Industry News

Coffee and condos

Diary of a real estate rookie

Don't miss the real estate event of the summer
Join 4,000 real estate pros at Connect SF, Aug 7‑11, 2017

As information becomes more and more widely available, real estate becomes more and more a game of great customer service. And great customer service can be learned, but it cannot be faked. This insight came to me this morning as I stood in my local Starbucks -- dripping with the remains of a tall coffee the counter girl had just spilled on me. It was one of those terrible accidents -- she fumbled the cup with her hands, and it just went sploosh -- all over my laptop (possibly the most expensive thing I own) and, of course, me. And, yes, I was wearing white linen shorts. So the people at Starbucks corporate offered me a $30 gift card -- five hours later. The people at Starbucks local didn't apologize. They handed me dry paper towels, but not wet ones. They refused me access to a phone to call my husband. They made an incident report, and wouldn't give me a copy. Honestly, if they'd just offered to pay my dry cleaning bill and looked sympathetic, I would have been fine. But ...