Irvine Pacific - WORST CUSTOMER SERVICE!

[irvinehomeowner]

Look at it from their end.  What if you get 50 angry customers constantly trying to test your patience.  You'd have a breaking point too where you just don't give a f**k.

That's not a good enough excuse... the job is supposed be dealing with customers.

It's like when movie stars complain about fans or photogs hounding them... you knew going in that if you're going to become famous, that is what is going to happen.

 

[broda]

Look at it from their end.  What if you get 50 angry customers constantly trying to test your patience.  You'd have a breaking point too where you just don't give a f**k.

That's not a good enough excuse... the job is supposed be dealing with customers.

It's like when movie stars complain about fans or photogs hounding them... you knew going in that if you're could become famous, that is what is going to happen.

So if a fan comes up to you in the bathroom while you're the toilet asking for an autograph...it's ok because you asked for it by being famous?  Come on now...be a little realistic here.  My point is if you're going to be an a-hole to them, just expect a negative response.  Even though it's their job to deal with a-holes, they are people too.  They have a breaking point just like you and I when they treat us like crap.

 

[irvinehomeowner]

The toilet example is extreme... I'm talking about just complaints like "I can't go out in public" or "Everyone is always asking me for an autograph or taking my picture"... normal stuff to expect when you are famous... not being stalked in the restroom.

If you take a job selling new homes, you should be prepared for every type of customer... even the angry ones. Basically... you are paid to NOT have a breaking point... because in sales or customer service... the customer is always right. Since I've been to so many new homes sales offices, I have seen a few people who are outstanding in that regard, no matter how pesty the customer is, they answered their questions with a smile.

 

[socal78]

Basically... you are paid to NOT have a breaking point... because in sales or customer service... the customer is always right.

It's not really true in the real world, though. I used to work as a CSR for the world's largest dental lab. When the customer was repeatedly abusive or unreasonable, their account got labeled: "BOOT" by management. The company refused to do business with them. I've had an instance where a customer was so horrid to me, saying really uncalled for things, very demeaning... and I tried SO hard not to but I just broke down and cried right on the phone. We're not robots. I think it shocked the hell out of the guy because he actually called back and apologized which was totally out of character for him. (Dentists are some of the most rude and abusive people you could possibly deal with. They make attorneys look like kittens!) No matter how many seminars you've attended, your brain does start to go: "I'm not paid enough to care." I think it's a way of trying to detach from the emotional toll it takes if you try to care.

 

[broda]

I agree with SoCal.  That's like saying because you're paid by your company. They have every right to abuse you because we pay you so we reserve to right to treat you like trash.  It's like that A-Hole who goes to McDonalds and treats the workers like dirt because their paid to serve you and they are beneath you.  They are lowly minimum wage workers who are paid to serve me so they better take my abuse. 

Look, I  like everyone here understands TIC is the evil corporation and they are trying to keep the man down.  I don't like them as much as the next guy but I still treat them like human beings.  That's all I'm trying to say.

 

[irvinehomeowner]

@broda:

You keep bringing up examples that don't exactly equate... a minimum wage McD's employee isn't going to have the best customer service and if it gets dicey, they are taught to defer to a manager who is trained to do so (just like a CSR would).

But for a salesperson who is well-compensated selling homes that are priced higher than most other cities working for a company that is making more money than it should, there is a level of expectation that is higher and rightly so.  You're not going to get some hungry guy complaining that his .99 cent burger wasn't cooked right, you're dealing with someone who is paying $500k or more on an overpriced home on an undersized lot... there should be a higher level of patience and quality customer service.

 

[rain]

I agree with SoCal.  That's like saying because you're paid by your company. They have every right to abuse you because we pay you so we reserve to right to treat you like trash.  It's like that A-Hole who goes to McDonalds and treats the workers like dirt because their paid to serve you and they are beneath you.  They are lowly minimum wage workers who are paid to serve me so they better take my abuse. 

Look, I  like everyone here understands TIC is the evil corporation and they are trying to keep the man down.  I don't like them as much as the next guy but I still treat them like human beings.  That's all I'm trying to say.

when a buyer spot some obvious problem and politely send in a fix reqeust and patiently waited for the problem solved, and yet it is ignored / delayed repeatly, guess who is being abused. I am confused.

