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.
One thing that hasn’t changed in all these years is the pain and hassle of calling for technical support when your little do-dad won’t turn on or freezes like a deer in headlights. I have two PowerPoint slides I still use today in seminars that list the answers to this article’s title. Two of my favorites are: “Do you have a brick or a sledgehammer handy?” and “Please hold for Mr. Gate’s attorney.” I’ll hang on to the rest in case I’m ever in town for a live seminar
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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.”
Sadly, the problem all along was not with the software. You didn’t have a “technical” issue; you had an “educational” issue. It turns out you were trying to prepare a form letter from the wrong part of the program or you were skipping a simple step that was telling the software to print “to the contact” not “to the group.” Even more sad is the fact that most tech support people don’t want to admit that they don’t know all the steps to preparing a mail merge and they do their best to make you feel like the idiot while they get on to the next waiting victim.
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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