There isn’t a company in real estate that does not believe that it pays attention to the needs of its customers. We all want to think that every one of our customers would give us a 5-star rating, but we know deep down inside that is not the case. Because we interact with our customers every day, we do have some sense of what they are looking for. Here’s the problem though…. We don’t TALK to every one of our customers regularly – the silent majority are out there forming opinions without ever talking to their MLS, Association or brokerage directly.
Our industry loves shiny objects! We’re also looking for the next goose that is going to lay golden eggs at our feet. This year the promise of greatness has been tied to technology investments. From Open Door to Compass to Keller Williams and a whole bunch in-between, brokerages are lining up to claim their rightful place as a technology company.
MLS RETS servers are designed to deliver IDX, VOW, and Full Data feeds to brokers and their vendors. With few exceptions, they were not purpose built for sending listing syndication feeds to publishers. Syndication feeds are the domain of Listhub. With Listhub’s support of Zillow Group’s websites going away, you must act now to determine what your plans are. MLS RETS Servers are emerging with new features that blend in Syndication support for Direct Feeds to Publishers like the Zillow Group. The defining difference between Listhub and direct feeds may be complex or simple. The complex path is considered by [...]
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 find a mixed bag of [...]
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 [...]
[Part 1 of 2] I have a theory: Customer service provided by most technology companies sucks. Ask yourself when was the last time you told someone or posted something on Facebook about a great customer service experience from any technology company with a first letter other than “A” (Apple, Amazon don't count). Better yet: When have you ever posted a rave review about your customer service experience with a real estate technology company? Or a vertical technology company for any industry? My guess is that’s as rare as rain in the Sahara. Yet how many tech firms tout publically that [...]
We all know that our businesses are dependent on our customers, yet we don’t always live the dream of providing amazing customer service. It’s easy when you get tired to say “I’ll get up early and do it tomorrow”. When the phone rings and we don’t answer it we might justify it by saying I need to focus on this CMA I am building. Or worse yet, the phone might ring and we ignore it because we’re talking to one of our friends or having a cup of coffee. While we’re all human and we have our moments of weakness, [...]