What does "good service" look like?

"Good service" probably looks a little different to each of us. But, I guess, we can probably agree on the basics.

For example, having to wait at a counter for service in a retail store for longer than 30 seconds without being spoken to probably falls into the "poor" service category. Being greeted with a smile and a "How can I help you" as you approach the same counter probably sounds like good service. Right? Good, we are in agreement.

Now let me tell you a story ...

I recently bought a car from the Audi Centre Sydney - that's the big glass building you pass on Southern Cross Drive just before you reach the turn-off for Randwick.

It was probably the single worst service experience in my life. And I'm old!

The guys I dealt with must have taken lessons from Honest Joe, the Parramatta Road car dealer struck off by Fair Trading in 1968. Or the Cord Car Company at Burwood - who remembers those crooks from the early 80's?

Read on and let me know if you have had a worse experience ...

A friend referred me to a guy called Aari at this dealership. He was in the new car department and his service was great but it didn't take too long to work out I would be better with a near-new car. So, he introduced me to the guys in the used car section - I think they have some fancy name for this department, Audi Approved: Plus. Still used cars, still used car salespeople!

A young fellow called Lee was very helpful and we agreed on a car and a price. On the day I went for my final test drive of the chosen vehicle and to pay my deposit I was told by Lee's assistant manager, a guy called Vojta, that another buyer was currently test driving the same car (Hmmm!) ... would I mind waiting?  I didn't mind and it was only about 10 minutes.

Eventually, I went for my final test drive. Satisfied with everything I offered to pay my deposit but was rebuffed by Vojta who told me the "other buyer" had also made an offer to buy the car - unfortunately $2000 more than the price that had been agreed originally with Lee.  Would I be prepared to match the other buyers offer? No, I said, but don't worry, let the other buyer have it, after all there are probably lots of the same type of car available. I made to leave. Wait, said Vojta, I will just check this with my sales manager, he blurted. I waited and within a few minutes Vojta was back. It was a miracle, they decided to sell it to me at the agreed price and forego the extra $2000 - who knew? It was amazing! Pigs do fly.

It was at this point I should have left. But, I wanted the car, so I stayed. And it got worse.

If this had been "Lost in Space" the Robot would be waving its mechanical arms at me declaring "Danger, danger Will Robinson"  But I have no Robot and into the dark unknown I went.

After greeting me with the news that Audi Sydney were prepared to take a lesser price for the car than they could have achieved Vojta asked me if it would be OK for them to write up the deal at a lower asking price - they would deduct $15,000 from the sale price and also reduce the amount of my trade-in by the same amount. It would be the same bottom line for me, the same price Vojta insisted and I couldn't think of an argument against the idea so I agreed without another thought.

It was only afterwards I discovered the reason Vojta was so keen to lower the sale price of the car was to ensure no luxury car tax would be payable.  The new price would come just under the threshold meaning his dealership would not be liable for tax.  How's this story sounding so far?

Before paying my deposit, however, Vojta introduced me to Khalil "who would look after me for the rest of the process".  It took me a moment to work out that Khalil was the Finance and Insurance guy, employed to sell me car finance, rustproofing, alarms etc.

Mostly he was after the finance.

He started off on the right foot, trying to build a relationship, before asking how I was going to finance the purchase. I have everything arranged with my bank, I explained.  But what are they charging you?  It doesn't matter, I replied, I am satisfied with what they have offered me.

Wrong answer!  This was like a red rag to a bull, like I had thrown down the gauntlet, like I was presenting him with a challenge that placed into doubt his very manhood.  It was very serious - I could tell from the look on his face and his change in posture - he started to stand and lean over the desk.  My fifteen-year-old daughter who was sitting next to me was scared.

In the end I had to tell this clod we were simply not interested.  I think I raised my voice to make my point very clear.  He backed down, resumed his seat and dismissed us with the flick of his hand.

Finally, we were shuffled on to a very polite young lady who spoke to us in bursts between posts to facebook which she managed with just one hand - amazing! She was probably bored, poor thing. She took our deposit and off we went.

A week or so later I arrived to collect the car.  Despite previous arrangements one of the tyres had not been replaced - what was I expecting?  Really!!  I drove away with a faulty tyre with the promise they would replace it whenever I returned.  Ask me if I have been back.

