of Homes.com. Previously, Terry Slattery was responsible for Homes.com business and the ForRent businesses. Homes.com effectively split the job in half and brought in David Mele to head up the Homes.com unit. Mr. Mele has worked for Landmark’s Dominion family of companies for a long time [...]

By |2018-05-03T21:23:58-07:00October 6th, 2014|Main category, MLS Insights|2 Comments
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CMLS Wrap UP

The Council of MLS held their annual conference in California last week. It was most well-attended show in its history. They did a great job of blending outside perspectives from leading technology firms with MLS-to-MLS sharing. Kudos to the CMLS board of directors and the California Regional MLS led by Art Carter and their staff who were the hosts. It may be the most well-run conference in real estate. Even the vendors were happy, especially those on the innovation track. My understanding is that the legal meetings went really well. SourceMLS is off to a great start. And, the message [...]

By |2018-05-03T21:23:58-07:00October 1st, 2014|Main category, MLS Insights|Comments Off on CMLS Wrap UP
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Today’s News Summary

News represents change in real estate. It also represents staying the course. There were lots of both today. Not knowing what to expect, the industry unloaded today. Bullets were flying everywhere. The MOVE acquisition by News Corp was the headline - If you look at our post on it, we have added the letter that NAR sent to the membership, the letter that MOVE sent to the industry, and the press release. Taking the temperature on this, it is probably a good thing. The only big concern is that REA group from Australia has investments in the top 3 portals [...]

By |2018-05-03T21:23:58-07:00September 30th, 2014|Main category, MLS Insights|Comments Off on Today’s News Summary
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