Over the years I’ve tought real estate agents how to utilize technology to their advantage as far back as when DOS was around. Seriously, this was the time when mobile phones were called “car phones.” Probably one of my most memorable achievements was working for the company that introduced laptops to the world of real estate. In the good old days they were heavier and weighed about 10lbs. Heck the hard drive was even smaller than what an iPod Nano uses today. My point is; many things have changed over the years and real estate contact management is one of them.
If there is one thing that hasn’t changed over the past quarter-century has to be the irritation and constant frustration of technical support when your little do-dad won’t turn on or freeze like a deer in headlights. When I run my PowerPoint presentation I have two slides that can help you understand what real estate agents don’t want to hear from technical support people. The titles are: “Do you have a brick or a sledgehammer handy?” and “Please hold for Mr. Gate’s attorney.” There are many others as well, but I will save them in case I visit your area for a live seminar.
I would venture to say that all the technical support people who cover Real Estate Contact Management software have never sold real estate. So basically when you call up tech support with an issue or question, you yourself have to go through a series of questions so they can stall while they look for the answer. What they are trained to do is help you with the occasional “error” messages. When you purchase Top Producer or AgentOffice this is the biggest complaint amongst consumers. We can all attest to waiting online for possibly an hour or longer, getting asked questions that really make no sense, and basically wasting time with these people. Then, after all your patience they tell you; “Well, doesn’t seem like there is anything wrong with your software.” Huh, really? One of my attendees even said his tech support said; “Maybe you shouldn’t try to use it to do mail merges.”
The main problem all along is that there was an “educational” issue instead of a “technical” one. When you were printing out your Real Estate Contact Management list you tried preparing a form letter from a different part of the program. Then again it might have been one minuscule step that didn’t take place. You know, like telling the software to print “to the contact” not “to the group.” The worst part is most of the tech support on staff has no idea this is an issue when preparing a mail merge. However, they are well versed to make you feel like an idiot when using your Real Estate CRM software.
The real crime here is the cost of this kind of inferior technical support. Top Producer claims their technical support is FREE when in reality you have to pay $39/mo. for the program. AgentOffice gives you 30 days of technical support when you purchase their software, but after thirty days the cost of a single incident is $295 for a yearlong support contract (that’s the same price as purchasing the program!)
My point here is, if you just take the time to get trained on the program you purchase, life with Real Estate Contact Management software will be much easier. Just think of it as a good health strategy. After all, an ounce of prevention is worth a pound of cure. If you take this route you won’t have a tech support person say; “We can fix this, but you’re going to need a knife, a roll of duct tape and a car battery.
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