The Goodness in Our Company - Importance of Responding to Customers

I might have not mentioned the good things that our company does very often, but as annoying and special Superexcited is, he does have the customers' best interests in his mind and we do deliver very good customer service.

I noticed this many times before. Not just when I'm in Australia, but also in Indonesia. The first thing is the importance of keeping the customer informed of the progress. He always stresses to get back to the customer and tell them that we're onto it, or we still don't know what happens but our IT is looking at it, or it's fixed and they can use it again. He makes a point that it's ok we still don't know or still working on it, but make sure the customer knows we are looking after them.

Few weeks ago I received a letter from my lending bank, telling me the loan interest has increased. I remembered my broker mentioned about it weeks before I received the letter, and she said it shouldn't affect me, but she would check again. She never got back to me, so I thought all was good. So, on Monday I sent her a message asking if the interests really have increased. No response. On Thursday I gave her a call, once she picked up, she straight away said, "Oh, did your interest rate increase? Can you please send me this and that documents to me? I will renegotiate with them". Notice how she knew what I was looking for but didn't bother to respond? I sent her the documents via email on Friday.

I haven't heard anything from her since then. Today is Monday, I sent her those 2 Fridays ago. She didn't acknowledge the receipt of those docs too (she only acknowledged it once throughout our business together).

I remember long time ago Superexcited scolded Miss Nice to the verge of crying because she didn't email the customer that we would look at the issue he/she found within 6 hours of receipt. Honestly, that time I thought it was too much. I thought it was not even a day, and it's not that the issue has been fixed. But now I know, it's more than just being told it's fixed, it's to know that it would be fixed and that our wait doesn't go in vain. Afterall once time flies, it's gone and won't come back. So we know we're not wasting our time waiting.

So for that, I give Superexcited a credit :))

There are other good thing he forces, but I will talk about it later :)

Have a great week ahead guys!

The Speed of Gossip

We bought our first home :) yayyyy! After so many weeks of tears and sweat, headache and footache, fights and arguments, we bought our first home.

My broker and solicitor are so not proactive and a lot of time only answer my questions with yes and no (and if I'm on my unlucky days, they just decide to ignore me). So in summary, quite useless. My solicitor is just plain straight useless. My broker is nice, but she's not one to update you with all the progress all the time. You yourself have to ask for updates. You might think I'm just the anxious one, and that is true, I am the anxious one. However, what would you think of this scenario: I gave her a call on Sat to tell her we found the house, and sent her the contract to pass to solicitor. On Sat night, I had doubts, so told her to hold it. Sunday night I texted her saying to go ahead and send it to the solicitor. Monday afternoon, a solicitor called me telling me the points I need to discuss with the vendor, and told me that since my broker is already on holiday overseas, so I had to talk to the solicitor instead. WHAT??? I think you get the picture.

So, with that, and that this is our first property, I turned to my homeowners friends for advice. 1 of them is my friend's sister-in-law. One day, I asked her a lot of questions. Then that day lunchtime, I put an offer for the house. Short time after, it was accepted and I had to go and sign the contract. Before I left the office, I sent her an email, just to tell her my offer had been accepted. I thought, I've been bugging her all this time with Soooo many questions. The decent thing is to tell her myself instead of from other people. Afterall, we've just been talking hours before, right?

Then that night, at 9 PM, her sister-in-law, which is my friend, whatsapp me and asked, "Purple Lady, I heard you already bought a house?". I was laughing XD I was about to tell her, but she beat me to it :P I said "Yeah, who told you? Your brother?". She said, "No, my mum asked me." LOL to the max XD

So apparently, her sister-in-law told her husband about it after I told her. Then that late afternoon, he made his daily call to his mum in Jakarta and mentioned it to her. Then a few hours later, my friend (his sister) called her mum, and her mum asked her if this is true. ROTFL

That, is the speed of gossip my friend XD I knew it was gonna be fast, however I didn't think it would travel overseas to Jakarta, and back to Sydney again within 6 hours! XD I imagined simpler scenario ie. The wife told her husband, and the husband told the sister :P

Anyway, my friend was scolded by his brother because she asked me directly, so making him ember a.k.a gossiper. And his brother was scolded by his wife for talking to much or in short, again, ember :P

As for me, I'm happy to get a funny story and experience the speed of gossip myself :P It reminds me of when Amy and Sheldon tried to proof how fast news travels in The Big Bang Theory XP