 

[broda]

I get paid pretty well, but it doesn't mean the lawyers, CIO, CEO, CFO and upper management can berate me as they please because my pay grade tells me I have to have a level of patience. Just because McD guy makes minimum wage, I still treat that person as I would the CEO of my company.  THAT IS MY POINT. 

We can go back and forth and never agree...so at this point let's just agree to disagree.

But yes...customer service sucks.  I have an issue for a month now that they haven't addressed.  And they keep telling me they have brought it to the attention of the construction supervisor with no end in sight.

 

[BunkMoreland]

I think they're polite and try to be helpful, but that the buying process isn't particularly buyer-friendly in many ways and they get tired of having to beat that same drum all day long, week after week.

"No, we can't tell you what number you are on the waiting list, or when we might offer you a home, or how fast we'll build them, or what the prices will be, or if we'll ever call you, etc."

They should have a one-pager that explains the buying process, and the reasoning for why don't divulge this information.

 

[Irvinecommuter]

I think they're polite and try to be helpful, but that the buying process isn't particularly buyer-friendly in many ways and they get tired of having to beat that same drum all day long, week after week.

"No, we can't tell you what number you are on the waiting list, or when we might offer you a home, or how fast we'll build them, or what the prices will be, or if we'll ever call you, etc."

They should have a one-pager that explains the buying process, and the reasoning for why don't divulge this information.

Like most real estate agents, I don't care for the phony happiness and helpfulness.  I rather them be real and tell it to me straight rather than create false hope and phony smiles.

We had a bad experience with the sales staff in that they decided not to go with the priority list and sent in an e-mail to all qualified buyers at a phase release.  Made it into a free for all rather than a structured list.

 

[BunkMoreland]

I think they're polite and try to be helpful, but that the buying process isn't particularly buyer-friendly in many ways and they get tired of having to beat that same drum all day long, week after week.

"No, we can't tell you what number you are on the waiting list, or when we might offer you a home, or how fast we'll build them, or what the prices will be, or if we'll ever call you, etc."

They should have a one-pager that explains the buying process, and the reasoning for why don't divulge this information.

Like most real estate agents, I don't care for the phony happiness and helpfulness.  I rather them be real and tell it to me straight rather than create false hope and phony smiles.

We had a bad experience with the sales staff in that they decided not to go with the priority list and sent in an e-mail to all qualified buyers at a phase release.  Made it into a free for all rather than a structured list.

WTH... why would they go away from the priority list? No explanation given?

 

[Irvinecommuter]

I think they're polite and try to be helpful, but that the buying process isn't particularly buyer-friendly in many ways and they get tired of having to beat that same drum all day long, week after week.

"No, we can't tell you what number you are on the waiting list, or when we might offer you a home, or how fast we'll build them, or what the prices will be, or if we'll ever call you, etc."

They should have a one-pager that explains the buying process, and the reasoning for why don't divulge this information.

Like most real estate agents, I don't care for the phony happiness and helpfulness.  I rather them be real and tell it to me straight rather than create false hope and phony smiles.

We had a bad experience with the sales staff in that they decided not to go with the priority list and sent in an e-mail to all qualified buyers at a phase release.  Made it into a free for all rather than a structured list.

WTH... why would they go away from the priority list? No explanation given?

No.  The rep just told me that she decided that she had called enough people and that there were about 20 people left and thus an e-mail seems fair to her.  Which ticked me off because they were all about the telephone call.  I could have made it down there ASAP had I known it was going to be a free-for-all.

 

[broda]

@Irvinecommuter - OK if I got a lame ass answer like that I might go on a rant and lose it.  Not IHO's they get paid to take my abuse.

@Bunk  I guess it is different between sales people.  I was told i was 9th on the waiting list. 

I agree that the priority list is BS.  I looked at a specific lot and said I want that one.  And they pretty much told me if I have my checkbook ready for a deposit...it's mine.  And that was done.  Yes it wasn't a grand opening...and it was an empty sales office in the middle of the week early morning. 

