Warren County Ohio Real Estate News and Observations: Customer Service Isn't Dead

Customer Service Isn't Dead

good and bad, there's bothI hear it fairly regularly.  "Customer service in America is dead".

And you can find examples of it without straining too hard.

Long wait times on hold.

Visit the big box store and 2 checkout lanes are open (out of 20+).

Employees that don't know the products they're selling. 

Special deals that are only good for NEW customers (yeah, cable and cell companies, we're talking about you).

And a look in the local Facebook groups and there's usually someone kvetching about something that happened at some local restaurant.

Me personally, I tend to think a lot of the customer service we receive is more a reflection of us and what we give out.

Liz is "addicted" to unsweetened ice teas from Dunkin Donuts.  I'll stop by the drive thru fairly regularly to pick up 2 on the way home.  Some of the employees recognize me as soon as I pull up, so they know I want "the usual".  I can count on quick, friendly service.

The other night our battery operated pepper grinder made an odd noise and stopped working.  As an engineer, my first response it to try and figure it out.  No rotation, can't manually move the grinder part, and the batteries are really heating up.  I don't have the special tool to remove the fasteners to I can't go any further to confirm what I suspect is a jammed motor.  We just bought it slightly less than a year ago so we email the Amazon supplier and explain the issue.  Within 30 minutes we have a reply.  They'll be sending us a replacement.  Promised by the 15th, actually delivered on the 12th.  How's that for underpromise and overdeliver??

I could go on with the examples, but I'll stop with those two.  In general, I find most people actually do want to do a good job, even at those big box stores.

I know for me as a real estate agent, customer service is critical to our business.

Being decent to people. 

Respond to emails and phone calls.


Know our stuff so we can answer their questions. 

Helping people, even when you know the call isn't leading to business.

The list goes on and on. 

If you're a pro agent, customer service SHOULD be ingrained. 

No, I believe good customer service is still alive and well in America.


Just give Bill a call at 513-520-5305 or email Liz@LizSpear.com and we can discuss how we can help you with your real estate needs! 

Serving Greater Cincinnati home buyers and sellers,

Bill of Liz and Bill aka BLiz



Serving Warren County Ohio & Adjacent Areas


The Liz Spear Team of RE/MAX Elite
Elizabeth Spear, ABR, CRS, Ohio License SAL.2002007747

William (Bill) Spear, CRS, Ohio License SAL.2004011109  Kentucky 77938
Ask for us by name if you visit the office!

EHO Two locations: Lebanon & Mason, OH
Bill Direct:  513-520-5305
Liz Direct: 513-265-3004     
Fax: 866-302-8418

MailTo:  Liz@LizSpear.com

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Comment balloon 17 commentsLiz and Bill Spear • January 14 2019 01:17AM


Like to thing that over delivering is not a lost art !

Posted by Sally K. & David L. Hanson, WI Realtors - Luxury - Divorce (EXP Realty 414-525-0563) 6 months ago

Customer service is not dead.  It is as alive as we let it be

Posted by William Feela, Realtor, Whispering Pines Realty 651-674-5999 No. (WHISPERING PINES REALTY) 6 months ago

Liz and Bill Spear A customer treats a provider badly, the provider might well get fed up and take it out on the next customer. A provider treats a customer badly, the customer might well take it out on the next provider. You are sooo right, we need more civility, period. When I was pregnant with my son, lunch used to be a specialty jumbo burrito from a local joint EVERY day. I would just start opening the door, they'd start making it for me. That was service!!

Posted by Lauren Williams, CPO, Professional Organizer: Puget Sound homes (Casual Uncluttering LLC) 6 months ago

A little common courtesy and a little common sense can go a long way in providing great customer service.

Posted by Francine Viola, REALTOR®, In Tune with your Real Estate Needs (Coldwell Banker Evergreen Olympic Realty, Olympia WA) 6 months ago

I agree with your statement that a lot of the customer service we receive is a reflection of us and what we give out. For the most part, people want to treat people nicely and it is so important if we want that kind of service to look at the vibes we're giving out. 