A couple of years ago I read a book called, The Ultimate Question.  The author, Fred Reichheld, says most customer satisfaction surveys are a waste of time.  They are too long, ask unnecessary questions and often the results are ignored by the very companies requesting the answers.

Reichheld says businesses could reduce their surveys to just one question and get much better results.  The question is, "On a zero-to-ten scale, how likely is it that you would recommend us to a friend or colleague"

If Audi Sydney had sent this question to me in a survey I would have answered ZERO.  Theoretically, someone from their customer service department (if they have one) would call me and ask me why.  And I would tell them this story.  In a perfect world they would act on what they heard from me and make changes that would ensure my story never occurs again.

But they didn't ask me this question.

Or any question, for that matter.

In fact, they have never sent any sort of customer satisfaction survey or inquired about my transaction from that day to this.

Why is this so?

It's because they are not interested in the feedback and opinions of their customers.  Which is why they have such atrocious customer service. There's something deeply wrong with the culture at this place so I would strongly recommend you do not shop there - they are not interested in you or your opinions of their service, only in making another sale.  Yuk!

(In case you're wondering, we have been using customer satisfaction surveys at Prudential Real Estate for the past 2 years based on the Ultimate Question.  Our average rating on the scale zero-to-ten for all transactions is almost 9. We try to improve this score every day based on the opinions of our clients and customers.  A pity other companies don't do the same)

Supporting the Macarthur Winter Sleepout

While it feels as though it was only yesterday our team here at Prudential Real Estate Campbelltown slept out in the cold, it has been two months. Two months of sleeping back in our homes and warm beds – unfortunately not everyone has this luxury, and this is why we are continually supporting efforts to help homelessness in our area. 
 

The Macarthur Homelessness Steering Committee organised the event and is formed by representatives from service providers who work with the city’s homeless population. One Cathy Chopping heads the organisation and her amazing work has helped fight homelessness tremendously.

As part of our ongoing support process, our very own Josephine O’Sullivan and Matthew Adami were invited to a morning tea hosted by Cathy Chopping and her wonderful team. During the event, issues such as homelessness in Macarthur were discussed in detail. Plans for the future were also covered and recognition for all sponsors was achieved through an award ceremony enjoyed by all.

Raising awareness, fund raising and preventing homelessness before it occurs are all vital in an effective plan to one day resolve the issue. The Macarthur Winter Sleepout will be an annual event and we hope it gathers momentum and grows larger with each year that passes.

Josephine O'Sullivan (left) along-side Cathy Chopping (right).

Macarthur homeless need your help

Yes, it was cold!

Despite sleeping in ALL my clothes, inside a -5 degree sleeping bag, the breeze blowing across the Campbelltown Showground after midnight last Friday night (and Saturday morning) chilled us all to the bone.

And I had two (2) beanies on all night!

Prudential Real Estate was one of the major sponsors of the inaugural Macarthur Winter Sleepout held on Friday 13 August and we certainly paid a price to learn what it's like to be homeless, sleeping rough in a park during a Campbelltown winter night.

At least it didn't rain (phew!)

The night was organised by the Macarthur Homelessness Steering Committee, made up of representatives from service providers who work with the city's homeless population and headed up by the indefatigable Cathy Chopping.  

Cathy kept proceedings on time for the crowd of several hundred who were both entertained and saddened by the speakers.  When a young lady, Krystal, spoke of her decade of homelessness her tears, as she described her harrowing tale of desperation and loneliness, bought home to us all how lucky we were and how much needs to be done to support those without a home of their own

Yes, I was cold but it was only one night, not every night.  

Did you know that the Sydney Homeless Information Centre receives more than 20 calls a night for emergency accommodation in Campbelltown.

In our business we work with people every day looking for rental accommodation.  At every open house there are often more than 10 applicants. We know only one of those applicants will be approved.  Where do the other 9 applicants go?  Perhaps I found out last Friday night.

Special thanks are extended to my team members who joined me on the night - Shaun Moss, Nick Gauci, Alyce Price, Scott Shooter and Claudia Rominger, all of whom got to sleep with the boss for one night.  And thanks to my son Daniel who bought in emergency supplies of Doritos and Snakes at the beginning of the night to ensure we were properly sustained till breakfast.

The Macarthur Winter Sleepout will be an annual event and I hope you will join us next year.