 

[Irvinecommuter]

@Irvinecommuter - OK if I got a lame ass answer like that I might go on a rant and lose it.  Not IHO's they get paid to take my abuse.

@Bunk  I guess it is different between sales people.  I was told i was 9th on the waiting list. 

I agree that the priority list is BS.  I looked at a specific lot and said I want that one.  And they pretty much told me if I have my checkbook ready for a deposit...it's mine.  And that was done.  Yes it wasn't a grand opening...and it was an empty sales office in the middle of the week early morning.

I was pretty ticked off but still had to play nice cuz you know...I still wanted to buy a house  :-\  It worked out okay but it was pretty frustrating hearing her explanation. 

I think the availability of the community plays a factor.  The reps in the ones in high demand communities do not have play by the rules but if there are empty lots, they're a lot nicer.

 

[irvinehomeowner]

@broda:

To clarify, I didn't say they get paid to take abuse... they get paid to provide a high level of customer service and if some of the customers are abusive, they should know how to deal with it because I doubt ALL of them are.

Transactions at this level should come with a higher standard... it's not ordering some burger at McDonald's. You may disagree with that, but in MY opinion, I expect more from someone who gets paid more than minimum wage.

We can agree to disagree... but please don't misrepresent my opinion.

 

[usctrojancpa]

@Irvinecommuter - OK if I got a lame ass answer like that I might go on a rant and lose it.  Not IHO's they get paid to take my abuse.

@Bunk  I guess it is different between sales people.  I was told i was 9th on the waiting list. 

I agree that the priority list is BS.  I looked at a specific lot and said I want that one.  And they pretty much told me if I have my checkbook ready for a deposit...it's mine.  And that was done.  Yes it wasn't a grand opening...and it was an empty sales office in the middle of the week early morning. 

The big different of when you bought and now is that the buyer list is actually full of a bunch of people because everyone is in panic mode trying to buy a home because there's no resale inventory out there.  No way anyone can walk into a sales office with a checkbook or suitcase of cash and buy a home.  Times have changed since you bought. 

 

[socal78]

Why don't they just hold a raffle. Great publicity stunt at the same time. You purchase tickets. There's a deadline. They all go into one of those wire cage / wheel thingies. They pump the handle and draw the "winners" who "get" to buy one of their homes. I'm sure someone would still find a reason to cry about it being unfair but not everybody is going to be happy when there are more people than there are boxes to put them in.

 

[socal78]

Regarding all the talk about what the sales rep should do and was remiss in doing -- the same question always comes to my mind: "Why not make it worth their while?"

Anytime I show up to a restaurant and the wait is 2 hours long with plenty of dreary-looking people ahead of me, I ask for the manager, introduce myself & grease his palm. Every time I get a table with no wait. Often times, I also get a round of desserts on the house. Everybody's happy. Simple. Done and done.

Why not try it with the rep? Make friends. It's worth a shot. All you have to ask yourself is: What's it worth to you? If they'll call you promptly, offer to express a little gratitude. Just a thought.

 

[BunkMoreland]

Regarding all the talk about what the sales rep should do and was remiss in doing -- the same question always comes to my mind: "Why not make it worth their while?"

Anytime I show up to a restaurant and the wait is 2 hours long with plenty of dreary-looking people ahead of me, I ask for the manager, introduce myself & grease his palm. Every time I get a table with no wait. Often times, I also get a round of desserts on the house. Everybody's happy. Simple. Done and done.

Why not try it with the rep? Make friends. It's worth a shot. All you have to ask yourself is: What's it worth to you? If they'll call you promptly, offer to express a little gratitude. Just a thought.

Got it. I try slipping them a $20 next I'm there.

 

[irvinehomeowner]

Regarding all the talk about what the sales rep should do and was remiss in doing -- the same question always comes to my mind: "Why not make it worth their while?"

See... that's the thing... when the market dropped, the salespeople were bending over backwards to help you out. They would call you almost every day, know your name when you came into the sales office etc etc.

Now that there are waiting lists and people throwing money at them, the courtesy has diminished. I'm thinking it should be at the same level because they are making more, not less.