Estate agent behaved more like an impatient customer

Aug 14, 2008
Estate agent behaved more like an impatient customer

MY FAMILY and I viewed a resale four-room HDB flat at Block 641A
Punggol Central, last Sunday at about 6.30pm. It was a 'open house'
type of viewing with about 20 to 30 potential buyers. The agent
representing ERA was a young women, reportedly a top salesman in the
area.

During the viewing, we experienced her impatience and negative
service attitude. After almost 20 minutes, she raised her voice and
said in Mandarin: 'I have no time.' She then closed all the windows -
body language to tell us to leave instantly. Before she locked the
unit, she said, again at the top of her voice: '$360,000, we close
the deal.' We felt we had been chased away.

On Tuesday at about 8pm, we decided to view the unit a second time as
the first was a rush and wasn't exclusive at all.

When we mentioned details such as an unserviceable air-con unit in
the master bedroom, asking for a better bargain, to our surprise, she
responded with negative body language, closing all the windows again.
At the same time, she told us: 'No one will install new air-con then
sell the flat.' Again, we were chased out of the flat, no thanks to
her hospitality.

I do not question defects in the flat nor her product knowledge that
may cause delay before we can sign the agreement. I only question her
service attitude. Based on my observations, she was not only
impatient with customers, but also used the wrong right choice of
words and tone of voice. She behaved more like a 'customer' then we
did. She was more interested in closing the deal, than explaining
about the unit. She never smiled during the viewing, as if we were
disturbing her rather than giving her business. We thought she might
not be interested in our 'small' deal.

My questions:
- Is this the well-trained service attitude of a professional
salesman from ERA with a motto, 'First in service'?
- Is it right for ERA agents to stereotype potential buyers?
- Do high property prices and complacency makes some agents arrogant?
- Do customers have to tolerate discrimination?

Today, in this competitive world, there are tens of thousands of
salesmen out there, selling the same things using different methods.
So it is service that matters more than the product. Don't forget
Singapore is promoting Gems - Go the Extra Mile for Service.

After this incident, I regret to say agents like this have tarnished
the image of ERA, a renowned property agency that took years to
build.

Chua Sok Woon (Ms)