Posted by Kathy Streib, Home Stager - Palm Beach County,FL -561-914-6224 (Room Service Home Staging) 6 months ago

Thank you for the blog.  I am reading a book called Raving Fans : Revolutionary Approach to Customer Service (One Minute Manager)

Blanchard, Ken

This was my quote for the day that I put out yesterday:  “Pretend that every single person you meet has a sign around his or her neck that says, ‘make me feel important.’ Not only will you succeed in sales, you will succeed in life.”–Mary Kay Ash

Still believe in customer service 101.

Posted by Dr. Karen Lewis, Broker 305-3231556, Residential for Sellers and Buyers in S. Broward (K1 Realty Group) 6 months ago

People like to feel like they’re cared about and that won’t ever really change no matter what the economy might be doing. :)

Posted by Laura Cerrano, Certified Feng Shui Expert, Speaker & Researcher (Feng Shui Manhattan Long Island) 6 months ago

That is really 101 to what you want to do here end it any business really at all! Back to basics never fails when it comes to human interaction. Even a genuine smile and eye contact can be really crucial. Dr. Karen Lewis, Broker 305-3231556

Posted by Laura Cerrano, Certified Feng Shui Expert, Speaker & Researcher (Feng Shui Manhattan Long Island) 6 months ago


Posted by Kathy Streib, Home Stager - Palm Beach County,FL -561-914-6224 (Room Service Home Staging) 6 months ago

Good morning Bill. I have not found customer service to applaud in a very very long time.

Posted by Sheila Anderson, The Real Estate Whisperer Who Listens 732-715-1133 (Referral Group Incorporated) 6 months ago

Hello Liz and Bill - the concept of "customer service " has changed/evolved over the years especially since I have been in front of the public since my high school days.  The Golden Rule is a good one to follow and that is a lifelong practice/way of life.

Posted by Michael Jacobs, Los Angeles Pasadena 818.516.4393 6 months ago

God morning Bill,

I think a lot has to do with our attitude. I find excellent service many times a day. I'm a firm believer you get what you put out there! Having a smile on your face and a warm hello goes a long way in obtaining the kind of service you are looking for..the tone in your voice can make a huge difference. My husband's Intogen (oxygenator) quit working and he needs it. It has a life time warranty and was 4 years old. He called and they were wonderful! They had no problem with sending a new one over night after trying several steps to clear his and get it working over the phone. The next day we had it at our door step and just had to send ours back! Good customer service is alive and well and I try and provide it everyday!

Posted by Dorie Dillard CRS GRI ABR, Serving Buyers & Sellers in NW Austin Real Estate (Coldwell Banker United Realtors® ~ 512.750.6899) 6 months ago

I agree that excellent customer service can still be found. And when it is, those companies are the ones I will loyally use. 

Posted by Kat Palmiotti, The House Kat (Grand Lux Realty, Monroe NY, 914-419-0270, kat@thehousekat.com) 6 months ago

While dead in some places, in others it is alive and thriving. Last summer when our old dog died, I called Chewy.com to ask if I could return the unopened packages of doggie diapers.

The reprsentative said no - I should keep them and donate them and he'd just credit my account. He did, and not just for the 2 unopened packages. He credited my entire last order, which was for 6 packages.

I call that service above and beyond.

Posted by Marte Cliff, Your real estate writer (Marte Cliff Copywriting) 6 months ago

I had to call Liftmaster because I had ordered a garage door keypad and remote that never arrived and never shipped. They found my order, removed payment and sent it to me for free.

Posted by Elizabeth Weintraub Sacramento Realtor Top 1%, Put 40 years of experience to work for you (RE/MAX Gold) 6 months ago


Customer service is certainly alive and well, and I have experienced some pretty impressive service, some mediocre, and thankfully little that is really bad. With all the surveys I get, it seems companies are more concerned about service, at least at the level of gathering feedback. I do agree that how we present ourselves, and our expectations, can have a big impact.


Posted by Jeff Dowler, CRS, The Southern California Relocation Dude (Solutions Real Estate ) 6 months ago

"Under promise and over deliver" is how I have built my business over the years and because of that, the majority of my business comes from personal referrals.

Posted by Joyce Marsh, Regional Manager Regal Christie's Int'l Realty (Regal | Christie's International Real Estate) 6 months ago