Yep, tech support is one of the most irritating issues that agents deal with when using real estate contact management software. I mean I have been teaching real estate agents how to use the technology we have today for a long time. So long you can date it back to the DOS days and when the only type of mobile phone available was either a “car phone” or the bulky ones you would see on tv shows like Magnum P.I. While I’m giving away my age here, I was blessed with the opportunity to work with the company who introduced laptops to real estate companies around the nation. Keep in mind though, back then they weighed a good 10lbs and were kind of awkward to carry. It’s funny but their hard drives were smaller than an iPod Nano uses today. The point is that everything changes, especially when it comes to Real Estate Contact Management software.
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.
The truth about tech support, especially as it pertains to real estate software, is the fact that almost none of the people you call have actually used the software you are calling about. In fact, it would be safe to say that NONE of them have ever sold real estate. In other words, the people you are calling don’t know how the software “works,” they just know how to handle error messages. It’s this little subtlety that is at the core of so much dissatisfaction with technical support for programs like Top Producer and AgentOffice. Here’s an example: you are trying to do a mail merge in the word processor for a group of contacts and every time you click the print button you get one letter and then the printer stops. After three or four tries you finally call tech support to find out what is wrong with the software. After a few minutes (or hours) on hold you finally get to speak with a technical support person who takes you through a series of questions like: “Does this happen when you use other programs to perform a mail merge?” to which you answer, “I don’t know, I don’t have another program that performs mail merges.” They then take you down a rabbit hole of different diagnostics with your printer only to discover that there’s really nothing wrong with your printer. After another hour of running checks on the software you are informed that there doesn’t appear to be anything wrong with the software either. I even remember one particular customer who was told by a tech support person that, “Maybe you shouldn’t try to use it to do mail merges!”
What it comes down to is you have an educational issue as opposed to a technical one. A great example of this is when you try to print out your Real Estate Contact Management list and it was prepared in a form letter as opposed to something else. Usually it’s the smallest issues that end up creating the big problems. Taking for instance when you tell the Real Estate CRM software to print “to the contact” not “to the group.” Unfortunately most of the tech support people don’t even know this is a problem when you prepare a mail merge. They will however make you feel like an idiot and that everything is your fault.
Can you believe you have to pay for all this nonsense? Top Producer claims your tech support is free, but they charge you $39 a month to use the software. AgentOffice on the other hand will give you 30 days free, but once this is over and a problem comes about, you have to pay $295. This is the cost of the entire program!
The good news is that you can save yourself a lot of technical frustration and expense by getting trained on whichever program you decide to purchase. It’s sort of like a good health strategy: an ounce of prevention is worth a pound of cure. Get good training and you’ll never have to hear this from a tech support person again, “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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