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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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!”
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.
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!
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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