Read more in our August newsletter

Drowning highlights pool fencing issues

An article appeared in the media during the week highlighting the tragic drowning of a young boy in Armidale, NSW. It seems the little fellow wandered into the backyard of a neighbour and fell into his pool. It is worth quoting one of the articles on this subject which was published in the Sydney Morning Herald for more details …

“THE mother took her eyes off her toddler for a second. But it was enough time for the two-year-old boy to wander away, fall into a swimming pool and drown.

Now, in what is believed to be a nationwide first, Philip John Cameron, 61, has been charged with manslaughter because he did not adequately fence his pool.

Mr Cameron was inside his Armidale home watching television one afternoon this year when the boy wandered through his backyard and fell in the pool.

Mr Cameron's unkempt pool, described by one neighbour as ''a bit of a cesspit'', had a fence around it that was dilapidated.

After a two-month investigation, police charged Mr Cameron with manslaughter on Tuesday evening (3 July 2012) and ordered him to appear in an Armidale court next month. He is believed to be the first pool owner to be charged with manslaughter for not having a proper fence.”

The death of a toddler in such circumstances is, without a doubt, heart-breaking but there are wider implications for property owners with pools. This case sounds a clear warning bell to pool-owners to ensure their pool fencing is adequate and that all gates are self-closing.

Property owners who rent their property rely on their property manager to provide this information but must act on advice when faulty fencing or gates are reported to them. Too many times we report such maintenance issues to landlords and too many times they consider the repair a minor matter and often put it to one side or ignore our advice.

The mere fact that the property owner in the case above has been charged with manslaughter underlines the seriousness with which such neglect is now being seen by both the public and the police. It is no longer acceptable to allow pool fencing to deteriorate so that it becomes a danger to others.

A journey that began in 2008 ...

Just a short note to let you know that this Saturday I will graduate from the University of New England with a Masters degree in Business Administration (MBA).

Back in 2008 I was looking for a course or another learning opportunity to help me improve my business. At the time a Masters degree appeared to be big mountain to climb but, as they say, nothing ventured, nothing gained. And it was a bit more than a "stretch". A gave up any number of weekends to study over the past few years but on Saturday the journey comes to an end - I think I get to throw my hat in the air, or something similar.

Many thanks to my wife, Josephine, and children who put up with me whilst I was persuing this dream.

By the way, once I get back from my graduation I will be off to see my daughter Taylor singing solo in the opening ceremony of the Camden Show. She's on at 5.30pm, don't miss it!

Good onya Barry ... !

Barry O'Farrell, the Premier of NSW, must be reading my blog.

Only 10 days ago I wrote that we can expect rising prices in the south-west of Sydney over the next 12 months.

Then, only 7 days ago, NSW Treasurer, Mike Baird delivered the first Budget for the recently elected Liberal Government announcing the end of the First Home Plus scheme. These changes, to come into place from the beginning of 2012, will mean first home buyers will miss out on the First Home Owner's Grant and be forced to pay thousands in stamp duty.

The practical effect of these changes will create a first home buyers rush in the months leading up to Christmas 2011 causing property prices to increase and then, as the number of first home buyers disappear from the market after the new year, a decline in sale prices for the first few months of 2012.

Is this good government? I know the states finances are in a mess but is this the best solution, to play havoc with the property market, especially at the more affordable end here in Campbelltown?

Let me know what you think.

Is it time for another boom?

Tomorrow is the first day of spring, although, given the warm weather recently you could be forgiven for thinking that it had started a few weeks ago.

With spring comes the annual influx of buyers. More calls to our office, more email enquiries in our inboxes and great crowds at our open houses every Saturday.

If I were thinking of selling my home and trading up (or down) I couldn't pick a better time.

In our latest newsletter I ask if it is time for another "boom" in property prices. After all, there are a few indicators which bear consideration.

For example, the last boom was in 2004, 7 years ago. The rental market continues strongly with more tenants than homes for them to occupy. The share market is a disaster with prices plummeting daily. And there's a lot of talk in finance circles that interest rates will fall over the next 12 months.

So, are prices on the way up? Find out by asking for a copy of our latest newsletter. This month we also include our annual review of the property market for each suburb in Campbelltown. Drop me an email if you would like a copy ... mos@prudential.com.au